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Microsoft Dynamics CRM 2013 Unleashed

By Marc Wolenik
Published Apr 25, 2014 by Sams. Part of the Unleashed series.

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More Information

Description

Copyright 2014
Dimensions: 7" x 9-1/8"
Edition: 1st

eBook (Watermarked)
ISBN-10: 0-13-351835-3
ISBN-13: 978-0-13-351835-1

Microsoft® Dynamics CRM 2013 Unleashed presents start-to-finish guidance for planning, customizing, deploying, integrating, managing, and securing both cloud and on-premise based versions of Dynamics CRM.

Leading Dynamics implementer Marc Wolenik fully covers Microsoft Dynamics CRM 2013, Microsoft Dynamics CRM Online Fall ’13, and many features first introduced in Microsoft’s “Polaris” and Update Rollup 12.

You’ll find thorough coverage of Dynamics’ revamped “Flow” interface and advanced cross-platform mobile client support. Extensive new coverage also includes: Business Process Flows, Portable Business Logic, reporting and forms improvements, server-side email synchronization, MarketingPilot, NetBreeze, Yammer, and much more.

Drawing on extensive insider knowledge, Wolenik presents proven best practices and pitfalls to avoid in using every significant Dynamics CRM 2013 capability–information available in no other book.

Marc J. Wolenik, is CEO of Webfortis, a Microsoft Gold Customer Relationship Management Competency Partner that specializes in delivering
Microsoft Dynamics CRM/xRM solutions for companies of all sizes. Learn from experience and dive deep into CRM technologies that cross almost every industry and vertical. His books include Microsoft Dynamics CRM 2011 Unleashed, Microsoft CRM 4 Unleashed, and Microsoft CRM 4 Integration Unleashed.

Detailed information on how to…

Compare on-premise and cloud versions of Dynamics CRM, make your best choice, and deploy painlessly
Use the advanced configuration and customization options that offer you the most value
Take full advantage of Dynamics CRM’s new flow interface and productivity shortcuts
Learn about new add-on features for Dynamics, including MarketingPilot, NetBreeze, and Yammer
Personalize dashboards, activities, calendars, data import/export, and more
Manage leads, opportunities, accounts, contacts, marketing lists, collateral, campaigns, quotes, orders, and invoices
Integrate schedules, cases, contacts, and product/service information
Build powerful automated workflows, processes, and complete solutions
Deliver CRM applications to smartphones and tablets, including iOS devices
Provide watch lists, automatic alerts, and other sales help through InsideView Social Insights
Extend Dynamics CRM with custom plug-ins and add-ons
Integrate Dynamics CRM 2013 with SharePoint, Azure, SQL Server, SRSS, Visual Studio, and .NET Framework

ON THE WEB:

Download all examples and source code presented in this book from
informit.com/title/9780672337031 as it becomes available



Sample Content

Introduction 1

1 How This Book Is Arranged 5

Introduction . . .. . . . . . . . . . 5

Online Versus On-Premise .. . . . . . . . 6

Updates/Release Cadence . . .. . . . . . . . 8

On-Premise Updates. . . .. . . . . . . . . 8

Online Updates . . .. . . . . . . . . . 9

Summary . . . . . . . .. . . . . . . . . . . . . . 9

2 New Features of Microsoft Dynamics CRM 2013 11. .. . . . . . 11

Command Bar Versus Ribbon Bar. . . . . . . .. . . . 13

Navigation Bar Versus Navigation Pane . . . . .. . 15

Bing Map Integration . . . . . . . . . . .. . . . . 15

Flow Interface . . . . . . . . . . . .. . . . . 16

Autosave . . . . . . . . . . . . . .. . . . . . . 17

Business Process Flows (BPFs) . . . . . .. . . . . . . . . . . . . . 18

“Ready-to-Use” BPFs . . . . . . . . . . . . .. . . . . . . . . . . . 22

Native Image Saving Options . . . . . . . .. . . . . . . . . . 23

Portable Business Logic (PBL)—Business Rules . . . . . . .. . . . . . . 25

Additional Improvements and Features in Dynamics CRM 2013 . . . . . . . . . . . . 26

