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

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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.

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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

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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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Table of Contents

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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

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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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Implementing Microsoft CRM 3.0 Small Business Edition

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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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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

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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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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:


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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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.


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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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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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

Page 41

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

implementing microsoft crm small business edition

Documents