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8/3/2019 Implementing Microsoft Crm Small Business Edition
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MICROSOFT
CRM 3.0 SMALL BUSINESS EDITION
IMPLEMENTING MICROSOFT CRM 3.0 SMALL
BUSINESS EDITION
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Last Revision: December 2005
The information contained in this document represents the current view of Microsoft Corporation on the issues
discussed as of the date of publication. Because Microsoft must respond to changing market conditions, it should
not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of anyinformation presented after the date of publication.
This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED
OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT.
Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under
copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or
transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any
purpose, without the express written permission of Microsoft Corporation.
Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property rightscovering subject matter in this document. Except as expressly provided in any written license agreement from
Microsoft, the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or
other intellectual property.
2005 Microsoft Corporation. All rights reserved. Microsoft, Great Plains, BizTalk, Microsoft .NET, Excel, Visio,Word, Office, Windows, Visual Basic, C#, C++, Active Directory, SQL Server, ActiveX, ASP.NET, Exchange,
Internet Explorer, Powerpoint and Outlook are either trademarks or registered trademarks of MicrosoftCorporation or Great Plains Software, Inc. or their affiliates in the United States and/or other countries. Great
Plains Software, Inc. is a subsidiary of Microsoft Corporation. The names of actual companies and products
mentioned herein may be the trademarks of their respective owners.
The names of actual companies and products mentioned herein may be the trademarks of their respective owners.
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Table of Contents
Page i
Chapter 1: Installing Microsoft CRM Small Business Edition 9
Objectives..............................................................................................................9Introduction............................................................................................................9Microsoft CRM Small Business Edition ...............................................................10The Microsoft CRM 3.0 Licensing Model.............................................................11Pre-Installation Requirements and Planning.......................................................13Pre-Installation Requirements and Planning.......................................................14Installing Microsoft CRM 3.0 Small Business Edition..........................................15Microsoft CRM Integration with SBS Fax Service ...............................................30Installing the Microsoft CRM 3.0 Client for Outlook.............................................32Conclusion...........................................................................................................38Quick Interaction: Lessons Learned....................................................................39
Chapter 2: Configuring microsoft CRM Small Business Edition 41
Objectives............................................................................................................41Introduction..........................................................................................................41Using the Configuration Wizard...........................................................................41Configuring Microsoft CRM SBE Security ...........................................................51Demonstration Creating and Copying Security Roles ......................................70Conclusion...........................................................................................................73Quick Interaction: Lessons Learned....................................................................74
Chapter 3: Customizing Microsoft CRM Small Business Edition 75
Objectives............................................................................................................75Introduction..........................................................................................................75Using Microsoft CRM SBE Customization Tools.................................................75Demonstration: Form Customization...................................................................80Creating Custom Entities.....................................................................................84
Demonstration: Create a Custom Entity ..............................................................88Using Microsoft CRM SBE Workflow...................................................................90Creating a Workflow Rule....................................................................................92Demonstration: Activity Creation Actions ............................................................94Sales Processes..................................................................................................96Demonstration: Adventure Works Cycle Sales Process......................................99Conclusion.........................................................................................................101Quick Interaction: Lessons Learned..................................................................102
Chapter 4: Using Marketing Automation 103
Objectives..........................................................................................................103Introduction........................................................................................................103
Creating and Managing Marketing Lists ............................................................103Demonstration: Use Advanced Find to Create a List ........................................108Creating Campaigns..........................................................................................110Demonstration: Create a Campaign..................................................................111Demonstration: Create a Campaign..................................................................112Launching and Managing Campaigns...............................................................118Demonstration: Managing the Campaign..........................................................120Demonstration: Quick Campaign.......................................................................126Conclusion.........................................................................................................128
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Microsoft CRM Marketing Automation
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Quick Interaction: Lessons Learned..................................................................129
Chapter 5: Using Sales Management 131
Objectives..........................................................................................................131Introduction........................................................................................................131Managing Leads................................................................................................132Managing Opportunities ....................................................................................135Closing the Sale: The Sales Management Life Cycle ....................................... 137Closing the Sale: The Sales Management Life Cycle ....................................... 138Demonstration: Sales Management ..................................................................139Use Sales Processes and Workflow Rules .......................................................147Conclusion.........................................................................................................152Quick Interaction: Lessons Learned..................................................................153
Chapter 6: Using Customer Service 155
Objectives..........................................................................................................155Introduction........................................................................................................155Managing Cases ...............................................................................................156Demonstration: Case Creation..........................................................................158Managing the Knowledge Base.........................................................................158Managing the Knowledge Base.........................................................................159Demonstration: Create an Article ......................................................................162Using Contracts.................................................................................................164Demonstration: Contract Template Creation.....................................................167Demonstration: Create a Contract Based on an Existing Contract ................... 170Demonstration: Adding Contract Lines to a Contract ........................................173Service Scheduling............................................................................................174Scheduling Terminology....................................................................................175Demonstration ...................................................................................................178Conclusion.........................................................................................................183Conclusion.........................................................................................................184Quick Interaction: Lessons Learned..................................................................185
Appendix A: Optional Labs 187
Introduction........................................................................................................187Lab 2.1 Copying and Creating Roles..............................................................187Lab 3.1: Form Customization ............................................................................191Lab 3.2: Create a Custom Entity .......................................................................195Lab 3.3 Activity Creation Actions.......................................................................197Lab 3.4 Basic Sales Processes.........................................................................2007. Note that when you complete the last task the Opportunity will close with a
Status of "Won". ..................................................................................................203Lab 4.1: Create a List ........................................................................................204Lab 5.1: Microsoft CRM Process Flow ..............................................................206Lab 5.2: Manage Opportunities .........................................................................207Lab 6.1: Case Resolution Process ....................................................................208
Appendix B: Lab Solutions 209
Lab 2.1 Copying and Creating Roles..............................................................209Lab 3.1: Form Customization ............................................................................211
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Lab 3.2: Create a Custom Entity .......................................................................214Lab 3.3 Activity Creation Actions.......................................................................216Lab 3.4 Basic Sales Processes.........................................................................219Lab 4.1: Create a List ........................................................................................222Lab 5.1: Microsoft CRM Process Flow ..............................................................223Lab 5.2: Manage Opportunities .........................................................................223
Lab 6.1: Case Resolution Process ....................................................................225
Index 227
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Microsoft CRM Marketing Automation
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Introduction
Page 1
INTRODUCTION TO MICROSOFT CRM
Training is a vital component of retaining the value of your MicrosoftCRM
investment. Quality training from industry experts helps to keep you updated on
your solution, and develop skills to maximize the value of your solution. Whetherchoosing e-learning, instructor-led training, or self-paced study using training
manuals, there is a type of training that meets your needs. Additionally, validate
your training and demonstrate your expertise with one of many Microsoft
Business Solutions certification designations. Choose the training or certificationtype that best enables you to stay ahead of the competition.
E-Learning
Microsoft Business Solutions offers online training to help you increase your
productivity without spending time away from your home or office. eLearning
allows you to learn at your own pace through flexible access to training, therefore
proving beneficial for those lacking the time or budget to travel. eLearning is
available in the Foundation Library or as an eCourse.
