microsoft crm components(chapter-1)

Chapter 1: Microsoft CRM Components

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CHAPTER 1: MICROSOFT CRM COMPONENTS Objectives

Actively participating during this lesson helps you:

• Understand the role of the Microsoft® CRM Server in a Microsoft CRM deployment

• Understand the differences between the two versions of the Microsoft® CRM client for Microsoft Office Outlook®

• Understand the Microsoft CRM web browser client • Understand the role of Microsoft Exchange in processing incoming

and outgoing e-mail • Understand the role of the Microsoft CRM Exchange E-mail Router

in processing incoming e-mail • Understand the role of Microsoft SQL Server® and the databases

employed by Microsoft CRM • Understand the role of Microsoft SQL Server Reporting Services • Understand the role of Active Directory in a Microsoft CRM

deployment • Understand the role of Internet Information Services (IIS) in a

Microsoft CRM deployment

Overview This lesson examines the following core components of Microsoft CRM:

• Microsoft CRM Server • Web browser client • Microsoft CRM 3.0 desktop client for Microsoft Office Outlook • Microsoft CRM 3.0 laptop client for Microsoft Office Outlook • Microsoft Exchange 2000 or 2003 • Microsoft CRM 3.0 Exchange E-mail Router • Microsoft SQL Server 2000 or 2005 • Microsoft SQL Server Reporting Services 2000 or 2005 • Active Directory • Internet Information Services

Microsoft CRM Installation and Configuration

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Understanding the Microsoft CRM Components In a sense, business application software is much like a puzzle. In order to successfully complete a puzzle, you must first turn over each piece to determine how it connects with the other pieces. Then you have to correctly connect each piece to the pieces adjacent to it. And to successfully match pieces, you generally need a picture to follow so that you know what the desired end-result looks like. Successfully installing and configuring Microsoft CRM can be similar to putting together a puzzle. Each of the Microsoft CRM components must correctly connect with the others in order to successfully install the application. And to do this, you must understand the role of each component and how it fits in with the other components to make up the final installed product.

FIGURE 1-1: MICROSOFT CRM COMPONENTS The purpose of this lesson is to:

• Introduce you to each component of a Microsoft CRM implementation; and

• Prepare you for the installation and configuration processes by examining how each component fits into the overall scheme of a Microsoft CRM implementation.


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Taking Advantage of Microsoft .NET Technologies Microsoft CRM offers a scalable enterprise platform based on open standards. Microsoft CRM was specifically designed to integrate with third-party applications and legacy systems by using Web Services. For example, built-in support for XML allows partners and ISV's to quickly build solutions that connect new trading partners or offer new functionality. Because it uses Microsoft .NET−connected technologies, Microsoft CRM offers the following advantages:

• It is easy to deploy, customize, and use. • It can be accessed from Microsoft Outlook. • It integrates with other business applications. • It scales as your business grows.

Microsoft CRM Server Integrated Technologies The Microsoft CRM Server is the application server that contains the application and custom business logic. It is built on .NET technologies designed to work now and into the future, protecting business value and providing an integrated environment that can be extended across systems and platforms. The unified, flexible .NET architecture of the Microsoft CRM Server combines with the following Microsoft families:

• Microsoft Windows® Server™ 2000 or 2003 and Microsoft® Active Directory®

• Microsoft Small Business Server 2003 • Microsoft SQL Server 2000 or 2005 • SQL Reporting Services 2000 • Microsoft Exchange Server 2000 or 2003

This combination of Microsoft technologies is designed to ensure the following features:

• High performance • Tight security • Rich messaging functionality • Efficient, affordable customizations and integrations


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The Role of the Microsoft CRM Server The Microsoft CRM Server takes on two roles in a Microsoft CRM deployment. It acts as both the Microsoft CRM:

• application server, and • web server

FIGURE 1-2: ROLE OF THE MICROSOFT CRM SERVER

Microsoft CRM Application Server In its role as the Microsoft CRM application server, the Microsoft CRM Server contains the application and platform layer code that processes queries and updates the Microsoft CRM database. The Microsoft CRM Server is the foundation upon which the rest of the application is built. It provides important components that must be implemented in order to obtain a complete Microsoft CRM application. From an overall implementation standpoint, the Microsoft CRM Server is responsible for the following tasks:

• Controlling access to objects through security • Controlling access to the database • Providing the User Interface to each Web client based on the user's

security rights • Raising events for workflow processes and custom business logic

implementations • Downloading the Microsoft CRM database objects to the local

MSDE database of the Microsoft CRM laptop client for Outlook when it goes offline


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• Synchronizing Microsoft CRM laptop client for Outlook database changes back to the Microsoft CRM database

• Providing both incoming and outgoing Microsoft CRM e-mail processing

Microsoft CRM Web Server In its role as the Microsoft CRM web server, the Microsoft CRM Server uses Internet Information Services (IIS) as the web service that renders the web pages used by Microsoft CRM. IIS must be installed on the Microsoft CRM Server prior to running the Server Setup program. When Microsoft CRM Server is installed, the Server Setup program stores the Microsoft CRM web pages in IIS within a dedicated Microsoft CRM web site. During this process, the Server Setup program gives you the choice of which web site to use. You can either:

• let the Setup program create the web site for you; or • specify a custom web site to use.

The relationship between Microsoft CRM and IIS is examined in greater detail in the section titled IIS and Microsoft CRM 3.0 on page 28.

Microsoft CRM Clients Because it is built on .NET technologies, users can access Microsoft CRM in either of two ways:

• Through a web application that is running in Microsoft Internet Explorer

• Through a Microsoft CRM client for Microsoft Office Outlook. The Web Browser client provides a web-based user experience through a zero footprint instance running in Internet Explorer. The browser client provides access to all Microsoft CRM functionality. The Microsoft CRM client for Outlook provides a Windows-based user experience through a rich Win32 implementation natively embedded into Microsoft Outlook. NOTE: Microsoft CRM 3.0 supports web client access over the internet using https and SSL certificates. However the same support for the Microsoft CRM client for Outlook is not available in this release.


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The Web Browser Client The Microsoft CRM Web Browser client uses ASP.Net to serve the user interface to Internet Explorer. Note the following when working with the Web Browser client:

• The application framework is specifically tuned to support high numbers of users, but without the expense of requiring a large server.

• The server-side web pages made available to the browser client are the ASP.Net pages processed by the IIS web server.

Most of the client-side "code" is generated by the application tier and delivered for processing to the browser. Microsoft CRM makes extensive use of Internet Explorer behavior and client-side scripts to reduce the overall network traffic. This functionality is actually used by both clients.

The Microsoft CRM Client for Microsoft Office Outlook The Microsoft CRM client for Microsoft Office Outlook is a feature-rich 32 bit application framework installed upon the local client machine. Built to support the web-based Microsoft CRM application logic, it enables salespeople, customer service representatives, and marketing representatives to access Microsoft CRM through the Microsoft Outlook e-mail and messaging client. There are two types of Microsoft CRM clients for Outlook:

• Microsoft CRM laptop client for Outlook • Microsoft CRM desktop client for Outlook

FIGURE 1-3: MICROSOFT CRM CLIENTS FOR MICROSOFT OFFICE OUTLOOK


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The Microsoft CRM desktop client for Outlook One of the new features in Microsoft CRM 3.0 is the inclusion of an "online only" Microsoft CRM client for Outlook. Referred to as the Microsoft CRM desktop client for Outlook, this client supports the following multiple user scenarios:

• Multiple serial users on a shared workstation; and • Multiple concurrent users for centralized applications servers such as

Citrix and Terminal Services. A significant number of Microsoft CRM clients for Outlook are installed on computers that will never be disconnected from the CRM server (such as workstations) or in scenarios where offline is not supported (such as hosting). In these scenarios, the ability to go offline and the components that support offline use are not required. Therefore, the Microsoft CRM desktop client for Outlook Setup program does not include installation of the following:

• A local Microsoft Data Engine (MSDE) database • An offline web server • Local platform layer logic

The Microsoft CRM laptop client for Outlook The Microsoft CRM laptop client for Outlook provides online processing functionality and optional offline functionality. One of the main features of the Microsoft CRM laptop client for Outlook is that it optionally provides a disconnected user experience for sales, service, and marketing representatives who are not always connected to a corporate LAN. When the Microsoft CRM laptop client for Outlook is installed, the Client Setup program installs the following components:

• a local version of the Microsoft CRM platform logic • a local web server • a local MSDE database


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The Microsoft CRM laptop client for Outlook uses each of these local components when operating in an offline mode.

