MB Microsoft Dynamics CRM 2016 Online Deployment.

MB2-710 Microsoft Dynamics CRM 2016 Online Deployment

Getting Started Overview CRM Online is a cloud-based offering of Microsoft Dynamics CRM The licensing is a subscription-based model with a monthly recurring fee per user Managed via Office 365 platform Also available in On Premise and partner hosted (also subscription-based model) Accessing Microsoft Dynamics CRM Online Web browser o IE 10, 11 and Edge IE 8 and IE 9 are not officially supported o Mozilla Firefox o Google Chrome o Apple Safari Apps to install (no additional cost) o CRM for Outlook Windows 7 SP1, Windows 8/8.1, Windows 10 Office 2010, 2013, 2015 IE 10/11 o CRM for phones Express Designed for CRM2013 and 2015 No longer supported o CRM for phones Designed for CRM 2015 Update 1 IOS 7/8/9 Android 4.4/5 Windows Phone 8.1/10 No blackberry app (CRM can be accessed through mobile browser) o CRM for tablets Windows 8.1/9 IPad IOS 6/7/8/9 Third generation or later 9 or larger screen Android 4.2/.4.3/4.4/5 7 or larger screen Development or third party o Custom applications o Portals Licensing Plans Every user must have a User Subscription License (USL) Licenses cannot be shared o USL Types

Server licenses are not used Every subscription includes a production instance and 5GB of storage Subscriptions add-ons are available (production instances, non-production instances, additional storage) Plan a deployment Considerations Consider who will be in the project team (Technical / Non-technical) Will be a partner used? Sure Steps methodology available for partners Import Data Ways to import data o Import Data Wizard Simple scenarios o Programmatically using the SDK Will require development o Third party tools o Data Loader Service Cloud based service for moving data between files and CRM Online Part of LifeCycle Services for Dynamics Available as preview feature for North America

Q1 2016 Cannot restore database from On-Premise version Planning the import o Consider how much legacy data to bring to CRM o Do not underestimate time to export, process and import data o When will be legacy data be cleansed? o Some records require special considerations (quotes con only be imported in a draft status for instance) Manage Online Subscriptions Sign-up for a Subscription CRM Online Subscriptions are managed through Microsoft Online Services You can buy a subscription: o In the O365 Admin Portal o Converting a 30-day trial a paid subscription o Using a Volume Licensing agreement o Office 365 is not required to purchase CRM Online To cancel a subscription contact billing support o Cancellation fees can be applied / Fees are waived if migrating to On-Premise o Data will be deleted 30 days after cancellation To migrate to On-Premise contact technical support to arrange an export of DBA Add-ons are purchased in the O365 Admin center Additional products such as Social Engagement/Portals are added as new subscriptions but additional instances and storage are added to an existing CRM subscription Manage users CRM users are managed in O365 To add a user: Create an account for the user, Add a CRM license to the user account, Assign security role(s) to the CRM user Enable and disabling a user is performed in the O365 portal (not in CRM) Users can not be deleted Users can be marked as non-interactive o Can be used for programmatic access to CRM o Do not require a license o Five non-interactive user can be created per instance User account synchronization Users of CRM Online must have O365 accounts. These are different from accounts used on company network To reduce account administration: o Synchronize Active Directory with O365 User logs on to their on-premise environment using domain\user User logs on O365 using user@domain.com Synchronization keeps the user name the same in both environments Passwords are not synchronized (User may have two different passwords) o Use Active Directory Federation Services A single account (AD) is used for on-premise network and O365

User logs on to their on-premise environment using domain\user For O365 user is logged in automatically (SSO) or logs using domain\user Microsoft Online Services administrator roles Online Services administrator roles apply to management of subscriptions (not CRM) Administrative roles: o Billing Admin o Global Admin o Password Admin o Service Admin o User Management Admin O365 Global Admins/Service Admins are added to CRM Online with System Administrator role A CRM Online license is not used or required Administrative access gives access only the Settings area Manage Online Instances Overview of Instances An instance is a CRM database (organization in CRM On-Premise) Instance can be for Production or Non-Production (Sandbox) purpose Instance properties Administer instances Actions that can be performed on instances o Switch From Production to Sandbox / Sandobox to Production Depends on available licenses o Reset Only Sandbox instanced can be reseted (delete all data) o Delete