New Forms . . . . . . .. . . . 26

Mobility . . . . . . . . . .. . . . . . . . . 27

Reporting Improvements . . . . . .. . . . . . . . . . . . 28

New Licensing Options . . . .. . . . . . . . . . 28

Outlook and Exchange Sync (Server-Side Synchronization). . . . . . . . . . . . 28

Volume Shadow Service (VSS) Support (On-Premise Only) . . . . . . . . . . . . . 30

New Server Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . 31

Microsoft Dynamics CRM 2013 Best Practices Analyzer (BPA) (On-Premise Only) . . .. . . . . . . 31

SQL Table Management as Part of the Upgrade (On-Premise Only) 31

Data Encryption Option . . . .. . . . . 32

Multibrowser Support . . . . .. . . . . 32

MarketingPilot . . . . . . . .. . . . . . . . . 34

Social Interaction and Communication Tools . . . . .. . . . . . . 35

Netbreeze . . . . . . .. . . . . . . . . . . . . 35

Yammer . . . . .. . . . . . . . . . . . 36

Skype . . . . .. . . . . . . . . . . 36

Deprecated Features . . . . . .. . . . . . . . . . . 37

Read-Optimized Forms . . .. . . . . . . . . . 37

Get Started Pane . . . . . . . .. . . . . . . . 37

Workplace . . . . . . . . . . .. . . . . . . . . . 37

Programmatic Changes . . . . . .. . . . . . . 38

Duplicate Detection on Create and Update . . .. . . . 38

Summary . . . . . . . . . .. . . 39

3 xRM Explained 41

What Is xRM? .. . . . . . . . . . . 41

Three Types of xRM Scenarios . . .. . . . . . . . . 43

Examples of xRM Solutions . . . . . . .. . . . . . . . . 44

Example One—Drug Lab Testing . . . . . .. . . . . . . . 44

Example Two—Animal Research Lab . . . . .. . . . . . 45

Example Three—Law Enforcement Management . . .. 45

Example Four—Agile Project Management . . . . . . . .. . . . . 46

Example Five—Airline Grievance Tracking . . . . . .. . 47

Why Use Microsoft Dynamics CRM for xRM Application Development? 47

Benefits of xRM . . . . . . . . . . . . .. . . . . . 48

Challenges with xRM . . . . . . . . .. . . . . . . . . . . 48

Licensing Considerations . . . .. . . . . . . . 49

Customization in the Wild . . . . . .. . . . . . . . . 50

Summary . . . . . . . . .. . . . . . . . . . . 51

4 CRM Online 53

Overview of Microsoft Dynamics CRM 2013 Online . . . . .. . . . 54

Why Use Microsoft Dynamics CRM 2013 Online? . . . . . .. . . . . . 54

The Microsoft Dynamics CRM 2013 Online Experience . .. . . . . . . 55

Update Schedule . . . . . . . .. . . . . . . . . . 55

Microsoft Data Centers . . . . . .. . . . . . . 56

Global Data Centers . . . . . . . .. . . . . . . . . . 56

Regional Data Redundancy . . .. . . . . . . . . . 57

Data Center Redundancy . . . . . .. . . . . . . . . . 58

Privacy and Certifications . . . . . . . .. . . . . . . . . 59

Privacy . . . . . . . . . . . . .. . . . 59

Certifications . . . . .. . . . . . . . . . 59

Understanding the Microsoft Dynamics CRM 2013 Licensing Options . . . 60

License Options Explained . . . .. . . . . . . . 60

Online Add-On Features . . . . .. . . . . . . . 62

New License Paradigm . . . . . .. . . . . . . . . 63

Signing Up for CRM 2013 Online . . . .. . . . . . . . . . . . 63

CRM Online Provisioning Process . . . . .. . . . . . . . . . 64

Adding and Setting Up Additional Users . . .. . . 70

Managing Users . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . 73

Bulk Adding Users . . . . . . . . .. . . . . 75

Managing Your Subscription . . . . . . . . . . .. . . . . . . . . . . . . . . 75

Checking System Health Status . . . . . .. . . . . . . . . . . . . . . 77

Adding a Production or Development Instance . . .. . . . . 78

Summary . . . . . . . . . . . . .. . . . . . . . . . . 80

5 Navigation 81