FIGURE1- 4:- MICROSOFT CRM LAPTOP CLIENT FOR OUTLOOK The key features of the Microsoft CRM laptop client for Outlook include the following:

• User-level security controls going offline. The Microsoft CRM laptop client for Outlook can be restricted from going offline by the security privilege "Go Offline". If this option is set in the user's security role(s), the Microsoft CRM laptop client for Outlook can be taken offline. Otherwise, the user can only use the client when connected online.

• Local platform layer. When you work offline, the Microsoft CRM laptop client for Outlook uses the local platform layer to process the application and platform logic against each transaction. The local platform layer is used when the client is online as well.

• Local data storage. When you work offline, the Microsoft CRM laptop client for Outlook stores data in a local Microsoft Data Engine (MSDE) database. It also maintains a local metabase database for offline processing.

• Local web server. The Microsoft CRM laptop client for Outlook maintains its own local web server for offline processing. This local web server is installed within the Outlook object model. The same ASP.NET web pages that are stored on the IIS web server are copied down to the client's local web server when the client goes offline. This enables the user interface to remain consistent between web browser and the Microsoft CRM laptop client for Outlook working in an offline state.


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• Outlook synchronization. The client keeps Outlook objects synchronized where overlap between Outlook and Microsoft CRM objects naturally occur. Where there is a natural overlap between Outlook and Microsoft CRM objects such as calendar items, e-mail, and contacts, synchronization keeps these objects consistent between the two applications.

• Security when going offline. When a user goes offline, they can download to their local MSDE database either all of the records which they own or have access to based on their security roles, or just a subset of these records based on a user-defined view of their data.

• Security when going online. When an offline client reconnects to the central server, the user's security privileges are checked against all data that is uploaded from the local MSDE database to the Microsoft CRM database.

• Common user interface. Because the Microsoft CRM laptop client for Outlook maintains local copies of the server database, metabase, and user interface forms, product customizations are maintained across both the web-based and Outlook-based clients.

• Online vs. Offline processing. Database queries and updates differ depending upon whether the Microsoft CRM laptop client for Outlook is online or offline. – When online (i.e. connected to the Microsoft CRM Server), all

database queries and updates occur directly to the Microsoft CRM database.

– When offline (i.e. disconnected from the Microsoft CRM Server), all database queries and updates are performed against the local MSDE database.

A Common User Interface Both the desktop and laptop clients make use of the rendering technology built into Internet Explorer. With the Microsoft CRM laptop client for Outlook, the internal rendering engine of Internet Explorer is hosted inside Microsoft Office Outlook. This creates the same general presentation of Microsoft CRM that is presented in the web browser client and the desktop client based on the following features:

• The client installation process loads a personal web server on the Microsoft CRM laptop client for Outlook.

• When the laptop client goes offline, the exact same web pages stored in the IIS web server and displayed on the browser client are copied to the client's personal web server.

• Similarly, the XSL style sheets that are stored in the metadata and used to render the information on the web pages are copied to the client's local metadata database.


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• Significant processing efficiencies are gained by this design because both the laptop and desktop clients deal with the same code base when displaying their web pages.

FIGURE 1-5: COMMON UI EXPERIENCE

By utilizing a common forms component, Microsoft CRM provides a common user experience in each client. In addition, ISV's and implementers can customize the user interface once and have those same customizations automatically available on every client. NOTE: Microsoft CRM also makes extensive use of Internet Explorer behaviors and client-side scripts to reduce the overall network traffic.

