Organon FAQs

Integration Accounts

Service Accounts

The use of service accounts with Dynamics 365 is nothing new these days and is common practice with On Premise Dynamics 365 (CRM) installations to run CRM Services or external web services that connect to Dynamic 365programmatically.

When discussing service accounts with a data integration context, always consider the size and complexity of the integration/migration and whether this would offer real value or not.

For small scale one-off data migrations or using the OOB import Wizard/Configuration Migration Utility tool, service accounts are generally not required; and for the example of the OOB Import Wizard cannot be used as they cannot be used to access features through the user interface.

For larger data migrations or data integrations (where data will be integrated with one or more external systems over a period of time), a service account should be considered as best practice.

Service Accounts provide:

Tractability of integration: it will be easier to identify data that has been modified by an Service Account especially with Auditing and the Createdon/ModifiedOn fields in Dynamics 365.

Full control of which applications use the service account and can reduce the number of concurrent connections used to the Dynamics 365 server at any one time as to not interfere with connection timeouts

No Front End access, this will stop any one with the credentials from logging into the application and using the product with the Web Client.

Non interactive

Service Account in Dynamics 365 Online are know as Non Interactive users, you are allowed to setup 5 Non interactive user accounts per Office 365 Tenant. I recommend creating these in your first instance so that if you copy the instance, then you will not have to re-configure this User as a non interactive User.

As they are free, there is no reason why you should not use one and are very easy to setup!

Azure AD account (Online Only)

If considering an data integration/migration with Dynamics 365 Online, ask for an account with the default .onmicrosoft.com domain. ([email protected]). If a company has their on premise AD domain synced with Azure AD and something corrupts/interupts the sync and those Users cannot log into Office 365. The default.onmicrosoft.com would remain unaffected and the data integration would not experience the same issue (unless the source system was affected by the AD issue!!).

Security Role

Think about the Dynamics Security Role the integration account actually requires to complete its assigned task. At the beginning of a data integration, System Administrator will get over the initial hurdle permission issues (especially in the increase in security requirements are drawn out) andmayhelp reduce the initial build time for the integration. For UAT and Production, the integration account should only require the permissions it actually needs to complete its task.

This would stop this user/integration from being used to update/delete/create other data sets that it was not intended for. Essentially it locks down a potential weak spot in the security architecture.

The account would only see the metadata it requires for the data integration (which would help with metadata refreshes at build level also).

Name

I would generally name an integration account along the lines ofData-source Integration Useror something that would easily identify the account which is being used to integrate the data-source.

Summary

So to summarise the Integration Account:

Think about using a Service Account (or Non Interactive Account) for data integrations.

Use a default .onmicrosoft.com Azure AD account if allowed to. (Online only)

Security Role: Give only the permissions needed to perform the data integration.

Choose a good name!

Configure SharePoint integration throughServer-based SharePoint Integration.

In your Dynamic 365, navigate to Settings > Document Management > Enable Sever-based SharePoint Integration.

In the Enable Server-based SharePoint Integration alert clickNext.

ChooseOnlinefor where your SharePoint sites are located, and then chooseNext.

Bulk Creation of SharePoint Folders and Automated Integration with Dynamics CRM

If your Dynamics 365 (online) is not connected to a SharePoint online site, enter the URL (for example https://contoso.sharepoint.com ) of your SharePoint site that you will use for auto folder creation, and then choose Next.

4. The URL will be checked for being a valid SharePoint online site and for existing in the same Office 365 tenant as your Dynamics 365 organization. After enabling server-based SharePoint integration youcan'tgo back to the previous client-side integration.

After you enable server-based SharePoint the options to Install List Components and to enable server-based integration will no longer appear as an option in Document Management.

Once server-based SharePoint integration is enabled you will need to enable the entities you want available for document management integration.

Document Management Settings:

Go toSettings>Document Management.

ClickDocument Management Settings.

Select the entities that you want to use to manage SharePoint documents.

If a URL is not already specified, enter the URL of the SharePoint site where the document locations and folders for storing documents will be created, and then clickNext.

4. If you use server-based integration (recommended)Check Based on entity to have document libraries and folders that are based on the Dynamics 365 Account entity automatically created on the SharePoint site. Users will not be prompted to create them.

If you don't want folders automatically created, clear the Based-on entity check box.

When you first visit the documents grid, if you want users to confirm folder creation corresponding to the entity record on SharePoint, clear the Automatically create folder check box.

ClickFinish.

Here is a list of common questions we get after the SharePoint integration is enabled:

Can you delete a document from within the context of CRM?Yes! It does delete that document in SharePoint as well.

What if I delete the CRM record?This will not remove the SharePoint document library created.

Can I merge records in CRM?Merging records will result in merging records having multiple locations.

Can document locations be auto created when creating a new record in CRM?Document locations can be auto created via workflow or other custom code. Here is a blog that talks more about this:.

I have SharePoint on-premises, can I connect my Dynamics 365 Online account with SharePoint on premises?Yes, use Client Side Sync with some additional configuration steps.

Are security roles the same between Dynamics 365 and SharePoint? Dynamics 365 will have its own security settings around the SharePoint integrations (document locations, SharePoint site, etc.).

Idon'tlike the GUID and want to change the folder name after the folder is created. How do I do this?Changing the name of a folder after the folder was auto created through Dynamics CRM and has the GUID will error out the location in Dynamics 365. There is a customization you can add that will auto create the folder names without the GUID.

You will need global administrator credentials to enable SharePoint integration with Dynamics 365 CRM.

1.) Log in toDynamics 365 using global administrator credentials.

2.) Go toSettings, thenDocument Management.

3.) Go toEnable Server-Based SharePoint Integration.