Foundation Library
The Foundation Library is a fee-based collection of overview tutorials specific to
the Microsoft Business Solutions family of products. These tutorials have the
following features:
Covers a broad range of topics at a high level, and typically does notexceed 60 minutes in length.
Provides tips and tricks to show you how to increase productivityand save time.
Enables you to learn about the changes in features and functionalityof a new version.
Allows you to evaluate a new module or product from MicrosoftBusiness Solutions.
Foundation Library subscriptions are available for individual purchase or through
partner and customer service plans.
eCourses
eCourses are fee-based online training designed to cover detailed concepts on
specific product areas and can allow you to:
Gain in-depth technical and business application training throughdaily on-demand training
Learn at your own pace lessons can be stopped and restarted,skipped or repeated
Save time and increase your productivity
Receive product knowledge comparable to instructor-led trainingwithout the need for travel or time away from the office
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Gain beneficial training when preparing for Microsoft BusinessSolutions certification exams
Instructor-Led Training
With instructor-led training, you can gain a solid foundation or refresh yourknowledge in Microsoft Business Solutions products and processes while
learning from an expert in an interactive environment. With courses on a variety
of topics, you can:
Follow demonstrations and attend presentations
Receive hands-on product experience
Participate in classroom activities and discussions with otherattendees
Gain beneficial training when preparing for Microsoft BusinessSolutions certification exams
Courseware
Courseware can be ordered for the purpose of self-paced study. These materials
are comparable to Courseware used with instructor-led training, and enable you
to:
Learn at your own pace, in your own time.
Refer to an abundance of tips, tricks, and insights
Learn in a self-study format when preparing for Microsoft BusinessSolutions certification exams
For selected training manuals there are training Extensions which cover country
specific features in the product. These training Extensions are separate training
manuals designed to teach local functionality within a given country. Please
notice that training Extensions are used in conjunction with the courseware, not
as stand-alone training manuals. If an Extension is available for this course, you
will find it in your training material.
Certifications
The Microsoft Business Solutions certification program recognizes an
individual's expertise in working with a Microsoft Business Solutions product.
The following certification options are available for individuals as part of theMicrosoft Business Solutions certification program.
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Introduction
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Microsoft Business Solutions Certified Professional
The Microsoft Business Solutions Certified Professional credential is intended
for professionals who have demonstrated proficiency with at least one series of a
Microsoft Business Solutions product. In order to become a Microsoft Business
Solutions Certified Professional, candidates are required to pass one Microsoft
Business Solutions certification exam.
Microsoft Business Solutions Certified Master
Microsoft Business Solutions Certified Professionals are eligible to work toward
one or more Microsoft Business Solutions Certified Master credentials. Master
level certifications are Microsoft Business Solutions premier certifications. They
are an accumulation of exams that satisfy a set of predefined requirements. Each
master level certification track contains a core group of required exams and
variety of elective exams, in which a specified number needs to be taken to
achieve certification. Together with the core exams, elective exams provide a
valid and reliable measure of proficiency and expertise on a specific Microsoft
Business Solutions product.
When an individual achieves a Master level certification, he or she has
demonstrated an extensive knowledge base on a Microsoft Business Solutions
product, much more than what is needed to achieve a Professional level
certification.
Microsoft Business Solutions training can help you develop the skills you need to
do your job. However, Microsoft Business Solutions does not expect or intend a
course to be the sole preparation method for passing an exam. To help prepare
for a certification exam, Microsoft Business Solutions highly recommends the
use of the preparation guides available for each exam. Preparation guides contain
valuable information about a specific exam, including:
The target audience
Skills being measured
Time & pass requirements
Question types and topics
Preparation tools, such as
recommended training
supplemental learning resources
additional recommended skills
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Microsoft Business Solutions Training Courseware Elements
Within the Microsoft Business Solutions Training Courseware are a number of
sections or elements. Each chapter includes the following elements:
ObjectivesEach chapter begins with stating the learning objectives specifically for that
chapter. Learning objectives are important because they inform of what needs to
be done to successfully complete the chapter.
Introduction
An introduction sets the stage for the learning to take place and prepares you with
key statements of the chapter.
Topics
Chapters are split up into topic areas, usually according to the learning objectives
for the chapter. This is especially beneficial in large chapters so that the
knowledge and skills to be learned are split up into more manageable units.
Test your Knowledge
Test your knowledge section consists of review questions for each chapter or
topic and are designed to help reinforce learning concepts. Questions can be short
answer, true/false, multiple-choice, fill-in-the-blank, or any other type. Answers
to the questions are also provided.
Conclusion
The conclusion wraps up the chapter by highlighting the important parts of the
chapter as well as providing a transition to the next chapter. The conclusion alsooffers an opportunity to refresh earlier learning.
Labs
Labs test your skills with the learning concepts presented and learned during a
topic or chapter. Labs begin with a scenario paragraph, which describes the
business problem to be solved and also sets the stage for the exercise. Solutions
to the labs are provided. Many labs may also be offered at different levels to
accommodate the variety of skills and expertise of each student:
Challenge Yourself!
Challenge Yourself! labs are the most challenging. These exercises are designed
for the experienced student who requires little instruction to complete therequired task. This level of exercise states the business problem to be solved and
describes the tasks the learner needs to complete.
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Introduction
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Need a Little Help?
Need a Little Help? exercises are designed to challenge students, while providing
some assistance. These exercises do not provide step-by-step instructions;
however, they provide the user with helpful hints and more information to
complete the lab.
We suggest you try the "Challenge Yourself!" labs first, and if you need help
completing the task, look to the information in the "Need a Little Help?" labs.
Quick Interaction: Lessons Learned
At the end of each chapter within the Microsoft Business Solutions Training
Courseware, you will find a Quick Interaction: Lessons Learned page. This
interaction is designed to provide you with a moment to reflect on the material
you have learned. By outlining three key points from the chapter, you are
maximizing knowledge retention, and providing yourself with an excellent
resource for reviewing key points after class.
About This Course
This section provides you with a brief description of:
The course
Audience
Suggested prerequisites
Course objectives
Student materials
Related certification exams
Description
This one day instructor-led course explores Microsoft CRM Small Business
Edition from an implementer's perspective. The course is intended to provide an
overview of application in its entirety and covers both implementer and end-user
topics. The course includes implementation topics on Microsoft CRM Installation
and Configuration, Customization, and Workflow. Application functionality
discussed includes User Interface, Marketing Automation, Sales Management,
and Customer Service.
This course begins with the implementation of a new Microsoft CRM solutionand then moves to the processes and functionality available to Microsoft CRM
end-users. The course is intended to be introductory in nature and will focus
heavily on instructor-led demonstrations.
Audience
This course is intended for small business partners new to Microsoft CRM who
are seeking to gain an overview of its capabilities.
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Implementing Microsoft CRM 3.0 Small Business Edition
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At Course Completion
After completing this course, students will be able to:
Install Microsoft CRM Small Business Edition.
Perform many of the post-installation configuration tasks. Modify Microsoft CRM entities and forms to tailor the application to
an organization's specific needs.
Configure business automation functions using workflow rules.
Decide when to use sales processes and how to implement them.
Perform end-user tasks using the Marketing Automation, SalesManagement, and Customer Service modules of Microsoft CRM.
Prerequisites
Before attending this course, students should have a working knowledge of:
Microsoft Windows Small Business Server 2003
Microsoft Windows XP
Microsoft Outlook 2003
Student Materials
The student materials include comprehensive courseware and other necessary
materials for this class.