Microsoft Exchange 2000 or 2003 Microsoft Exchange is a necessary component if your organization plans to send and receive e-mail in Microsoft CRM. The following are important Microsoft Exchange features:

• Microsoft Exchange is not required in order to implement Microsoft CRM 3.0.

• Microsoft Exchange is only required if you want to send and receive e-mail through Microsoft CRM.

• Microsoft CRM 3.0 supports Active/Passive Exchange Server Clustering.

• If Microsoft Exchange is deployed, the Microsoft CRM Exchange E-mail Router creates e-mail Activity records in Microsoft CRM for inbound Microsoft CRM e-mail messages.


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• If you install Microsoft CRM 3.0 on a Windows 2000 Server, then you must install Microsoft Exchange Server 2000 for e-mail processing.

• If you install Microsoft CRM 3.0 on a Windows 2003 Server, then you must install Microsoft Exchange Server 2003 for e-mail processing.

Incoming E-mail and the Microsoft CRM Exchange E-Mail Router The Microsoft CRM Exchange E-mail Router is a Microsoft CRM service that provides an interface between Microsoft CRM and Microsoft Exchange. The sole purpose for the router in Microsoft CRM 3.0 is to create e-mail Activity records in Microsoft CRM for each incoming Microsoft CRM e-mail message, as well as non-Microsoft CRM e-mail messages if the system settings option is selected to accept unsolicited e-mail. The following steps summarize the flow of incoming e-mail and the role played by the Microsoft CRM Exchange E-mail Router:

• In Microsoft CRM 3.0 a dedicated Microsoft CRM mailbox must be created on a selected Microsoft Exchange Server (this can be any Exchange Server in your deployment). – This mailbox acts as a queue for holding all incoming Microsoft

CRM and non-Microsoft CRM messages that will be processed by the router.

• The Exchange E-mail Router is a Microsoft CRM service that must

be installed on this same Exchange Server after the Microsoft CRM mailbox has been created.

• The Microsoft CRM Exchange E-mail Router Setup program installs a Rules Deployment Wizard that assigns forwarding rules to each Microsoft CRM user's mailbox. – The forwarding rules send copies of ALL incoming e-mail, both

Microsoft CRM and non-Microsoft CRM e-mail, to the Microsoft CRM mailbox.

• When an incoming e-mail message is forwarded from a user's

Exchange mailbox to the Microsoft CRM mailbox, the Exchange E-mail Router reads the message from the Microsoft CRM mailbox and determines whether it should create a corresponding e-mail Activity record in Microsoft CRM.


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Both the router and the inbound e-mail process are examined in greater detail in the upcoming lesson titled Microsoft CRM Exchange E-mail Router.

FIGURE 1-6: INBOUND E-MAIL PROCESSING FLOW IN MICROSOFT CRM 3.0

Outgoing E-mail and Microsoft Exchange The Microsoft CRM Exchange E-mail Router plays no role in sending Microsoft CRM e-mail. However, Microsoft Exchange plays a key role in sending e-mail out of Microsoft CRM.

• If you are using the web client to send an e-mail, then the process used to send the message depends on whether an SMTP server was specified to send e-mail during the Microsoft CRM Server setup process. – If a remote SMTP Server was entered during the Microsoft CRM

Server setup, then the e-mail message is sent via this server. – However, if the default SMTP server option was selected during

the Microsoft CRM Server setup, then the e-mail message is sent via the local SMTP server.

– These are the first two options displayed in Figure1-7.


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• If you are using the Microsoft CRM client for Outlook, then e-mail is sent directly from Outlook via Microsoft Exchange.

FIGURE1-7: OUTBOUND E-MAIL PROCESSING FLOW IN MICROSOFT CRM 3.0 A tracking token is (optionally) attached to the subject line of each outgoing e-mail created in Microsoft CRM. The Exchange E-mail Router in turn uses this token to determine if incoming e-mail messages are a response to a Microsoft CRM e-mail.