4.) A pop-up window will appear. ClickNextto begin setup.

5.) In the setup window, you will be asked where your SharePoint files are stored. ChooseOnline, then clickNext.

6.) Enter yourSharePoint URLand then clickNext.

Note: You can find your SharePoint URL by logging into Office 365 Online, clicking the SharePoint icon, and copying the URL.

7.) You should receive a notification that your setup is complete. CheckOpen Document Management Settings Wizardand clickFinish.

Initially, you will have all the default entities enabled in your Document Management Settings.

8.) Choose any additional entities that you want to set up the Document Management for. You can always come back and add or remove entities later, as well.

9.) Enter yourSharePoint URLone more time, and clickNext.

In the next window, your URL should be confirmed as valid. If not, go back and re-enter the URL.

You will also get a notification that says the Dynamics 365 component is not installed. Thats OK; it should install by itself.

10.) ClickFinish.

11.) Wait until all the libraries are created, and then clickFinishagain.

Ifyou'vebeen allocated thecompany adminrole, you can log in and link or unlink a Telstra partner at any time.Link a Telstra partnerSTEP 1: Log in to the marketplace STEP 2: Select the account tabSTEP 3: Go to company settingsSTEP 4: Select add a Telstra partnerSTEP 5: Fill in the Telstra partners details "Organon Consulting" and select save

Telstra Partner code: OSP32ABN/ACN: 39153200009MSPPID: 3488757

You will receive a confirmation email.Unlink a Telstra partnerSTEP 1: From the company settings page, select remove link next to the Telstra partner youd like to unlinkSTEP 2: Select saveYou will receive a confirmation email.

To raise & track a support ticket, follow the step below.

Open the marketplace homepage Marketplace.Telstra.com.

If you are logged into the marketplace, proceed to step 2.

If you are not logged into the marketplace, please log in, then proceed to step 2.

Click Support from the top right hand corner toolbar. Our Customer Terms

You will be redirected to the Telstra Apps Marketplace Support Portal.

To create a new incident, click new incident.

To track an existing ticket you have previously created, click track an open incident.

When you fill in the New Incident details, the more information you can give us, the better well be able to help you. Youll find prioritisation and next-steps information in the email you receive from us after you submit the new incident. Incident response times are based on the conditions outlined in.

Connection Entities in Dynamics 365

Overview:

Connection entities provision an easy way to connect and describe relationships between two records in D365 CRM. This is supported across most Entity types in Dynamics 365.

Some of the features of Connection entities are as follows:

All Business and Custom entities can be enabled for Connections.

Provision to add descriptive information between the relationship between the 2 records.

Enabling Connections for an Entity:

In my example below, Ill enable Connections for 2 custom entities

I have a custom entity called Family Members and have these records details of Family Members like their blood groups and medical history. This entity is a child entity of another customer entity called Patient.

Connections must be enabled for this custom entity at the entity level as shown below:

Connections need to be enabled on both entities between which connection is to be made.

Once Connections have been enabled, navigate to the record and navigate to the related records, youll see Connections is now available.

Connection Roles:

Connection Roles are the description that defines in what way is record A related to record B.

Connection Roles can be added to a Solution or even created as below:

In a solution, look for Connection Roles on the left hand menu

Then, create a Connection (Existing ones in an Unmanaged Solution can be added as well)

I am creating a new Connection Role by the name Father and Ive enabled the same only for Patient entity.and Family Member

After saving the record, Ill create a Matching Connection Role to the role Father I just created.

Now, Ill create a matching Role called as Son

Now, the two roles have been created which match each other

Associating Records:

Once my Connections have been enabled on source (connection from entity) and target (connection to entity), Ill associate the two records as follows:

I will navigate to the Family Member entity I created above and will associate a record with a record to Patient entity. This way, I can derive what is the relation between the family member and the patient.

In the Connection Associated View above, Ill associate the Family Member Gary to the Patient. So Ill select To Another in the connection menu as shown in #1 above.

Then, find the Patient Alexander James which I created in the Connect To tab as shown below. And then I relate the current record to the target record as the Father.Note: As soon as Father was selected in the Connected To tab, the Details tab auto-filled Son as it was the only role associated with the Father when we created Connection Roles in above section in this blog. In case there are multiple Connection Roles associated with one Role, the Details sections As This Role field will be empty for you to select the related role from.

And the record is saved as below. Likewise, a record can be connected to multiple other records as well.

Retrieving Connections:

Connections are useful if you want to draw reports, graphs or charts.

Source: https://www.cloudfronts.com/connection-entities-dynamics-365/

Source:

Make it easier for sales agents to find products and services in a product catalog by creating a product family and classifying similar products in it. A product family lets you group and categorize products, making it easier for you to manage them.

With product families, you can:

Categorize your products in whichever way is most meaningful for your organization.

Create child products and product bundles within a product family. Product bundles allow you to sell multiple items together.

Create as many levels of product families as you want by creating a family within a family.

Classify products and bundles into product families

Note

The product family that you use for creating a product, bundle, or another product family becomes the parent family. Youcan'tchange the parent family for the child products, bundles, or families. In the preceding example, Televisions is the parent family for LED TVs and Plasma TVs, and youcan'tchange these to have a different parent family.

Make sure that you have one of the following security roles or equivalent permissions: System Administrator, System Customizer, Sales Manager, Vice President of Sales, Vice President of Marketing, or CEO-Business Manager.

Check your security role

Go toSettings>Product Catalog.

In theProduct Catalogarea, clickFamilies & Products.

To create a family, clickAdd Family.

-OR-

To create a child product family under an existing family, select the family, and clickAdd Family. The selected family becomes the parent family of the new family youre creating.