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Introduction
Page 7
Student Objectives
What do you hope to learn by participating in this course?
List three main objectives below.
1.
2.
3.
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Chapter 1: Installing Microsoft CRM Small Business Edition
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CHAPTER 1: INSTALLING MICROSOFT CRM SMALLBUSINESS EDITION
ObjectivesActively participating during this chapter helps you:
Understand some of the differences between the Professional and
Small Business Editions of Microsoft CRM
Understand the Microsoft CRM licensing model
Understand the software and hardware requirements of MicrosoftCRM Small Business Edition
Install Microsoft CRM Small Business Edition using the simplifieddefault installation option
Review the advanced options available as optional steps in the serverinstallation
Send and receive faxes using Microsoft CRM integration withMicrosoft Small Business Server fax service
Install the Microsoft CRM Outlook client using the installation CDor the Small Business Server Manage Server Console
Introduction
This chapter provides an overview of Microsoft CRM Small Business Editionand highlights the differences from the Professional Edition. Pre-installation
planning including licensing and hardware and software requirements is
discussed. The lesson provides a step by step overview of the installation using
the much simplified Small Business Edition installer. The additional installation
steps required for the Professional Edition and provided as options for the Small
Business Edition are also outlined. Students are introduced to the Microsoft CRM
Outlook client and the two ways it can be installed.
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Microsoft CRM Small Business Edition
There are two editions of Microsoft CRM 3.0, but only one Microsoft CRM
Server Setup program. The two editions of Microsoft CRM 3.0 include:
Professional Edition
Small Business Edition
The differences between these two editions involve three features of the Small
Business Edition that integrate with Microsoft Windows Small Business
Server. The three features are:
Small Business Server Console Integration
Microsoft CRM 3.0 Data Migration Wizard for Microsoft Office
Outlook 2003 with Business Contact Manager
Small Business Server Fax Server Integration
The Microsoft CRM Server Setup program automatically determines which
edition of Microsoft CRM to install based on the operating system of the server
on which Microsoft CRM Server is installed. The two options include the
following:
Professional Edition, if the operating system is Windows Server2000 or 2003
Small Business Edition, if the operating system is Small BusinessServer 2003
The Small Business Edition (SBE) provides a complete Microsoft CRM solution
for small businesses, with a focus on ease of installation and reduced total cost of
ownership.
Ease of Installation
Small Business Server 2003 is a version of Windows targeted for small
businesses. In this market, software must be easy to install and the installation
process almost completely automated. This design goal for SBS became a key
goal as well for the Small Business Edition of Microsoft CRM 3.0.
Key features of the SBE installation include the following:
Installs the Microsoft CRM Server and the Microsoft CRMExchange E-mail Router.
Creates a client image (.msi file) that can be deployed to eachMicrosoft CRM Desktop Client for Outlook.
The only data entry during an SBE installation involves entry of anorganization name and license key.
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Chapter 1: Installing Microsoft CRM Small Business Edition
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Certain environmental settings are assumed, such as the location ofthe database and the Exchange E-mail Router.
When installing the Microsoft CRM Server, the SBE installationautomatically creates and configures the Microsoft CRM web site.
A custom installation option that allows the installation user to
override the system defaults by walking through many of theinstallation steps used by the Professional Edition.
NOTE: Although a Windows SBS customer still has the chance to override standard
choices made during installation most small business are best served by taking the
defaults.
Unique SBE Functionality
The Microsoft CRM 3.0 Small Business Edition is a super-set of the Professional
Edition. All Professional Edition functionality is present, together with the
following additional features that are not available in the Professional Edition:
Microsoft CRM Management tools integration with SBS ServerManagement console
Microsoft CRM integration into the SBS Health Monitor, ensuringthat Microsoft CRM is managed as easily as SBS
Microsoft CRM Server integration with the SBS Fax Service sousers can send and receive faxes from within Microsoft CRM
Business Contact Manager migration
The Microsoft CRM 3.0 Licensing ModelMicrosoft CRM 3.0 uses the same Microsoft Personal Identification (PID)
licensing system used by all other Microsoft products. As you plan a Microsoft
CRM 3.0 deployment, you must determine the number of user licenses you haveto purchase, and at what user count increments.
The Microsoft PID licensing system generates license keys that are pre-packaged
with the product and appear on an orange sticker on the back of the CD. An
example of a Microsoft PID license key is: BBH2G-D2VK9-QD4M9-F63XB-
43C33.
Encoded within a PID license key is the following information:
SKU that was purchased
Language
Version number
Number of users
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The Microsoft PID licensing system generates separate Microsoft CRM Server
and Users license keys. Both Server and User license keys are required for each
Microsoft CRM 3.0 deployment. The characteristics of each key include the
following:
Server license. A server license determines whether you can install
the Microsoft CRM Server software. This is similar to server licensekeys for Microsoft SQL Server and Microsoft Exchange. The
Microsoft CRM Server Setup program requires that you enter a
server license key. The same server license can be used on multiple
Microsoft CRM servers within a deployment. A server license has a
zero user license count, unless it is a bundled license. Bundled
licenses are discussed in the next topic.
User license. A user license determines how many users can accessthe Microsoft CRM Server. A user license does not determine
whether the user can install Microsoft CRM Server. In fact, a user
license key will not work if you try to use it as the only key when
installing the Microsoft CRM Server, even though the user and
server license numbers look very similar. As long as a server license
is entered during the Microsoft CRM Server set up, you can
optionally enter one or more user licenses at the same time.
There are two types of Server licenses:
Professional Edition
Small Business Edition
There are three types of User licenses:
1 user license
5 user license
20 user license
The number of user license keys entered for a deployment depends upon the
number of licensed Microsoft CRM users the organization plans to deploy. User
license keys are additive; that is, if you enter multiple keys, Microsoft CRM
accumulates the total number of user licenses from each key to determine the
total license count available for use.
EXAMPLE: If an organization has 28 users they may purchase a 20 user license a 5
user license and three 1 user licenses. If an organization has 100 users they will need
five 20 user licenses.
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Chapter 1: Installing Microsoft CRM Small Business Edition
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Bundled Licenses
Ordinarily server licenses do not have a user count associated with them. The
exception to this rule is when the server license is a bundled license.
An organization that purchases a bundled license receives just one
license key. A bundled license key is recognized as both the server and user
license.
The key contains information for both the Microsoft CRM Server aswell as a 5 user license.
Additional client licenses can be purchased and used along with abundled license in a Microsoft CRM deployment.
Benefits of Using the Microsoft PID Licensing System
The Microsoft PID licensing system provides the following benefits forcustomers of Microsoft CRM 3.0:
Enables OEM and partner Installation. Because the organizationname is not tied to the license key as it was in earlier versions of
Microsoft CRM, OEMs and partners can preinstall Microsoft CRM
3.0 because they do not have to know the Organization name of the
customer.
Enables 90 day trial version The Microsoft PID licensing systemenables Microsoft to send sample CDs to customers and partners.
The PID system generates a trial version key that authorizes use of
Microsoft CRM on a 90 day trial basis. When a trial key is entered
during Microsoft CRM Server setup, the Setup program calculatesthe expiration date based on the installation date. In order to upgrade
from a trial version of Microsoft CRM to a live version, simply enter
a new, non-expiring key within the License Manager utility. You do
not have to reinstall Microsoft CRM.