Microsoft SQL Server 2000 or 2005 Microsoft CRM 3.0 Databases A Microsoft CRM 3.0 implementation can use either Microsoft SQL Server 2000 or 2005 as its database engine. Service Pack 4 is required when running SQL 2000. Microsoft CRM 3.0 supports both the 32 bit and 64 bit version of SQL Server. A Microsoft CRM implementation includes four server databases, and if Microsoft CRM laptop clients for Outlook are installed, a local database on each client computer. A Microsoft CRM 3.0 implementation utilizes the following databases:

• Microsoft CRM database. This is the primary Microsoft CRM data store. Because this database stores Microsoft CRM data, it should be backed up as part of a daily database backup schedule.


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• Metadata database. Also known as the metabase, this database holds the entity, attribute, and relationship definitions of the Microsoft CRM database. The metabase is programmatically generated by the Microsoft CRM Server Setup program from the physical Microsoft CRM database. It only has to be backed up when customization changes are published in Microsoft CRM.

• ReportServer and ReportServerTempDB databases. These two databases are used by SQL Reporting Services to generate Microsoft CRM reports. Both SQL Reporting Services and these two databases are installed by the Microsoft CRM Server Setup program if SQL Reporting Services has not been installed before installing Microsoft CRM. However, if a current version of SQL Reporting Services is already available, the Microsoft CRM Server Setup program can optionally use the existing SQL Reporting Services databases for reporting purposes.

• Microsoft Desktop Engine, or MSDE database. This database is created locally on each Microsoft CRM laptop client for Outlook computer. When the client is operating in an offline mode, database changes are stored in this local MSDE database. When the client later synchronizes with the Microsoft CRM database, the changes are played back and applied to the Microsoft CRM database.

Non-Accessible Databases Microsoft CRM does not apply database updates directly to the Microsoft CRM database. The Microsoft CRM Server uses the Metabase to abstract the physical Microsoft CRM database away from direct updating by both developers and the Microsoft CRM Server's platform layer. The one area of Microsoft CRM that supports direct database access is reporting and bulk retrievals. Any ODBC compliant reporting application can directly access the Microsoft CRM database through filtered SQL views. NOTE: Implementers should not try to update the database directly. If in the course of working with your organization the Microsoft CRM Support team discovers the database was updated directly, and if it is determined this might be contributing to the current situation, then the implementer's support agreement might be considered non-compliant.

Reporting and Filtered SQL Views Microsoft CRM 3.0 changes the architecture of how reporting interacts with the platform. Microsoft CRM no longer uses its APIs to retrieve secured data. Instead, all reports are built on filtered SQL views.


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Filtered views provide the following features

• Any ODBC compliant application such as SQL Reporting Services, Excel, Word, and Access can report against the data stored in Microsoft CRM.

• Customers can use any Microsoft Office application to perform analysis of their data.

• Ad-hoc analysis is now easier to perform. • ISV's can integrate their own reporting engine into the Microsoft

CRM system. • A filtered view for a Custom Entity is created automatically during

the creation of the entity. • New attributes added to an entity are also added to the secured views

FIGURE1-8: FILTERED SQL VIEWS

Filtered Views and Database Security Checking The platform layer constructs filtered SQL views at runtime. When the platform constructs a filtered view it builds row based security checking directly into the query statement. This means the returned dataset only includes the records to which the user has access. The following SQL statement displays a simple conceptual example of this kind of query (Note - the actual code generated by the platform layer when it builds the filtered query is much more complicated). This particular query returns all Account records that a user has permission to access: select * from Account

where AccessCheck(UserGuid) = true


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SQL Reporting Services and other ODBC compliant applications use filtered views to access data directly from the Microsoft CRM database. By using filtered views:

• these applications can access Microsoft CRM data through an ODBC connection

• the returned data set bypasses the Microsoft CRM platform because the data has already been filtered based on the user's security privileges.

Additional advantages of using filtered SQL views include the following:

• Direct contact to the Microsoft CRM database • Returned records are only those to which the user has access • Limited number of records returned from large databases

In Microsoft CRM 3.0, the security check is built directly into the filtered SQL views. So instead of returning all possible records to the platform so that it can filter out the records which the user is not allowed to access, the SQL Server performs both the filter and aggregate, and only those records to which the user has access are returned.