If you want to see your current product family levels, see View product hierarchy.

Fill in your information. Use the handy tooltips as a guide.

Note

TheValid FromandValid Tofields define the duration that a product is valid for. Theres no business logic associated with these fields except that theValid Todate must be later than theValid Fromdate. If required, you can implement your own business logic in these fields with a workflow, plug-in, or by using the Microsoft Dynamics 365 SDK. For example, you could run a scheduled job to automatically retire last seasons products using the date selected in theValid Tofield.

ClickSave.

In the list of products, families, and bundles, open the family that you just created.

In theProduct Propertiessection, click theAdd Propertiesbutton, and add the required properties. More information: Use properties to describe a product

Typical next steps

Use properties to describe a product

Create a product (Sales)

There are several things youll want to know before you run the import data wizard:

Know the location of the file youre importing

Know the delimiter settings of the import file. These are characters that indicate the boundary between fields. For example, each value is separated by a comma in a comma separated file, otherwise referred to as a CSV file.

Know how source columns match with Dynamics CRM fields. Knowing this will help with mapping the data. These are used as the basis for matching a source column header in the import file with the Dynamics CRM destination field. For example, if you have a column in the import file called Surname, it would be mapped to Last Name in Dynamics CRM.

Know the type of record youre importing.

Know any data type requirements and restrictions within CRM. Know if a field allows only numbers or has a maximum amount of characters.

Since you may be associating your imported records with existing records in CRM, it pays to know the exact contents of the main field within the related file. For example, if you need to associate a contact with a parent account, then ensure the parent account name is identical to the one in the import file.

Know the size of the import file. It cannot be greater than 8MB unzipped or 32 MB zipped.

Working with the Import Data Template

TheImport Data Templateautomatically opens in Excel in XML format, which is supported by the import wizard. It provides all the fields located in the main Dynamics CRM form of the record. Each column header corresponds to a field within CRM. This means you can save time by using the automatic mapping feature of the import wizard. The template includes values for picklists as well as descriptions and data guidelines for each field.

The import template sets restrictions based on the data requirements within Dynamics CRM. This means you cannot provide a non-existent value in a picklist, exceed the character limit for fields, or enter text in a number field. This prevents import errors, saving you potentially a lot of time in troubleshooting.

You can paste existing data into this file from data sources provided by a third party or exported from another system.

Creating a Data Import Template From CRM

Navigate to the record type you want to upload.

Click onImport Datain the ribbon and chooseDownload Template for Download.

You will generate an XML file named for the chosen entity. Save it locally.

Import data from Microsoft Excel or other sources

To keep track of all your customer data in one place, you may want to import contacts, leads, or other record types into Microsoft Dynamics CRM from other sources, such as from an email program, a spreadsheet, or your phone.

Depending on how much data you want to import and other factors, importing data may take some planning. You may want to check with your system administrator for guidance.

First, export the data into a file. These file types are supported:

Comma-separated values (.csv)

Text (.txt)

Compressed (.zip)

Microsoft Office Excel Spreadsheet 2003 (.xml)

The maximum file size allowed for .zip files is 32 MB. For other file types, the maximum files size allowed is 8 MB.

Use the Import Data wizard to import the data.

In theSettingswork area, click theData Management (You may need to click the right arrow on the far right side of the row of tiles to see it.)

ClickImports, and then clickImport Data. Follow the on-screen instructions.

Working with the Data Import Wizard

Here are the steps for using the Data Import Wizard.

Browse to the file you want to import.

Choose your delimiter settings.

Choose your data map. Options include:

This will try to automatically map the import file headers with CRM field names.

Customized Data Maps.With option, you can choose data maps you have already saved from previous imports.

In theMap Record Typesscreen, you can choose between two options:

Create New.This creates a new entity.

Record Types.This creates records in the chosen entity.

In theMap Fieldsscreen, you can map source columns to Dynamics CRM fields.

In theReview Settings and Import Datasection,

ChooseAllow Duplicate Detection. This results in the import using the duplicate detection settings to prevent the creation of duplicate records.

SelectOwner for Imported Records. If the ownerisn'tset in the import file, then you can set it to the same owner here.

Data Map Name:Naming your data map allows you to save it for future use. This is recommended if you frequently get data from the same source using import files with unchanged formats from file to file.

Checking the Import Status

Navigate to Workplace and in the Navigation Pane, click Imports.

In the grid, double-click on the name of the file you just imported.

Here are some articles about best practice around leaving employees and how to deal with it in Office 365.

http://blogs.perficient.com/microsoft/2015/04/office-365-how-to-handle-departed-users-part-1-of-2/

https://support.office.com/en-us/article/Remove-a-former-employee-from-Office-365-44d96212-4d90-4027-9aa9-a95eddb367d1?ui=en-US&rs=en-US&ad=US&fromAR=1

Dynamics 365/CRM keeps the user information in the Dynamics 365 records. So after the deletion of the user in Office 365 it still retains referential data to that user for historical reporting purposes.

E.g. An user has created a record in Dynamics 365. The user leaves the company. The user is deleted from Office 365. Even after this Dynamics 365 will show that this user has created the record.

When an employee leaves best practice is that records such as Accounts, Contacts, Leads and Opportunities that are open/active are reassigned to another user to ensure proper follow up of these Accounts, Contacts, Leads and Opportunities.

Please find a link below with the new features of Dynamics 365. It also has the new features of Dynamics CRM 2015, Dynamics CRM 2016

https://www.microsoft.com/en-us/dynamics/crm-customer-center/what-s-new.aspx

It is important for every Microsoft Dynamics CRM user within an organization to understand how CRM and Outlook contacts interact. If I delete a contact in CRM, is it deleted in Outlook? What about editing a CRM contact, does it change my Outlook contact? **The assumption is that you are using the default Outlook Filters**

Editing in CRM An edit made to a CRM contact will update the Outlook contact the next time CRM and Outlook sync.