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Pre-Installation Requirements and Planning
This section outlines the requirements that must be met and tasks that must be
completed prior to beginning the Microsoft CRM SBE installation.
Hardware RequirementsMinimum Hardware Requirements
Processor: Dual Intel Pentium (Xeon PIII) 700 MHz or comparable single CPU
speeds
RAM: 512 MB
Hard Disk: 8 GB available hard disk space
Modem: No modem
Network Card: 1 Network Adapter card (10/100 Mb Ethernet)
Recommended Hardware Requirements
Processor: Dual 1.8 GHz (Xeon P4) or comparable single CPU speeds
RAM: 1 GB or more, depending on the system configuration
Hard Disk: SCSI hard drives with RAID 5, depending on the systemconfiguration
Modem: Two modems; one for Shared Fax Service and one for Remote Access
Service, Shared Modem Service, and Internet Security and Acceleration Server
dial-up service
Network Card: 2 Network Adapter cards (100 Mb Network Card)
Software Requirements
Microsoft Windows Small Business Server 2003 Premium Edition w/
Service Pack 1 Microsoft SQL Server 2000 w/ Service Pack 4
Small Business Server 2003 Limitations
Managing expectations is important when you plan and deploy Small Business
Server as the infrastructure of a small business network. Understanding the
limitations of Windows Small Business Server 2003 is part of managing
expectations. The known limitations are as follows:
One domain. You can have only one domain on a Small BusinessServer network. This domain must be the root of the forest.
No trust relationships. Because only one domain is supported on aSmall Business Server network, there can be no trust relationships
with other domains. This restriction on trust relationships includes
parent-child trust relationships. There can be other domain
controllers on the network.
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Recommended maximum of 25 CRM clients. Windows SmallBusiness Server 2003 is recommended for up to 25 users with
Microsoft CRM, although Windows Small Business Server 2003
supports up to 75 users.
Installing Microsoft CRM 3.0 Small Business Edition
This section examines each step in the installation process for the MicrosoftCRM Server 3.0 Small Business Edition. Each step is discussed in greater detail
below.
As you can see from Error! Reference source not found., a Microsoft CRM
Small Business Edition installation takes considerably less steps than the 15 steps
required with the Professional Edition. If you select the Custom installation
option, then you will see all of the setup pages used by the Professional Edition
install.
Professional Edition
Installation Steps
Small Business Edition Installation
Steps (assuming Standard installation)
1. License code information 1. License code information
2. End User License Agreement
(EULA)
2. End User License Agreement (EULA)
3. Install required components 3. Install required components
4. Specify the Microsoft CRMorganization name
4. Select installation option (standard orcustom)
5. Participate in the CustomerExperience Improvement
program
5. Specify the Microsoft CRM
organization name
6. Select installation location 6. Participate in the Customer Experience
Improvement program
7. Web Site 7. System Requirements and the
Environmental Diagnostic Wizard
8. Select SQL Server 8. Ready to install the application
9. Specify SQL Server Reporting
Services Server
9. Installing Microsoft CRM Server Small
Business Edition
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Professional Edition
Installation Steps
Small Business Edition Installation
Steps (assuming Standard installation)
10. Select the AD Organizational
Unit
11. Specify the security account
for the Microsoft CRM Services
12. Exchange Server Settings
13. System Requirements and the
Environmental Diagnostic Wizard
14. Ready to install the
application
15. Installing Microsoft CRM
Server Professional Edition
TABLE 11:PROFESSIONAL VS.SMALL BUSINESS EDITION INSTALLATION STEPS
As shown in Error! Reference source not found., the Small Business Edition is
designed for the smaller organization with simpler deployment requirements. In a
typical SBE installation, the system defaults are accepted for the following steps:
The directory location of the system files The Server Setup program creates the Microsoft CRM web site
The Small Business Server is identified as the SQL Server, the SQLServer Reporting Services Server, and the Exchange Server
The existing Organizational Unit in Active Directory
During the SBE installation, you can perform a custom installation. A custom
installation basically performs the additional steps in Error! Reference source
not found. that are not included in the default SBE installation. This allows you
to enter override values for each step.
Step 1 License Code InformationFollowing the splash screen, the installation user is asked to enter their Microsoft
CRM Server license code. A valid server license key must be entered on this
page before the user can continue with the rest of the installation. However, this
page can also be used for entering client license keys together with the server
license key.
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Chapter 1: Installing Microsoft CRM Small Business Edition
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The Microsoft CRM Setup Wizard automatically detects whether you are
installing on a Windows Small Business Server 2003 server or on a Windows
Server 2000 or 2003 server. The server license key that you enter must
correspond to the type of server on which you are installing Microsoft CRM.
If you are installing on a Small Business Server, make sure your
license is for Microsoft CRM Small Business Edition. Using aMicrosoft CRM Professional Edition license key is not supported on
Windows Small Business Server.
If you are installing on a Windows 2000 or 2003 Server, make sureyour license is for Microsoft CRM Professional Edition. Using a
Microsoft CRM Small Business Edition license key is not supported
on Windows 2000 or 2003 Server.
NOTE: Client license keys can also be entered in the License Manager tool following
the installation of the Microsoft CRM Server.
FIGURE 11:LICENSE CODE SETUP
Features of the License Code page include the following:
The server license code that is entered in this page is the new PIDlicense key that is included with the Microsoft CRM 3.0 CD.
After entering each license key, the user should click Add to validatethe key.
Validated license keys are displayed in the page, together with thenumber of user licenses associated with it.
A server license key will have zero (0) user licenses.
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The installation user can also enter one or more client license keys.
Each validated client license key is also displayed in the page,together with the license count associated with the key.
A validated key can also be deleted from the page.
There is no requirement of the order in which the server and clientlicense keys are entered; the only stipulation is that the installation
cannot continue until a server key is entered.
Step 2 End User License AgreementThe installation user can choose to print the End User License Agreement
(EULA). However, the user cannot continue with the installation until the licenseagreement is accepted.
Step 3 Install Required ComponentsThis page identifies any software components required by the Microsoft CRM
Server Setup program that have not been installed on the Microsoft CRM Server.
This page will not appear if all required components are already installed.
Any components that appear on this page must be installed before MicrosoftCRM can be installed. In order to install the missing components, you can exit
Setup and install the components manually, or you can select the Install option on
this page and the Setup program will install the components. The Next button on
this page is disabled until Setup detects that the missing components have been
installed.
NOTE: Installing these components may require you to restart the computer. If you
are prompted to restart the computer do so and then start setup again.
FIGURE 12:INSTALL REQUIRED COMPONENTS
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Step 4 Select Installation Option (Standard or Custom)
As mentioned above, it is recommended that most small business users choose
the standard installation. Choosing the custom installation provides additional
advanced installation options.
Step 5 Specify the Microsoft CRM Organization NameThis page allows the installation user to enter the organization's name. The
organization name is used as follows:
When the Microsoft CRM Server Setup program creates theMicrosoft CRM database and the Metabase database, it appends the
organization name to the start of each database name.
The Microsoft CRM Server Setup program creates a root businessunit in Microsoft CRM and assigns it the organization name entered
here.