o o Sandbox instances can be deleted / Storage and license become available Administration Mode Only System Administrator or System Customizer role can sign in Background operations can be disabled Copy Any instance can be copied to a sandbox instance Full copy includes all data, users and customizations Minimal copy includes user and customizations The copy instance is place in Administration Mode automatically Tenant Considerations A tenant can include 50 production and 75 non-production instances Each instance has its own SQL Server Database A licensed CRM Online User can be given access to any instance associated with the tenant A tenant is bound to a geographical region o By default, all instances are created in the same region as the tenant o On request, the ability to create instances in other regions can be granted Multiple tenant o Consider this scenario for differing geographical or departmental needs o Each tenant is managed separately o Licensed users can only access instances in the same tenant o Licenses and subscriptions cannot be shared o A tenant can only be federated with one on-premises AD Manage Storage Each subscription has a storage limit that applies across all instances Notifications are sent when the limit is reached and at a threshold (80%) If the limit is reached new records cannot be created Manage Administrative Email Notifications Service email notifications are sent to CRM administrators Additional recipients can be added at the instance level Manage CRM Online Updates CRM Online Update Policy New features are delivered for CRM Online twice a year Customers are not required to take all updates Updates will not be applied unless a customer approves it for each instance At some stage, it will become mandatory to update an instance Customers may skip updates depending on the version of the instance After an update is scheduled, emails are going to be send prior, during and after the update Approve Updates to CRM Online Updates are approved at the instance level It s possible to approve or reschedule updates using the CRM Online Administration Center Consider using a Sandbox instance first to test that everything is working after the update

Related Online Services Exchange Online Provides mailboxes for users and can be used with CRM Online Emails created in CRM Online can be sent via Exchange using one of Server-side Synchronization, Email Router or CRM for Outlook Can be added to O365 as a standalone subscription Microsoft Social Engagement Cloud-based system for collecting data from social media websites Can be used on its own or integrated with CRM (both Online and On-Premise) Include data in CRM using dashboards or forms (Social Insight controls) You must have a subscription from Social Engagement and assign licenses to users Included with CRM Online enterprise licenses and subscriptions with 10 or more professional licenses Microsoft Dynamics Marketing Cloud-based service for planning, executing, and measuring campaigns across multiple channels Integration with CRM Online o Marketing Connector Solution: to share and synchronize marketing data between CRM and Dynamics Marketing o Marketing Seller Portal Solution: uses the shared data to an overview of marketing messages to accounts and contacts from within CRM Parature Cloud-based service which provides knowledge management, self-service portals and multichannel engagement Knowledge base could be integrated with CRM 2015 U1 In CRM 2016, the knowledge managment features were added to the core features Yammer Cloud-based service that provides a private social network for organizations Can be integrated with CRM Online and CRM On-Premise Yammer enterprise licenses are required to integrate with CRM (free version is not supported) replaces activity feeds if integrated with CRM Sharepoint Provides document, content, intranet and extranet management and search capabilities Can be integrated with CRM to show document management within CRM records Two types of Sharepoint integration o Client to server (using list component) o Server to server List component is deprecated, still available in CRM 2016 but no recommended to use OneNote Is used to capture ad hoc modes which can be typed or hand drawn

OneNote notebooks can be associated with CRM records OneNote notebooks are stored in Sharepoint Server-based Sharepoint integration must be enabled Document management and OneNote integration enable per entity Does not CRM notes Telephony CRM integrates with Skype and Skype for Business Telephone numbers can be clicked to start a call Only one of Skype or Skype for Business can be configured per instance Office 365 Groups Shared workspaces for collaboration between Office 365 users and include inboxes, calendars, and file storage Groups can be integrated with CRM Online to provide collaboration between Office 365 users that don't use CRM and CRM users The integration is provided by a CRM solution that must be installed from the Office 365 administrative portal Requirements include: o CRM 2015 U1 (not available for CRM On-Premise) o Exchange mailbox for each user o Server-based SharePoint integration must be enabled for viewing documents Office Delve Is part of Office 365 Search content in Word, Excel, OneNote, SharePoint sites and elsewhere in Office 365 Can be shown in CRM via a dashboard component Does not search for content in CRM No additional licenses are required Requires server-based SharePoint integration and Office Graph integration OneDrive for Business Store, synchronize, and share work files (1TB of cloud space is included) Files stored in OneDrive are by default private but can be shared (SharePoint documents are always shared) Can be linked with CRM and can be synchronized with user s computer using desktop app Available in CRM2016 (Online and On-Premise), server-based SharePoint integration and one O365 license per user is required Files are shown in the Document Associated grid It can be controlled using security roles CRM for Outlook Overview of CRM for Outlook Is installed in a computer with Outlook Access CRM data and features from within Outlook Track emails, task, appointments and contacts