Editing in Outlook An edit made to an Outlook contact will update the CRM contact immediately.

Deleting an owned contact in CRM Deleting a contact I own in CRM, which has synced to Outlook, will remain in my Outlook.

Deleting an Outlook contact Deleting a contact from Outlook that has been tracked to CRM, will remain in CRM but will not sync back to Outlook.

Assigning a contact created in CRM to another user Assigning a contact created in CRM and that synced to Outlook will remove that contact from Outlook.

Assigning a contact created in Outlook to another user Assigning a contact created in Outlook that was tracked in CRM, will remain in Outlook and changes made in Outlook will change the CRM contact. Changes in CRM will affect the Outlook contact as well.

This is just the beginning as to how Outlook and Dynamics CRM interact but these rules are very important when deciding how to add contacts to CRM.

Lets say you are using Dynamics CRM Online and you want to add a new user. Before anything you need to set up this user in Office 365. But you wonder how do I do this?

In this article we will walk you through this setting up a new user in the Office 365 portal so they will show up in Dynamics CRM as a user.

Step 1: To add a user to Office 365, login into the Office 365 portal ( https://portal.office.com ) and navigate to theAdminscreen thenselect Office 365. ClickUsersand Active Users on the left side. Then click +to add a new user.

Please note that the Admin section only will appear if you have the correct permissions (i.e. Global Administrator, User Administrator).

[email protected]

Step 2: Fill in theirname, thename you want displayed to everyone, and theuser name(for example, if you wanted to make(your company being the name of your organization), you would simply put Peter in theUser namefield. Then choose yourdomainfrom the dropdown list next to the User name field.

Select the licenses you want to assign to the user. Make sure that you include CRM Online. This will mensure the user account is synchronised with Dynamics CRM Online.

Step 3: On the next page, the new user name and password will be displayed. Your almost done now!

Step 4:

Now select the user you have created from the list.

Step 5:

Now you need to decide if the new user you are adding requiresadministrative accessto your companys Office 365 setup (allowing them to access and control your Office 365 setup), and whether they can administer any companies you may supportthrough Office 365. For most users, it is recommended to chooseNo for both. You also need to choose the country the user resides in from the dropdown list. Once you are satisfied with your choices, clicklicenses.

Step 6: Now that you have selected licenses what you see on the next page is determined by what plan you have. This page allows you to enable your new user to use programs likeMicrosoft Lync,Microsoft Office, andDynamics CRM Online, depending on the licenses you have access to from the 365 plan you purchased.

Step 7:

To conclude, click onSave and you are done.

You have now created a user in Office 365 and if you assigned a CRM Online license to this user this user will appear in CRM as a user.

Sign in to Office 365 with your Office 365account.

Go to the Office 365 admin center.

Select Users.

On the Active users page, select the users, and then select Reset passwords.

To send the temporary password to yourself or other people, on the Reset password page, select one or both ofSend results in email or Make this person change their password they next time they sign in. Make sure you add the alternate email address for the person whose password you're resetting.

Select Reset password. Office 365 creates the temporary passwords, and sends them to the email address or addresses you gave.

On the Results page, the user names and temporary passwords display. Select Finish.

NOTE The email with the user names and temporary passwords has a subject line: New or modified user account information. If youdon'tsee the email right away, wait a few minutes. It can take a little while for changes to go across all the services in Office 365.

Sign in to Office 365 with your Office 365account.

Go to the Office 365 admin center.

Select Users.

On the Active users page, select the user, and then select Reset password.

To send the temporary password to yourself or other people, on the Reset password page, select one or both of Send results in email or Make this person change their password they next time they sign in. Make sure you add the alternate email address for the person whose password you're resetting.

Select Reset. Office 365 creates the temporary password, and sends it to the email address or addresses you gave.

On the Results page, the user name and temporary password displays. Select Finish.

NOTE The email with the user name and temporary password has a subject line: New or modified user account information. If youdon'tsee the email right away, wait a few minutes. It can take a little while for changes to go across all the services in Office 365.

Please click the link to download the eBook Start Working with Dynamics CRM - Training: Download Now

Not-For-Profit Pricing Dynamics CRM Online

As a non-profit organization, you may be entitled to Microsoft Dynamics CRM Online non-profit pricing. In order for Microsoft to validate and approve your organization as non-profit, please follow the guidelines outlined here.

Please review the non-profit guidelines in advance and make sure your organization meets the criteria.

Start a FREE CRM Online trial.

Once your trial commences, please contact the Billing Support Team to provide them with the required information to validate you as a non-profit organization.

During your 30-day free trial, your company will be reviewed to see if it can be validated as a non-profit organization. Microsoft may contact your organization during your trial for further information.

You will need to provide the following information when you contact Billing support:

Company, domain, and contact name.

Address including city, state, zip code, and country/region.

Phone number and email address.

After your organization has been validated, Microsoft will inform you by email and you can convert your trial to a paid subscription.

Microsoft Dynamics CRM Online non-profit pricing is available only in Australia, Canada, Germany, Hong Kong SAR, India, Japan, Korea, Malaysia, New Zealand, Singapore, United Kingdom and United States Any customers outside of these countries/regions need to work through a local Microsoft representative for specific pricing.

Microsoft performs regular backups to ensure that data is reliable and secure at the server side.

In cases of critical user error, customers may request Microsoft to restore their CRM Online organization to the most recent nightly backup by calling the Microsoft Dynamics CRM Online Assistance Center, Monday through Friday, 8:00 A.M. to 6:00 P.M.:

In Australia, call 1800 197 503.