BEST PRACTICE: Although any organization name can be entered as a bestpractice it is recommended that you use the organization's legal entity/trading name
as the organization's name.
Step 6 Participate in Customer Experience ImprovementProgramThis page allows the organization to indicate whether they want to participate in
the Customer Experience Improvement program with Microsoft. Features of this
program include the following:
Microsoft is able to gather anonymous information about yourhardware configuration and how you use Microsoft software and
services. The data is used to identify trends and usage patterns.
Microsoft does not gather any personal or business specific data suchas your name, address, or any other personally identifiable
information
There are no surveys to complete, no salesperson will call you, andyou can continue to work without interruption
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It is simple, friendly, and completely anonymous.
FIGURE 13:PARTICIPATE IN THE CUSTOMER EXPERIENCE IMPROVEMENT PROGRAM
The Customer Experience Improvement Program feature in Microsoft CRM 3.0
is turned off by default at product release. If you use a third party to install and/or
configure the Microsoft CRM software on your computer system and you want to
participate in the Microsoft Customer Experience Improvement Program, you
should instruct the third-party provider to accept the invitation to participate in
the Customer Experience Improvement Program on your behalf.
If you decide that you want to turn off this feature after the third-party provider
accepts the invitation to participate in the Customer Experience Improvement
Program on your behalf, you may do so by using one of these options:
Microsoft CRM server On the Start menu, point to MicrosoftCRM, and clickDeployment Manager to open Deployment
Manager. Expand the Deployment Manager node, and in Server
Manager, right-click on the Microsoft CRM server and click
Customer Feedback.
Microsoft CRM laptop client for Outlook In Outlook, on the CRMmenu, clickOptions, and click the Customer Feedbacktab. Clear
the Participate in the Customer Experience ImprovementProgram check box.
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Step 7 System RequirementsAt this point all the system parameters used to install the Microsoft CRM server
have been entered by the installation user. With this step the Server Setup
program runs the Environmental Diagnostic Wizard. This tool verifies each
system requirement for a successful Microsoft CRM Server installation. For any
requirement that fails, you can double-click on the error to see a user-friendlydescription of the error and suggested steps to solve the problem.
Failed tests must be corrected before the installation can proceed. If a problem
will take time to correct, cancel setup at this time, fix the problem (or problems)
and restart Setup again. You can click Next and proceed with the setup when all
tests are successful.
FIGURE 14:VERIFICATION OF SYSTEM REQUIREMENTS
Step 8 Ready to Install the ApplicationThis page displays all the selections that you made on the previous pages. If there
are any parameters that need adjusting, you can navigate back to the appropriatepage and adjust the parameters accordingly.
Step 9 Installing Microsoft CRM ServerThe Microsoft CRM Server Setup program installs the Microsoft CRM Server
software.
WARNING: You cannot cancel the installation after it begins.
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Optional Installation Steps
The following steps are required in the Microsoft CRM Professional installation
and are available as optional steps in the Small Business Edition installation.They are shown to illustrate the ease of the Small Business Edition installation
vs. the Profession installation. Students should also be aware that these optional
installation settings are available.
Step 6 Select Installation LocationThis page identifies which directory location on the Microsoft CRM Server is
used to store the Microsoft CRM server components. C:\Program
Files\Microsoft CRM is the default location presented on the page.
Step 7 Web SiteThe Web Site page indicates which web site should be used for storing the
Microsoft CRM web components. The following two options are available:
The installation user can select an existing web site from the drop-
down list.
NOTE: Select Refresh if the web site that you plan to use does not appear in this list.
The installation user can select a check box that directs the Setupprogram to create a new web site.
If you click the option to let the Setup program create the web site, the Microsoft
CRM Web site that is created will be located at: C:\ProgramFiles\Microsoft
CRM\Microsoft CRMWeb. Also located in this folder is a web.config file for
this Web site.
FIGURE 15:SELECT THE MICROSOFT CRM WEB SITE
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During Microsoft CRM setup, you must use a web site that refers to a local folder
location in the Path field on the home directory of the IIS console. During
Microsoft CRM setup, if you specify a Web site that uses a "home" network
shared folder on another server, Microsoft CRM Setup fails with any of the
following errors:
Error 1327. Invalid Drive: H:\
Installation failed prematurely...
Failed to install Microsoft CRM Server
Failed to Install MSI part of Microsoft CRM Server Setup
Unspecified error
(80004005)
Step 8 Select SQL ServerThis page indicates which SQL Server should be used as the database server for
the Microsoft CRM installation. This page includes the following options:
The installation user can select the SQL Server from a list ofavailable servers in the domain.
NOTE: Select Refresh if the SQL Server that you plan to use does not appear in this
list.
The installation user must select an option that indicates whether theSetup program should create a new database or connect to an
existing database.
The "Create new databases" option should be selected when theSetup program is installing the first Microsoft CRM Server in the
organization's deployment.
If multiple Microsoft CRM Servers are installed, select the"Connect to existing databases" option for each subsequent
Microsoft CRM Server installation.
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NOTE: If you select the "Connect to existing databases" option, the SQL Server thatyou select should be the server on which the existing database exists. The SQL Server
is immediately validated when you select this option, and an error is displayed if the
Microsoft CRM database does not exist on this server.
FIGURE 16:SELECT SQLSERVER
Step 9 Specify SQL Server Reporting Services ServerThis page directs the Server Setup program to either install Microsoft SQL
Server 2000 Reporting Services (SRS) or connect to an existing SRS server to
run the Microsoft CRM reports. The following options are available on the page:
If you click the Install new Report Server option, you can alsoindicate whether the Server uses an SSL certificate. The following
SSL options are available:
If you click the Use Secured Sockets Layer (SSL) check box,the Setup Server program tries to associate a Secure Socket
Layer (SSL) certificate with the web site for installing SRS. If acertificate is found, then SSL will be used for retrieving data
from the Report Server.
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If you click the Use Secured Sockets Layer (SSL) check boxand an SSL Server certificates is not associated with the web
site, then an error message is returned.
FIGURE 17:SSLERROR MESSAGE
If you do not click the Use SSL certificate check box, then datais retrieved from the Report Server within a potentially non-
secure deployment.
If you click the Connect to existing Report Services Serveroption, then you must enter the URL of the existing report
server.
IMPORTANT: If you select Connect to existing Report Services Server, be sure to use
the Report Server URL and not the Report Manager URL. To verify that you are using
the correct URL, in a browser, go to what you expect is the Report Server URL. Youshould see a page titled /ReportServer /: with text showing the version
number: Microsoft SQL Server Reporting Services Version 8.00.1038.00.
FIGURE 18:SQLREPORTING SERVICES SERVER
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Step 10 Select the AD Organizational UnitThis page identifies the organizational unit within Active Directory that will
contain the Microsoft CRM System Groups. You must point the Setup program
to an existing domain or Organizational Unit. If you select an organizational unit,
it must be in the same domain that Microsoft CRM is being installed to.
To use this page clickBrowse to display the organizational tree structure within
Active Directory, and then click either the domain or an organizational unit from
within the domain.