SQL Reporting Services 2000 or 2005 Microsoft SQL Server 2000/2005 Reporting Services replaces Crystal Reports as the reporting engine for Microsoft CRM 3.0.

• If you are running SQL Server 2000, then you should run it with SQL Reporting Services 2000.

• Conversely, if you are running SQL Server 2005, then you should run it with SQL Reporting Services 2005 (even though SQL Reporting Services 2000 is compliant with SQL 2005, the supported configuration for Microsoft CRM 3.0 matches SQL Reporting Services 2005 with Microsoft SQL Server 2005).

• There is no automatic conversion of Crystal Reports to SQL Reporting Services.

• Crystal Reports can still be used, but you will have to purchase a report viewer or Crystal Enterprise to run Crystal Reports against Microsoft CRM 3.0.


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SQL Reporting Services Overview SQL Reporting Services extends the Microsoft Business Intelligence vision by providing a comprehensive, server-based reporting platform. Reporting Services provides the following reporting tools:

• Report Server - a report repository. Reports are published and managed on the Report Server through a web service.

• Report Designer - a report authoring tool. Report developers can author custom Microsoft CRM reports using the Report Designer, which can be accessed through Visual Studio .NET 2003 or any third-party tool that support Report Definition Language (RDL).

• Report Manager - a centralized management tool. Execution of reports can occur either on demand or on a specified schedule, and the reports can be cached for consistency and performance.

Installation of SQL Reporting Services Either the installation user can install SQL Reporting Services before running the Microsoft CRM Server Setup program, or the Setup program can install SQL Reporting Services. The Microsoft CRM Server Setup also prompts the installation user regarding Secured Sockets Layer (SSL) connections and whether they should be used when retrieving reports.

Microsoft CRM Server Setup Program and SQL Reporting Services Installation The following events occur if the Microsoft CRM Server Setup installs SQL Reporting Services:

• The Microsoft CRM Server installs SQL Reporting Services 2000 against SQL Server 2000.

• The Microsoft CRM Server Setup program installs the SQL Reporting Services database and the CRM database on the same server.

• The Setup program installs the SQL Reporting Services web server on the Microsoft CRM Server.

• The Setup program deploys the Microsoft CRM style sheets to control security on print and export features and for hiding the Help icon on the SQL Reporting Services toolbar.

• The user is not required to buy another SQL license even though SQL Reporting Services is installed on the Microsoft CRM Server, which is a non-SQL Server.


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Microsoft CRM Server Setup Program and Existing SQL Reporting Services Installation The following events occur during Microsoft CRM Server setup if the user selects the option to use an existing SQL Reporting Services server for reporting:

• The user must enter the name of the existing SQL Reporting Services server.

• The Microsoft CRM Server Setup program configures the SQL Reporting Services server by copying over the Microsoft CRM report files and publishing them.

• The installation user must deploy the Microsoft CRM style sheets manually to control security on print and export features and to hide the Help icon on the SQL Reporting Services toolbar.

Secured Sockets Layer (SSL) Connections The CRM Server Setup program lets the user install SQL Reporting Services with SSL connections for retrieving reports. The process varies depending on whether the user selects the option to use SSL connections:

• Using SSL connections. If the user selects the Setup program option to use SSL connections, the Setup program verifies the SSL certificate for storing credentials to run scheduled reports through the SQL Reporting Services Report Manager.

• Not using SSL connections. If the user does not select the option to use SSL connections, the Setup program displays a warning message. This message warns the user that by not implementing SSL, he or she could end up with a potentially non-secure deployment.

SQL Reporting Services Report Manager The SQL Reporting Services Report Manager allows you to:

• Add and upload new reports to Microsoft CRM. • Remove and rename existing reports. • Modify the metadata of existing reports.

Report Manager is available directly from the Microsoft CRM application, and users who have sufficient privileges can intuitively perform all the key actions of report management. This course does not include instruction on how to create and modify reports. Creating and modifying reports are covered in the Microsoft CRM 3.0 Customization course.