In the USA and Canada at 1-877-CRM-CHOICE (1-877-276-2464).

Or worldwide at 1-701-281-0555.

Note: Microsoft cannot perform a restore if any of the following administrative changes have been made since the most recent nightly backup:

The number of user licenses is changed,

the amount of storage is changed,

a new user accepts an invitation, or

the yearly subscription is renewed.

Users can perform local backups of selected data at any time by manually exporting individual records or groups of records to Excel and storing the files locally.

Microsoft will provide a back up free of charge upon request once every two years or in case of a migration from Dynamics CRM Online to Dynamics CRM On-premise.

With Microsoft Dynamics CRM 2013 (on-premises), you can add users to your organization one at a time, or you can add multiple users at the same time by using the Add Users wizard.

Add a user

Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM.

Check your security role

Follow the steps in View your user profile.

Dont have the correct permissions? Contact your system administrator.

Follow the steps for the app youre using.

On the nav bar, click or tap Microsoft Dynamics CRM > Settings.

Settings appears on the nav bar.

Click or tap Settings > Administration > Users.

On the toolbar, click or tap New.

If using CRM for Outlook

In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Administration > Users.

On the ribbon bar, on the Users tab, click or tap New.

If using the CRM web application

On the New User page, in the Account Information section, specify the User Name for the user.

In the User Information section, specify the Full Name for the user.

In the Organization Information section, verify the Business Unit for the user.

Follow the step for the task youre doing:

To save the information for the new user, click or tap Save.

To save the information for the user and add another user, click or tap Save & New.

To add another user without saving the information you entered for the user, click or tap New, and then in the Message from webpage dialog box, click or tap OK.

Next, youll need to assign a security role to the newly added user. See Assign a security role to a user later in this topic.

Add multiple users

You can add multiple user records for the same set of security roles by using the Add Users wizard. Any users you add must be in the Active Directory directory service.

Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM.

Check your security role

Follow the steps in View your user profile.

Dont have the correct permissions? Contact your system administrator.

Follow the steps for the app youre using.

On the nav bar, click or tap Microsoft Dynamics CRM > Settings.

Settings appears on the nav bar.

Click or tap Settings > Administration > Users.

On the toolbar, click or tap New Multiple Users.If using CRM for Outlook

The Add Users wizard opens.

In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Administration > Users.

On the ribbon bar, on the Users tab, click or tap New Multiple Users.

The Add Users wizard opens.

If using the CRM web application

On the Select Security Roles page, select one or more security roles, and then click or tap Next.

On the Select Access and License Type page, under Access Type, select the appropriate access type for this set of users.

Under License Type, specify the license type for this set of users.

Under Email Access Configuration, specify how this set of users will access incoming and outgoing email messages, and then click or tap Next.

On the Select Domain or Group page, specify to select users from all trusted domains and groups or users from a particular domain or group, and then click or tap Next.

On the Select Users page, type a part of the name of user you want to add to Microsoft Dynamics CRM 2013. Use semi-colons between names.

Click or tap Create New Users.

On the Summary page, review the information about the user additions, and then follow the step for the task you are performing:

To close the Add Users wizard, click or tap Close.

If you need to add more users, for example with a different set of security roles, click Add More Users to begin the wizard again.

Assign a security role to a user

After you create users, you must assign a security role for them to use Microsoft Dynamics CRM. Even if a user is a member of a team with its own security privileges, the userwon'tbe able to see some data and may experience other problems when trying to use the system.

Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM.

Check your security role

Follow the steps in View your user profile.

Dont have the correct permissions? Contact your system administrator.

Follow the steps for the app youre using.

On the nav bar, click or tap Microsoft Dynamics CRM > Settings.

Settings appears on the nav bar.

Click or tap Settings > Administration > Users.

If using CRM for Outlook

In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Administration, and then click or tap Users.

If using the CRM web application

In the list, select the user or users that you want to assign a security role to.

Click or tap More Commands () > Manage Roles.

Only the security roles available for that user's business unit are displayed.

In the Manage User Roles dialog box, select the security role or roles you want for the user or users, and then click OK.Enable a user

Enable or disable users

Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM.

Check your security role

Follow the steps in View your user profile.

Dont have the correct permissions? Contact your system administrator.

Follow the steps for the app youre using.

On the nav bar, click or tap Microsoft Dynamics CRM > Settings.

Settings appears on the nav bar.

Click or tap Settings > Administration > Users.

If using CRM for Outlook

In the navigation pane, expand your organization if necessary, and then select Settings > SystemAdministration > Users.

If using the CRM web application

In the Users view, select Disabled Users and click or tap the user records that you want to enable.

On the Actions toolbar, click or tap Enable.

In the Confirm User Activation message, click or tap Activate.

Disable a user

Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM.

Check your security role

Follow the steps in View your user profile.

Dont have the correct permissions? Contact your system administrator.

Follow the steps for the app youre using.

On the nav bar, click or tap Microsoft Dynamics CRM > Settings.

Settings appears on the nav bar.

Click or tap Settings > Administration > Users.

If using CRM for Outlook

In the navigation pane, expand your organization if necessary, and then select Settings > SystemAdministration > Users.

If using the CRM web application

In the Users view, select Enabled Users and click or tap the user records that you want to disable.

On the Actions toolbar, click or tap Disable.

In the Confirm User Record Deactivation message, click or tap Deactivate.When you create a new user or update an existing user in Microsoft Dynamics CRM 2013 (on-premises), some fields in the CRM user records, such as the name and phone number, are populated with the information obtained from Active Directory Domain Services (AD DS). The synchronization between Active Directory user accounts and the CRM user records is not automatic. If you change user fields in Active Directory, the informationisn'tpropagated to CRM until you refresh the user records in CRM.