FIGURE 19:SELECT THE ORGANIZATIONAL UNIT
Step 11 Specify the Security Account for the Microsoft CRMServices
This page identifies which security account is used for the following Microsoft
CRM services that are installed:
Microsoft CRM
ASP.NET
SQL Reporting Services
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You can either use the same account for each service, or specify a different
account for each service. The accounts include the following:
Local System account (see Note below)
Network service account (this is the default for each service)
Domain user account
FIGURE 110:SPECIFY THE SECURITY ACCOUNT
NOTE: If you select to install using a Domain user account and depending on the
password policies you have implemented for your organization the password for the
user may expire. The user will have to change the password for Microsoft CRM
services to be the same as his or her logon.
NOTE: The Local System account is only available on Windows 2000 Server; it is not
an option on Windows Server 2003.
NOTE:If you select to run the ASP.NET service under a domain user account that is
not either a domain administrator or a local administrator you must set a local
security policy after you install Microsoft CRM Server. This enables the ASP.NET
service to work correctly.
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Step 12 Exchange Server SettingsThis page allows you to identify the Exchange Server that is used for processing
incoming e-mail, as well as outgoing mail sent from the web client. The
following features are included with e-mail options on this page:
Incoming Exchange Server. Specifying the name of the incomingExchange Server during Microsoft CRM Server Setup is a security
feature. Microsoft CRM only s incoming email from this server. The
design goal is to prevent hackers from using any Exchange Server to
send a Denial of Service attack on Microsoft CRM by requesting an
extensive amount of activity creation.
When you enter the name of the Incoming Exchange Server onthis page, the Setup program adds it to the PrivUserGroup in the
Active Directory organizational unit.
If you leave the Incoming Exchange Server field blank, youreceive the following warning message directing you to add the
server to this security group.
FIGURE 111:EXCHANGE SERVER WARNING MESSAGE
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Outgoing SMTP Server. These options control which SMTP serverprocesses outgoing e-mail from web clients. The default option is to
use the default SMTP server settings for all outgoing mail.
Alternatively, you can use a remote SMTP server, in which case you
must enter the server name, port, authentication method, username
and password (if needed). You can also indicate whether this remote
SMTP server requires a secure connection (SSL).
FIGURE 112:EXCHANGE SERVER SETTINGS
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Microsoft CRM Integration with SBS Fax Service
One of the features specific to the Small Business Edition of Microsoft CRM is
that it integrates tightly with the Small Business Server Fax service. This
integration allows faxes to be sent and received directly from within Microsoft
CRM using the Fax activity.
The Microsoft CRM-Fax Router Service is installed automatically, but is only
enabled if the Windows Fax service is installed and enabled. When the MicrosoftCRM-Fax Router Service is enabled, a queue called "Fax Queue" is
automatically created in the Microsoft CRM application. This queue cannot be
deleted or modified.
Because the Microsoft CRM-Fax Router Service uses the existing Windows Faxservice, configuration and administration tasks are performed using the existing
Server Management Console in Small Business Server. These tasks include
creating or modifying cover letters, viewing send/receive status of faxes,
troubleshooting, etc. and should already be familiar to Small Business Server
administrators.
Incoming Fax Routing
When the Microsoft CRM-Fax Router Service is enabled, incoming faxes arereceived and processed as follows:
1. The Windows Fax Service receives an incoming fax.
2. The Microsoft CRM-Fax Router Service intercepts the fax and runs
the first page through its Optical Character Recognition (OCR)
software.
3. The OCR software looks to see if there is a cover page and uses
heuristic rules to attempt to capture the fax recipient name.
4. The captured recipient name is compared to the list of users' names
in Microsoft CRM to see if there is a match.
5. If there is a match, a fax activity is created in Microsoft CRM and
assigned to the matching user.
6. If there is no match (or if a recipient cannot be determined using the
OCR software), a fax activity is created in Microsoft CRM and
assigned to the Fax Queue.
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Sending Outgoing Faxes
When the Microsoft CRM-Fax Router service is enabled, a button will be visible
in the Fax Activity form labeled Send. This button can be used to send faxes
directly from Microsoft CRM as follows:
1. Create a new Fax Activity.
2. Fill in all required information including Recipient and Cover Page.
NOTE: Available cover pages are pulled from the Small Business Server Fax
Management Console and are presented as a picklist of choices.
3. Save the activity.
4. Use the attachment button on the activity toolbar to attach the
document to be faxed. NOTE: Because the Windows Fax service is
used to send the fax, all document type restrictions for this service
apply. Please review the Microsoft Small Business Serverdocumentation for a list of supported document types.
5. Press the Send button in the activity toolbar.
6. The fax will be sent and an activity record created.
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Installing the Microsoft CRM 3.0 Client for Outlook
Microsoft CRM Client for Outlook Overview
The Microsoft CRM clients for Outlook that are available in Microsoft CRM 3.0
include:
An online-only, multi-user client. This is referred to as the"Microsoft CRM 3.0 desktop client for Microsoft Office Outlook."
The desktop client is designed for shared workstations and terminal
services/Citrix scenarios. This client supports multiple, sometimes
concurrent, Outlook client users on the same computer. This client
cannot be taken offline.
An offline-enabled single-user client. This is the same MicrosoftCRM client for Outlook that was available in earlier versions of
Microsoft CRM. This client can function while online with the
Microsoft CRM Server, as well as in an offline mode. It is referred toas the "Microsoft CRM 3.0 laptop client for Microsoft Office
Outlook."
FIGURE 113:MICROSOFT CRMCLIENTS FOR MICROSOFT OFFICE OUTLOOK
When running the Client Setup program, you are asked to specify on theWelcome page which Outlook client you want to install. The earlier chapter titled
Microsoft CRM Components examined in detail the differences between the two
clients.
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Error! Reference source not found. displays a summarized list of the primary
features of each client.
Microsoft CRM 3.0 desktop client for
Outlook
Microsoft CRM 3.0 laptop client
for Outlook
Online-only, multi-user client Online and Offline-enabled, single-user client
Intended for computers that never go
offline
Intended for computers that are
required to take data offline
Enables multiple installations of the
client on the same computer (for
example, shift workers sharing a
desktop machine)
Only one installation per computer
Installation does not install the MSDE
database or the local web server
Installs a local MSDE database and
a local web server for offline
processing
No local (offline) platform logic Offline processing uses localplatform logic
Always online, so that no Microsoft
CRM synchronization required
Requires offline Microsoft CRM
synchronization
Manual Outlook synchronization New schedulable Outlook
synchronization capability
TABLE 12:MICROSOFT CRM CLIENTS FOR OUTLOOK COMPARISON
Microsoft CRM 3.0 Client for Outlook Pre-Installation Requirements
Both Microsoft CRM clients for Outlook require:
Check () boxwhen verified
Component Requirement
Operating
System
Windows 2000 Professional with SP4; or
Windows XP Professional with SP1 (Service
Pack 2 is supported but not required)
Internet Internet Explorer 6.0 with SP1 or later; or
Internet Explorer 7.0
Data
Provider
Microsoft Data Access Components
(MDAC) 2.8 with SP1 or laterOffice Microsoft Office 2003 Editions with SP1; or
Microsoft Office XP (2002) with Service
Pack 3
TABLE 13:MICROSOFT CRMCLIENT FOR MICROSOFT OFFICE OUTLOOK SOFTWAREREQUIREMENTS
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The following components are installed by the Microsoft CRM Outlook Client
Setup program if they do not exist on your client computer:
Microsoft SQL Server 2000 Desktop Engine (MSDE) with SP4 even if SQL Server 2000 is installed on the machine (only for the
Microsoft CRM laptop client for Outlook)
Microsoft XML Core Services (MSXML) 4.0 with SP2
Microsoft .NET Framework 1.1 with SP1 or later
Windows Hotfix Q320211
Both clients have similar software requirements, including the fact that the
language of the client must match the language of the Microsoft CRM Server.