User CRM email templates Work with CRM data offline Requirements o Windows 7/8/8.1/10 o Windows Server 2012 and 2012 R2 Remote Desktop Services o Outlook 2010/2013/2016 (x64 client is only supported by x64 Office) o IE 10/11 CRM2016 for Outlook only works with CRM2016 CRM2015 for Outlook it will work with CRM2015 in online mode Deployment methods o Manual installation o Manually using the command line o Download link in web application o Group policy o Microsoft System Center Configuration Manager o Third party tools for software installation Configure CRM for Outlook To track emails and perform synchronization, email address in Outlook must match CRM user s email address CRM for Outlook can display information from multiple CRM organizations Only one organization can be the synchronization organization For non-synchronization organizations o Going offline is not available o There is no synchronization with Outlook Offline capability can be installed with the connector or later With offline mode, all processing is performed on the user s computer Changes to records are stored in a local SQL Server Express database When going online, a synchronization process updates the server database To keep the local database size small, only records specified to be available offline by data filters. Users can change filters. Synchronization fields Starting in CRM 2015 administrators can configure the fields that re synchronized Works with Outlook client synchronization and Server Side Sync (NO Email Router) Users can view (but not change) the fields Attachments to appointments can also be synchronized Synchronization can be one-way, two-way or none Applies to Appointment, Contract, Fax, Letter, Phone Call, Recurring Appointment, Service Activity and Task Configuring Mobile Devices Mobile Device Apps Apps o CRM for phones o CRM for phones express o CRM for tablets

Offline working o recently viewed records are cached and can be viewed but not edited o New records can be created while offline as drafts o Drafts can be edited before going online o Some restrictions can t edit existing records, can t link a draft record to another draft o Drafts are not available in CRM for Phones Express Security Privileges o Users must have CRM for mobile privilege to use CRM for Phones o Users must have CRM for phones express privilege to use CRM for Phones Express Configure Entities for Mobile All custom entities can be enabled for all mobile apps For CRM for phones/crm for tablets entities can optionally be made read only Many system entities are enabled (can be disabled) Some system entities are not enabled and cannot be enabled CRM for phones/crm for tablets uses Main for type CRM for phones express uses the Mobile Express form For components such as tabs, sections and fields can be hidden from CRM for phones More than one dashboard can be enabled for CRM for phones/crm for tablets CRM App for Outlook Lightweight app for tracking emails and viewing CRM records Preview add-in to Exchange Online mailboxes It s not a replacement for CRM for Outlook For users there s nothing to install, no configuration and no authentication CRM Online only Currently supported o Outlook 2013 o Outlook Web Access (OWA) on IE and Chrome Install via CRM Online Administration Center Email Management Email Processing Options Email Processing Options CRM does not include an email system To send emails from CRM, it s needed to configure one of the following o Email Router Server-based email processing system PRO - Centrally managed solution, easier to manage for larger deployments PRO - Can be used in mixed/hybrids environments (Exchange On- Premise/CRM Online) PRO - Supports Exchange 2010 and later CON - Mus be installed on a computer CON - Managed and configured using a separate program CON - Cannot synchronize Appointments, Contacts and Task with Outlook o Server-Side Synchronization