The following table shows the fields that are populated on the CRM user form (user record) from Active Directory user account:

CRM user record fields populated from Active Directory

CRM User form

Active Directory User

Active Directory object tab

User name

User logon name

Account

First name

First name

General

Last name

Last name

General

Main Phone

Telephone number

General

Primary Email

Email

General

*Address

City

Address

*Address

State/province

Address

Home phone

Home

Telephones

* The CRM Address field is comprised of the values from the City and State/province fields in Active Directory.

Visit the CustomerSource sign-in page and enter your Windows Live ID username and password to access the site. If you do not have access to your organization's CustomerSource account, please complete the following steps:

Ask your organization's CustomerSource administrator to grant you access to the site. If you don't know your CustomerSource administrator or if your organization does not have a CustomerSource administrator, email [email protected] for assistance.

Go to the Windows Live ID site to create a Windows Live ID. For more information, watch the Creating a Windows Live ID topic in the Learn how to use CustomerSource demo. If you already have a Windows Live ID, skip this step and proceed to Step 3.

If you're a first-time CustomerSource user, link your CustomerSource profile with a Windows Live ID. For more information, watch the CustomerSource Sign Up topic in the Learn how to use CustomerSource demo.

Sign in to CustomerSource. Watch the Learn how to use CustomerSource demo and Take a Tour of CustomerSource Features and Benefits to learn more about getting the most out of CustomerSource.

For more information please visit: Microsoft Dynamics CustomerSource

Issue:

An issue that some customers have run into is users that can access CRM Online through the browser, but cannot configure the Outlook Client for Dynamics CRM.

Although the cause is not obvious there is a simple solution for this.

Solution:

Run Microsoft Dynamics CRM Diagnostics

Go to the Advanced troubleshooting tab and click on Delete Temporary Microsoft Dynamics CRM Files.

After this try to configure the Outlook Client for Dynamics CRM again.

An issue that some customers have run into is that afterthey have set up an user in Office 365 and assigned a Dynamics CRM Online license to the user the user does not appear in the user list in Dynamics CRM.

Although the cause is not obvious there is a simple solution for this.

The issue is caused by the fact that the user may not have been assign to an Office 365 security role automatically even though they have been assign a CRM license and assign to security roles in CRM.

Solution:

Please check if the user that has issues configuring the Outlook client for Dynamics CRM has been added to the CRM security group in Office 365.

The step to do this are:

Go to the Office 365 admin portal: https://portal.microsoftonline.com

Go to Admin -> Office 365

Then go to Users & Groups -> Security Groups

Select the CRM Security group. It could be called CRM Online as well. It will be fairly obvious.

Check if the user is added to this security group. If not add the user to the group and check in Dynamics CRM again if the user appears in the list of users now.

This should fix your issue. Happy CRM'ing!

Task:

Send a large amount of data to an excel spreadsheet

Problem:

Sometimes you may notice that when you export data to excel you may not received everything you were expecting.

Resolution:

When exporting data to excel you are provided with a list of options. One of the options which can be easily missed is the one to send data from all pages. This is mainly due to the wording being very similar to the default selection.

When you need to export multiple pages of data. Be sure to select the options which sends data from all pages. This will generally be the second option. It your data is only amounts to a single page, this option does not appear at all.

See the screenshot below:

This video explains how to add an email field to a form in Dynamics CRM 2013.

Outline

This article provides an outline on how to setup a Microsoft TAPI Server to host remote third-party TAPI Service Providers (TSPs).

A Remote TAPI Service Provider is a telephone device driver provided by your telephone system vendor, which enables Microsoft Windows to control your third-party telephone devices.

Windows 2000 Server and Windows 2000 Advanced Server includes a telephony server component for distributed access to shared telephony devices.

For example, a LAN-based server may have multiple connections to a local telephone switch or PBX.Telephony Application Programming Interface (TAPI) operations invoked by a client are forwarded over the network to the server.The server can then use a third-party call control between itself and the PBX to fulfill the clients call control requests.

In the above illustration, the Microsoft TAPI Server is performing the following tasks:

Hosting the third-party TAPI Service Provider (TSP),

Providing communications of telephony control to/from the office telephone system via the TAPI Server Provider,

Providing communications of telephony control to/from the client workstations via the office network.

The telephone devices in this illustration are connected to the office telephone system as per the make of telephony system.This connection is responsible for device control and not computer telephony. The client workstations connected to the office network are able to share the telephony devices hosted by the Microsoft TAPI Server.

Windows Telephony Client/Server

To understand the roles of both the Microsoft TAPI Server and the client workstations, this section outlines each of them and how their roles interact.

The Microsoft TAPI Server

The role of the Microsoft TAPI Server is to host the telephony service responsible for sharing telephony devices hosted on that server.

Shared telephony devices can be thought of just like many other shared network resources such as printers, files and folders.

As a shared resource, the TAPI Server is also responsible for access control to that shared device (resource), denoting which Windows domain users can and cannot access control of a given device.

The Microsoft Windows Client

The role of the Microsoft Windows Client is as the name suggests a client accessing a shared telephony device (resource), being hosted by a central TAPI Server machine.

Through the clients Windows Telephony architecture, a Windows Client can access one or many telephony devices being shared from a single TAPI Server.

Configuring a Microsoft Windows TAPI Server

This section outlines the required steps to setup and configure a Windows TAPI Server.To perform these operations you will need:

An installation of Window 2000 Server or Windows 2003 Server,

Administration access to configure your Windows 200x server.

Important Note: The steps outlined within this section may require you to re-start your Windows 2000/3 server.