For example, you cannot install a German version of Microsoft CRM Server and
a Spanish version of the clients. The Microsoft CRM Server and the laptop and
desktop Outlook clients installed within a Microsoft CRM deployment must all
be the same language.
While both clients share the software requirements mentioned above, there are
also differences between the two, including:
Both clients cannot be installed and cannot co-exist on the samecomputer at the same time.
Each installation of the Microsoft CRM laptop client for Outlooksupports only one user.
Each installation of the Microsoft CRM desktop client for Outlooksupports multiple users. However, each person logging on to the
client computer must use the same client installation and the
computer must be set to only one language configuration.
To switch from one client to the other on the same computer, you must uninstall
the existing client and install the other.
Installing from the Client CD
When installing the client directly from the Client CD, the installation user must
be a Local Administrator on the computer. This is a requirement to simply run
the Client Setup program itself, as well as a SQL requirement that allows the
Setup program to create the MSDE database on the client computer.
This section examines each step in the installation process for the Microsoft
CRM 3.0 Client for Outlook. No screen images are displayed of each step,
because the steps are basically the same as those documented in the lesson onMicrosoft CRM Server Setup.
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Step 1 Select Client TypeOn the Welcome page, select which version of the Microsoft CRM Client for
Outlook to install. The two options include:
Install Laptop Client (Microsoft Outlook-integrated Microsoft CRM
client with Offline Microsoft CRM)
Install Desktop Client (On-line only Microsoft Outlook-integratedMicrosoft CRM client)
Step 2 End User License AgreementThe installation user can select to print the End User License Agreement
(EULA). However, the user cannot continue with the installation until the license
agreement is accepted.
Step 3 Install Required ComponentsThis screen identifies any software components required by the Microsoft CRM
Client Setup program that have not been installed on the client machine. The
installation user must simply click Install and the Setup program installs each
missing component. This screen will not appear if all required components are
installed.
Step 4 Specify the Microsoft CRM ServerEnter the URL of the Microsoft CRM Server to which the client machine will be
connected.
Step 5 Participate in the Customer Experience Improvementprogram
This screen allows users to indicate whether they want to participate in the
Customer Experience Improvement program with Microsoft. Features of thisprogram include the following:
Microsoft is able to gather anonymous information about yourhardware configuration and how you use Microsoft software and
services.
The data is used to identify trends and usage patterns.
Microsoft does not gather any personal or business specific data suchas your name, address, or any other personally identifiableinformation.
There are no surveys to complete, no salesperson will call you, andyou can continue to work without interruption.
It is simple, friendly, and completely anonymous.
Step 6 Select Install LocationsSelect the directory in which the Client components will be installed. The default
location is typically used.
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Step 7 System RequirementsAt this point all the system parameters being used to install the Client have been
entered by the installation user. With this step the Client Setup program runs the
Environmental Diagnostic Wizard, which verifies each system requirement. For
any requirement that fails, Dr. Watson reporting provides a user-friendly
description of the error and suggested steps to solve the problem.
Step 8 Ready to Install the ApplicationThis screen displays all the selections that you made on the previous screens. If
there are any parameters that need adjusting, you can navigate back to the
appropriate screen and adjust the parameters accordingly.
Step 9 Installing Microsoft CRM Client for OutlookThe Microsoft CRM Client Setup program installs the Microsoft CRM client forOutlook.
Install using Small Business Server Management Console
The Outlook client can also be deployed through a network installation using
Small Business Server's Management console. This method of installation does
not require the end-user be a member of the Local Administrator group. Using
the console is also preferable because it eliminates the need for the system
administrator to be present at the physical client machine. Multiple installations
can be configured and performed from the centralized server location.
When Microsoft CRM Small Business Edition is installed on the Small Business
Server, the two types of Outlook client are added to the list of client applications
available for network installation.
The Outlook client can then be added to a workstation using the Set Up Client
Applications Wizard provided in the Manage Client Computers section of theServer Management console. When a user next logs in to the workstation, the
installation will begin.
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NOTE:Do not install both the laptop and desktop clients on the same machine.
FIGURE 114:INSTALLING THE OUTLOOK CLIENT THROUGH SBSSERVERMANAGEMENT CONSOLE
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Conclusion
This lesson has reviewed Microsoft CRM Small Business Edition and
highlighted points related to its installation. Pre-installation topics such as
licensing, requirements, and planning have been discussed. The simplified Small
Business Edition installation procedure has been described in detail and the twoways of installing the Outlook client have been reviewed.
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Quick Interaction: Lessons Learned
Take a moment and write down three Key Points you have learned from this
chapter:
1.
2.
3.
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Chapter 2: Configuring Microsoft CRM Small Business Edition
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CHAPTER 2: CONFIGURING MICROSOFT CRMSMALL BUSINESS EDITION
ObjectivesActively participating during this chapter helps you:
Use the Microsoft CRM Small Business Edition ConfigurationWizard
Understand Microsoft CRM security concepts including privileges,access levels, and roles
Understand security role defaults and customization flexibility
IntroductionThis chapter discusses the implementation task to be performed during the post-
installation of Microsoft CRM. These tasks have been much simplified for small
businesses due to the existence of the Small Business Edition Configuration
Wizard. This wizard provides a step by step questionnaire to automate a number
of otherwise manual tasks. The Microsoft CRM security model is discussed and
security role customization is demonstrated.
Using the Configuration Wizard
After the Microsoft CRM Small Business Edition server installation is
completed, a shortcut is created on the desktop labeled Microsoft CRM Small
Business Edition Configuration Wizard. The target executable is called Microsoft
CRM.SBE.ConfigurationWizard.exe and is located in the Program
Files\Microsoft CRM\Tools folder.
The Microsoft CRM 3.0 SBE Configuration Wizard walks the configuration user
through a simple questionnaire and automates a number of standard configuration
tasks based on the answers provided. It simplifies the configuration stage of the
Microsoft CRM implementation, providing an easier and more affordable
installation for small businesses.
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The user completing the wizard must be the same user who installed Microsoft
CRM SBE and must have an understanding of the structure of the sales and
service operations of the CRM organization. The wizard should be run and
configuration settings prior to performing manual configurations or
customizations and prior to entering data. After completing the wizard, the
configuration settings can be saved in an XML file for later use, or directly
applied through the wizard. Work cannot be saved until the wizard is completed,and as a result, the wizard must be completed in one sitting. Also be aware, that
the wizard's configuration changes can only be applied once and can only bechanged or undone manually.
FIGURE 21:THE MICROSOFT CRMSBECONFIGURATION WIZARD
The Microsoft CRM 3.0 SBE Configuration Wizard guides the user through the
following steps:
Step 1: Define Organization Details
In this section, provide the following organizational information:
Primary industry served The wizard provides a picklist ofstandard industries and uses this information to define the subject
hierarchy with Microsoft CRM. Subjects are used to categorize manytypes of information, such as cases and knowledge base articles.