Server-based email processing system Supports Exchange Server 2010 SP3/2013 SP1/2016. PRO - Centrally managed solution, easier to manage for larger deployments PRO - Managed in the web application PRO - Can synchronize with Exchange Online with minimal configuration PRO - Provides error reporting in the application PRO - Appointments, Contact, and Tasks are synchronized with Exchange PRO - Nothing to install CON - Cannot be used between CRM On-Premises and Exchange Online o CRM Client for Outlook Client-based email processing system PRO - No configuration PRO - Nothing further to install (other than CRM for Outlook) CON - Cannot be used for queues CON - Emails created in CRM are not sent unless Outlook is running CON - Incoming emails are not automatically tracked unless Outlook is running In a CRM organization either the Email Router or Server-Side Sync can be used not both Email Tracking and Correlation Emails can be manually or automatically created in CRM (tracking) Emails also con be liked to relevant CRM records (correlation) o Using email headers (Use Correlation) o Smart Matching (Uses subject and recipients) o Tracing Token (Uses string on end of subject line) User Options for Automatic Tracking Folder-level tracking automatically tracks emails to a specific record o Server-side sync o Exchange server o Folder to be created under the inbox o Map folders to CRM records o Doesn t require CRM for Outlook o Maximum of 25 folders o Manual changes to the regarding field in the email will be overridden (unless the email is removed from the tracked folder) Mailbox Monitoring Individual mailbox (user/queues) monitoring Forward mailbox monitoring o Recommended for larger organizations o Must configure a forwarding role for the user or queue mailbox

Synchronization Methods Incoming o None o CRM for Outlook o Server-Side Synchronization or Email Router o Forwards Mailbox Outgoing o None o CRM for Outlook o Server-Side Synchronization or Email Router Mailbox Records Each user has an associated mailbox records o Contains synchronization method and server profile (only apply to Server-Side Sync) Any changes to the email address for a user/queue must be approved o Only applies to users/queues configured to use Email Router or Server-Side Sync o Approve Email Addresses for Users or Queues privilege o Can be disabled separately for users and queues Server-Side Synchronization Overview Server-side synchronization processes to emails to and from CRM Runs as part of the asynchronous service in CRM Nothing to install ideal for CRM Online Can synchronize appointments, contacts and task Can be used with: o CRM Online and Exchange Online o CRM On-Premises and Exchange On-Premises o Connecting CRM Online with Exchange Online in a different tenant is not supported o CRM Online 2016 with Exchange On-Premises (only hybrid scenario supported) Exchange 2010 SP3/2013 SP1/2016 Configure Server-side Synchronization Set the email processing method Configure mailbox records Create a forward mailbox record

Configure one or more server profile o When using CRM Online and Exchange Online server profile is created automatically Uses the Server to Server (S2S) protocol Eliminates the need to specify email credentials o When using Exchange On-Premises you must create a server profile Incoming and outgoing Exchange servers or use Auto Discovery How to authenticate with the Exchange server Additional performance settings o Can create profiles for POP3 and SMTP servers o Credentials for CRM On-Premises o CRM Online only option is to specify user name and password for an impersonation account Add mailbox records to a server profile Test and enable mailboxes Encryption connections are required o Exchange On-Premises server must user the HTTPS protocol (TLS, SSL) o CRM On-Premises HTTPS must be used for the CRM website Otherwise saving email credentials is not allowed Requirement for HTTPS can be disabled using PowerShell o CRM Online always use HTPS Configuring Hybrid Scenario o Supported Exchange version o Enable basic authentication (Exchange) o Configure an account with impersonation role o SSL certificates o Enable auto discovery (recommended, not mandatory) o Test the connection to Exchange from outside company network o Create an email server profile Set up a Forward Mailbox Instead of monitoring individual mailboxes, server-side sync can monitor a forward mailbox Steps o Create an Exchange mailbox to use as the forward mailbox o Create a forward mailbox record in CRM o Add a rule for each user to forward emails to the Exchange mailbox o Select Forward Mailbox as the Incoming Email setting for each user/queue Test Email Configuration Mailboxes must be tested and enabled

The synchronization methods for Incoming/ Outgoing Emails and Appointment, Contact and Task are tested Results are shown on the email mailbox Problems encountered are shown as alerts in several places o Sales/Alerts, Marketing/Alerts, Service/Alerts o Under related items in mailbox and Email Server Profile records o Dashboard Server-side Synchronization Performance