Accessing the Computer Management Console

From the Windows desktop of your 2000/3 Server, access the Computer Management application under Administrative Tools (or from the Windows Control panel).

This action should present the Computer Management Console.

From within the Console, navigate down to theTelephonycomponent, residing underServices and Applications.

If you expand the Telephony component tree, this should illustrate all the existing telephony device (TAPI Service Providers) currently installed/available on your TAPI Server.

Enabling the Telephony Server

The first step is to ensure the Telephony Server component is enabled.To achieve this, right-click on theTelephonyservice item in the left-hand tree and select Properties from the pop-up menu.

This action will present the following Telephony Properties dialog.

Ensure the Enable telephony server check-box is enabled.

Click OK to confirm this change.

Notes:

This action will most likely prompt you to restart the telephony services component for this change to take affect.

In our experience restarting of the telephony service is often subject to fail due to many other dependent services if this should happen, then a complete re-start of the server machine will be required for the enablement of your telephony server.

Adding your Telephone Vendor TAPI Service Provider (TSP)

Once you have successfully enabled your Telephony Server, you can now begin adding new telephony devices.

To add your telephony device, you must first install the TAPI Service Provider (TSP) device driver that is supplied by your telephone system vendor.

The installation process for this will be provided and defined by your telephone system vendor.Each provider typically provides an installation CD with the required TSP driver files for you to install.

Once complete, the necessary TSP driver files will reside on your Windows Server ready for configuration.

For information on how to install your telephone systems TAPI Service Provider, consult the technical information provided by your telephone system provider.

Managing Telephony Devices

Once you have installed your vendor supplied TAPI Service Provider (TSP), you are now ready to add this device into your Windows Telephony Server.

From the Services and Applications tree of the Console, right-click on theTelephonytree item and select Manage Providers.

This action will present the following Telephony Providers dialog.

Microsoft typically has a number of telephony providers installed as standard, and these are used to control many standard telephony features of Windows we strongly suggest these are not removed or reconfigured.

From this dialog you can add, remove and configure telephony providers.

If a telephony provider relating to your telephone system is not listed in the current provider device list, then clicking the Add button will enable you to add it see next section.

If a telephony provider relating to your telephone system is already listed in the current provider device list, then proceed toConfiguring Your Telephony Devicesection below.

Adding Your Telephony Device

If your telephony device is not currently listed in the list of Telephony Providers, then clicking the Add button will present the Add Provider dialog.

From this dialog, select the provider that relates to your telephone system.

If no provider relating to your telephone system is listed, ensure the TAPI Service Provider (TSP) has been successfully installed see the sectionAdding your Telephone Vendor TAPI Service Provider (TSP)above.

Configuring Your Telephony Device

Configuration of your telephone device is very much based upon the individual nature of your telephone system and telephone provider.

Each provider is typically written by the telephone system vendor, and therefore configuration options are dependent upon those systems requirements.

For the purpose of illustration, this section will use the configuration of a Panasonic telephone system and Panasonic TAPI Server Provider (Panasonic KX-TDA TSP).

The following illustration shows the Panasonic TAPI Service Provider listed in the telephony device list.

Right-clicking your telephony provider should present a pop-up menu with the option to Configure Provider.

Selecting the Configure option should then present the configuration dialog(s) for your telephony provider.For information on how to setup and configure your telephony provider, consult the technical information provided by your telephone vendor provider.

(Sample illustration of the Panasonic Telephony Provider)

Telephony Device Management

Once you have successfully installed and configured your TAPI Service Provider (TSP), you are now ready to administer control of its devices.

On selecting your telephony device from the list of installed providers in the telephony tree, the information pane on the right-hand side should then display a list of all telephony devices defined upon that provider.

In the following illustration, the Panasonic provider is selected, and the right-hand pane shows all the telephone devices (e.g. lines) available on the Panasonic telephone system.

Each device (line) can be assigned a user or collection of users from the Windows Domain Users list which is able to access a given device.

To assign user access to a given telephony device, right-click the required device and select Edit Users from the pop-up menu.

This action will present the Edit Users dialog, where users can be added and removed as required.

Setting up a Windows Client Workstation

This section outlines the required steps to setup and configure a Windows Client Workstation to access the shared telephony resources of a Windows TAPI Server.

Accessing a Windows TAPI Server

On a client workstation wishing to access the shared telephony resources of your Windows TAPI Server, perform the following:

From the Windows command line or from the Run window (Start, Run), type the following command:

tcmsetup /c tapiservername

In the example above, the nametapiservernameshould be replaced with the name of your Windows TAPI Server.

Usage Notes:

If you wish to reference multiple TAPI servers, this can be achieved by listing all the server names separated with spaces.

The running of the tcmsetup command replaces any previous server list, so make sure you list every telephony server you want to make available to the client.

The TAPI client is installed with the Windows 2000 operating system, but you need to perform this procedure to specify servers for the client.The client must be in the same domain as the server or in a fully trusted domain.

You must log on to the client as an administrator to perform this command.If you are logged on to a computer in the Users or Power Users group, you can use therunascommand to run tcmsetup as an administrator, as shown in the following example:

runas /user:mydomainmyname tcmsetup /c tapiservername

Note: You may have to restart the Telephony service for these changes to take effect.

Persisting the Relationship

Once the tcmsetup command has been run on a given workstation, the relationship it establishes to the Windows TAPI Server will remain persistent (even during client and server re-starts) until the command is re-run or a new tcmsetup command denotes otherwise.

Detaching from a Windows TAPI Server

If you wish to remove a relationship to a Windows TAPI Server, this can be achieved using the following command.

tcmsetup /c /d

This command will remove all relationships to all previously assigned Windows TAPI Servers.