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Does your company use more than one location for providingserver? This is used later in the wizard to determine which
customer service information needs to be provided.
FIGURE 22:DEFINE ORGANIZATION DETAILS FORM
Step 2: Edit Subjects
A subject hierarchy is provided automatically based on the primary industry
served chosen in step one. During this step, items can be edited, removed, or
added to the subject list.
FIGURE 23:EDIT SUBJECTS FORM
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Step 3: Define Sales Operations
This step matches terminology and formats used in Microsoft CRM to match the
way the organizations does business. This makes it easier for staff to use and
decreases adoption time.
How would you like to display full names in Microsoft CRM? The wizard provides a picklist of the following options.
Last Name, First Name
First Name Last Name
Last Name, First Name Middle Initial
First Name Middle Initial Last Name
Last Name, First Name Middle Name
First Name Middle Name Last Name
What do you call the companies that you do business with? The
wizard provides a picklist of both singular and plural forms ofcommon terms. This choice will replace instances of the default term
"Account" used in Microsoft CRM forms, reports, etc. The picklist
options are:
Account(s)
Business(es)
Vendor(s)
Merchant(s)
Company(ies)
Family(ies)
What do you call the individuals that you work with? Thewizard provides a picklist of both singular and plural forms of
common terms. This choice will replace instances of the default term
"Contact" in Microsoft CRM forms, reports, etc. The picklist options
are:
Contact(s)
Client(s)
Guest(s)
Patron(s)
Donor(s)
Patient(s)
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Do you use sales territories to manage your sales force? SelectYes or No depending on how sales force for the organization is
structured.
FIGURE 24:DEFINE SALES OPERATIONS FORM
Step 3b: Define Territories
If sales territories are used to manage the organization's sales force, they are
entered during this step. Territories can help increase productivity and make it
easier to manage the sales force. Territories can be created based on products or
geographical regions.
FIGURE 25:DEFINE TERRITORIES FORM
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Step 4: Define Top Competitors
Monitoring the competition is important so that coaching can be provided for
sales representatives on how to win contested opportunities. The Microsoft CRM
Competitor Win Loss Report can be used to monitor success against each
competitor. Enter up to five top competitors.
FIGURE 26:DEFINE TOP COMPETITORS FORM
Step 5: Define Service OptionsWhen customers experience trouble with products or services, ensuring a positive
customer service experience can be the difference between keeping a customer
and causing them to take their business elsewhere. Microsoft CRM provides
service representatives with the information they need to resolve customer
complaints quickly and with the right information. Provide the following service
operation information:
Do you provide customer support using e-mail?
If Yes, what is the e-mail address for e-mail support?
What do you call the incidents that you track for customers?
The wizard provides a picklist of both singular and plural forms ofcommon terms. This choice replaces instances of the default term
"Case" in Microsoft CRM forms, reports, etc. The picklist options
are:
Case(s)
Incident(s)
Ticket(s)
Problem(s)
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Event(s)
Bug(s)
Do you use teams of service representatives, with each teamhaving a specialty?
FIGURE 27:DEFINE SERVICE OPTIONS FORM
Step 6: Define Service Sites
Grouping your service resources into sites will allow equipment and personnel to
be assigned to a specific service area. This makes it possible to schedule servicesappropriately.
FIGURE 28:DEFINE SERVICE SITES FORM
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Step 7: Define Service Queues
Any customer service request or complaint that is ignored can cause a customer
to take their business elsewhere. Queues help organize and balance the load on
service representatives, and help avoid assigning activities and service to an
employee who is out of the office. When knowledge based articles are published,
queues can be used instead of individuals for the approval cycle.
FIGURE 29:DEFINE SERVICE QUEUES FORM
Step 8: Configuring Microsoft CRM
Select whether to configure Microsoft CRM now or to save the configuration
information to an XML file to use later. If Now is chosen, the configuration takes
place immediately. If Later is chosen, a file name and location must be chosen
for the created XML file.
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To configure Microsoft CRM from this XML file later, the wizard must be run
from a command window using the path and file name of the XML file. To run
the wizard, in a command window, change directories to Program
Files\Microsoft CRM\Tools folder, and then type Microsoft
CRM.SBE.ConfigurationWizard.exe .
FIGURE 210:CONFIGURING MICROSOFT CRMFORM
Step 9: Review Summary
After all questions have been completed, the wizard displays a summary of the
configuration changes that will be applied. Review this list and correct any errors
by navigating back to the step to be corrected.
FIGURE 211:SUMMARY REVIEW
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Step 10: Select Microsoft Server
Enter the URL of the Microsoft CRM SBE server. NOTE: You must have the
Microsoft CRM System Administrator security role in order to continue. If you
do not, clickBack, and save the configuration information as an XML file to be
used later.
FIGURE 212:SELECT CRMSERVER FORM
Step 11: Import Customization
The configuration starts and a status bar shows total progress. The status of each
customization area is displayed with an indicator showing whether the
customization was skipped, succeeded, failed, or is in progress.
FIGURE 213:IMPORT CONFIGURATION STATUS SCREEN
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Configuring Microsoft CRM SBE Security
Goals of the Microsoft CRM Security Model
The goals of the Microsoft CRM security model include the following:
To give users access to the appropriate levels of information requiredto do their jobs.
Categorize types of users to define roles and restrict access based onthose roles.
Support data sharing so that users can be granted access to objectsthey do not own for a specified collaborative task.
Prevent a user from accessing objects that the user does not own orshare.
FIGURE 1:FUNCTION OF ROLES
Types of Security
These goals are accomplished through use of two types of security models, each
of which is incorporated in security roles.
Role-based security in Microsoft CRM focuses on grouping a set ofprivileges together which describe the tasks performed by a user in a
specific job function.
Object-based security in Microsoft CRM focuses on user rights tothe primary business objects such as Leads, Opportunities, Contacts,
Accounts, and Incidents (Cases). This kind of security forms the core
of the Microsoft CRM solution.
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The combination of role-based security and object security defines the overall
security rights users possess within their Microsoft CRM application. Although
default roles are automatically created by the Microsoft CRM Server Setup
program to make implementations easier, quicker, and less costly, custom roles
can also be created to satisfy unique security requirements.
Security Configuration OptionsMicrosoft CRM implementers and administrators should clearly understand the
use of security roles in their Microsoft CRM implementations. Two options are
available when configuring system security:
Microsoft CRM can be quickly deployed by assigning each user oneor more default roles that map to their job functions.
For some businesses, the privileges and access levels included in thedefault roles do not provide the preferred security level. In those
cases, the default roles can serve as a template to create customized
roles.
This lesson examines the privileges and access levels that are built in to each
role, and reviews the steps involved in creating new roles and customizing
existing roles to fit your business requirements.
Privileges and access levels work together through the use of security roles.
Privileges Privileges define what actions a user can perform oneach entity in Microsoft CRM. Privileges are pre-defined in
Microsoft CRM and cannot be changed. A few examples of
privileges include:
Create
Read
Write
Delete
Access Levels Access levels indicate which records associatedwith each entity the user can perform actions upon. Although default
access levels are assigned to each privilege, the access level can be
changed.
EXAMPLE: If a role allows the user to delete accounts, then the access level
associated with the account delete privilege will