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Active Directory In Microsoft CRM 3.0, Active Directory is used for:

• user authentication • verifying whether the installation user has the necessary security

privileges to install Microsoft CRM When you install Microsoft CRM Server, the Server Setup program creates the following security groups in Active Directory:

• PrivUserGroup • SQLAccessGroup • UserGroup • ReportingGroup

You can determine whether the Server Setup program creates these security groups directly under the domain in which you install Microsoft CRM, or in a organizational unit that you create specifically for this purpose.

• If you create a Microsoft CRM organizational unit (OU) under your Active Directory domain, the Server Setup program creates the four security groups within this OU.

• If you do not create an OU, then the Server Setup program creates these security groups under the Active Directory domain in which Microsoft CRM is to be installed.

Active Directory can be configured in either Mixed or Native Mode in Microsoft CRM 3.0.


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Internet Information Services IIS and Microsoft CRM 3.0 Internet Information Services (IIS) is the web service that renders the web pages used by Microsoft CRM. IIS is a full-featured platform that can service information requests for an organization. It comes fully integrated with Windows 200x and Windows Small Business Server 2003. There are two ways to create the Microsoft CRM web site in IIS that is used by Microsoft CRM 3.0:

• You can create your own Microsoft CRM web site before installing Microsoft CRM Server 3.0; or

• You can optionally have the Microsoft CRM Server Setup program create your Microsoft CRM web site for you.

When you install Microsoft CRM, its web pages are stored as .aspx extensions for each object. IIS administers all forms, controls, and grids found in the Microsoft CRM application.


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Summary In this lesson, we reviewed each primary component in a Microsoft CRM 3.0 implementation. This includes the following:

• Microsoft CRM Server • Web browser client • Microsoft CRM 3.0 desktop client for Microsoft Office Outlook • Microsoft CRM 3.0 laptop client for Microsoft Office Outlook • Microsoft Exchange 2000 or 2003 • Microsoft CRM 3.0 Exchange E-mail Router • Microsoft SQL Server 2000 or 2005 • Microsoft SQL Server Reporting Services 2000 or 2005 • Active Directory • Internet Information Services


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Activity 1.1 − Fill in the Blanks In order to test your knowledge of the material covered in this lesson, fill in the blanks in each of the following sentences.

1. When working offline, the Microsoft CRM __________ client for Outlook uses a local __________ database, a local _______ server, and a local __________ layer.

2. When the _________ constructs a filtered view it builds row based

security checking directly into the ________ statement.

3. If a web browser client is used to send an e-mail from within

Microsoft CRM, then the process used to send the message depends on whether a ___________ server was specified to send e-mail during the Microsoft CRM Server setup process.

4. The ___________ ___________ that are deployed on each

Microsoft CRM user mailbox forward incoming e-mail to the Microsoft CRM mailbox.

5. When an incoming Microsoft CRM e-mail message is forwarded to

the Microsoft CRM mailbox, the ___________ __________ __________ reads the e-mail from this mailbox and creates a corresponding e-mail ____________ record in Microsoft CRM.

6. In Microsoft CRM 3.0 a dedicated Microsoft CRM _____________

must be created on a selected Exchange Server.

7. The use of __________ _________ enables reporting applications to

access Microsoft CRM data through an _________ connection

8. The Microsoft CRM 3.0 Server Setup program lets the user install

SQL Reporting Services with _______ connections for retrieving ___________.

9. In Microsoft CRM 3.0 Active Directory can be configured in either

_______ mode or ________ mode.

10. When you install Microsoft CRM, its web pages are stored in the

Microsoft CRM web site in IIS as _________ extensions for each object.


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11. Active Directory is used for user ______________ in Microsoft CRM 3.0.

12. Active/Passive Exchange Server _____________ is supported in

Microsoft CRM 3.0.

13. The Microsoft CRM desktop client for Outlook allows

____________ serial users to access Microsoft CRM on a __________ workstation.

14 When the laptop client goes offline, the XSL ________ ________

that are stored in the metadata and used to render the information on the web pages are copied to the client's local metadata database.


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Quick Interaction: Lessons Learned Take a moment to write down three Key Points you learned in this chapter: 1.

2.

3.

microsoft crm components(chapter-1)

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