Microsoft Remote Service Provider

On successfully establishing a relationship to your Windows TAPI Server, the following entry should appear in the list of telephony Providers on your Windows workstation (Control Panel, Phones and Modem Options).

The Microsoft Windows Remote Service Provider (RSP) is the Windows telephony client component responsible for communications with Windows TAPI Servers.

Notes:

The Providers listed on the client workstation will not show all the shared telephony devices being shared by your Windows TAPI Servers.

Source: Q-Gate Websitehttp://www.qgate.co.uk/knowledge/setting-up-a-microsoft-tapi-server/

The Partner of Record (POR) designation informs Microsoft that one of the companys partners is servicing your Microsoft Online Services subscription.

Designating a POR for your Microsoft Dynamics CRM Online or Office 365 subscription costs nothing and takes only a minute or two. Additionally, identifyingOrganon Consulingas your POR grants you access to additional tools and resources, that only Organon Consulting customers can access.

Here are the instructions to designate Organon Consulting as your Partner of Record.

1. Designating Partner of Record

Log into the Office 365 Admin Portal

This requires Global Administrator rights in the Office 365 Admin Portal

Log into the Office 365 Admin Portal: https://portal.microsoftonline.com

www.organonconsulting.com.au

2. Goto Licensing

Click the licensing link in the navigation menu on the left-had side of the screen (see below).Log into the Office 365 Admin Portal:

3. Goto Subscription

Click the link for the SUBSCRIPTION for which you wish to Organon Consulting as your Partner of Record, in this example Microsoft Dynamics CRM Online Trial (see below). Each subscription has a separate Partner of Record. To name Organon Consulting as your Partner of Record for each subscription requires you to complete steps 3 through 6 in this guide for each subscription.

4. Add Partner Information

Click the link for the SUBSCRIPTION for which you wish to Organon Consulting as your Partner of Record, in this example Microsoft Dynamics CRM Online Trial (see below). Each subscription has a separate Partner of Record. To name Organon Consulting as your Partner of Record for each subscription requires you to complete steps 3 through 6 in this guide for each subscription.

5. Assign Partner ID

Enter the Partner ID for Organon Consulting (3488757") in the Microsoft partner ID field, and click the check ID button. "Partner found: Organon Consulting Pty Ltd" should then be displayed in green below the Microsoft Partner ID field. Click the OK button.

6. Partner Information

When the page refreshes (see below), you should now see Organon Consulting Pty Lty" listed under partner information on the right.

7. Thank you

Organon Consulting is now designated as the Partner of Record for your Microsoft Dynamics CRM Online organisation.

Thank you! We look forward to working with you.

To name Organon Consulting as your POR for another subscription, such as Office 365, please repeat steps 3 through 6.

If you have any questions please let us know:

Telephone: 03 9010 6101

Email: [email protected]

Visit us at:

The Microsoft Dynamics CRM for Outlook add-in is a powerful way to use Dynamics CRM within Outlook. It also allows you to synchronize your contacts and activities between the two. The following is a handy guide on how to install and configure the client for Dynamics CRM 2011 or CRM 2013 Online.

1. First you will need to download and install the client.

Download the CRM 2011 version

Download the CRM 2013 version

logging in through the web

(Note:Most workstations will use the version ending in i386 [32 bit], as opposed to the version ending in adm64 [64 bit]. If youre unsure, you can check and see what version you will need. To do this in Outlook 2003 or 2007, open Outlook, go to theFilemenu and selectHelp.For Outlook 2013, clickFile, selectOffice Account, and then clickAbout Outlook. Under theAbout Microsoftsection you will see what version you are running.)

2. Once your web browser prompts you to download, clickRun.

3. Follow the prompts to install and set up the Outlook client.

4. Once the setup is complete, you may be prompted to configure the add-in using theConfiguration Wizard. If the wizard does not start automatically, you can manually start it by navigating to the CRM tab in Outlook and clickingConfigure Microsoft Dynamics CRM for Outlook.

How to Configure Microsoft Dynamics CRM for Outlook

1.Once you have the Configuration Wizard started, the next step you take will depend on whether you are running Dynamics CRM 2011 Online or On-Premise.

For Dynamics CRM 2011 Online, do not enter aServer URL. Instead, choose the optionCRM Onlinefrom the drop-down.

For Dynamics CRM On-Premise, enter your organizations Dynamics CRM URL and clickTest Connection.

2. Once the test finishes, enter your Dynamics CRM credentials and clickOK.

Note:If you are not sure of your password or it is not accepting your credentials, tryto verify your password.

3. Choose your Organization and clickOK.

Warning!If you own contact records in Dynamics CRM, the add-in will sync those CRM contacts into your Outlook contacts, which could create the potential for duplicate Outlook contacts.

This is a bug in the CRM 2013 update and according to Microsoft will be fixed in UR1- You currently have 2 choices: 1. Turn off IM Presence within CRM Settings - System Settings - General Tab or 2. Close/Shut down the Lync Client

In case you run into issues when setting up the Telephony Integration software you may want to check if the TAPI driver works correctly to make sure there is no connectivity problem.

There is an easy tool to check how well the TAPI driver is working and if it is passing the correct information to the Telephony Integration software. It is called TAPI Soft phone.

It is available for free and downloadable at: www.julmar.com/tapi ( http://www.julmar.com/tapi/native-tapi-samples/tapi_soft_phone.zip ).

Unzip the file and run the phone.exe file.

After you have done this make a call through the presented console and check if the TAPI call state is "Connected". Drop the call and check if the TAPI is in "Disconnected" state.

Do the same for incoming calls to test the connectivity and the messages that get passed through the Telephony Integration software.