How to Navigate . . . . . .. . . . . . . . . . . . 81

Most Recently Used (MRU) . . .. . . . . . . . . 85

Saving Your Data . . . . . . . . .. . . . . . . . . . . . 86

Common Functions . . . . . . . . . .. . . . . . . . . . 89

Advanced Find . . . . . . .. . . . . . . . . . . . . . 89

Import/Export Data . . . . . . . . .. . . . . . . . . . . 90

Other Common Functions . . .. . . . . . . . 91

Ribbons in Outlook . . . . . . . . . . .. . . . . . . . . . 92

Summary . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . 93

6 Working with Customers 95

Accounts . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . 96

Required Fields for Accounts . . . . . .. . . . . . . . . . . 98

Additional Fields for Account Records . . . . . . .. 100

Top Menu Options for Accounts . . . . . . . . . .. . . 103

Contacts Associated with Accounts . . . .. . . . . . . . . . 104

Contacts . . . . . . . . . . . . . . . . . . .. . . . . 104

Required Fields for Contacts . . . . . . .. . . . . . . . . 105

Additional Fields for Contact Records . . . .. . . . . . . . . 107

General Information for Either Accounts or Contacts . .. . . . . . 107

Account and Contact Reports . . . . . . . . . .. . . . . . . . 110

More Addresses . . . . . . . . . . . . .. . . . . . . 110

Activities . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . 113

Common, Closed Activities . . .. . . . . . . . . 114

Connections . . . . . . . . . . . . . . . . .. . . . . . . . . . . 115

Documents . . . . . . . . . . . . . . . . . .. . . . . . . . . . 115

Audit History . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . 116

Processes, Workflows, and Dialog Sessions . . . .. . . . . . . 117

Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . 117

7 System Personalization 119

Setting Personal Options . . . . . . . . . . . . . . .. . . . . . . 120

General Options for Both Web and Outlook Clients . . . .. . . . 122

Synchronization . . . . . .. . . . . . . . . 124

Dashboards . . . . .. . . . . . . . 126

Activities . . . . . . .. . . . . . . . . . . . . . . . . 127

Quick Create . . . . . . . . .. . . . . . . . . . . . . . . . . . . . 127

Adding a New Activity Directly to a Record . . .. . . 129

Working with Activities . . . . . . . . . . . . . . .. . . . . . . . . . 131

Properties to Consider . . . . . . . .. . . . . . . 135

Task Activities . . . . . . . . . . . . . . .. . . . . . . . . . . . . . 138

Fax Activities . . . . . . . . . . . . . . . . .. . . . . . . . . . . . 139

Phone Call Activities . . . . . . . . .. . . . . . . . . . . . . . 140

Email Activities . . . . . . . . . . . . . . . .. . . . . . . . . . . . 141

Letter Activities . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . 142

Appointment Activities . . . . . . . . . .. . . . . . . . . . . . . . . . . . . 143

Scheduling Recurring Appointments . . . .. . . . . . . . . . 144

Service Activities . . . . . . . . . . . . . . . .. . . . . . . . . . . . . 147

Campaign Response Activity . . . . . .. . . . . . . . . . 149

Custom Activities . . . . . . . . . . . .. . . . . . . . . . . . . 150

Calendar . . . . . . . . . .. . . . . . . . 152

Importing Data . . . . . . . 153

Exporting Data . . .. . . . . . 162

Duplicate Detection . . . . .. . . . . . . . . . . . . . . . 167

Articles . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . 171

What’s New Interface . . .. . . . . . . . . . . . . . . . . . . 171

Summary . . . . . . . . . . . . . . .. . 174

8 Working with Sales 177

Flow Interface for Sales . . . . .. . . . . . . . . . 178

Lead to Opportunity Flow Example . . .. . . . . 179

Leads . . . . . . . . . . . . . . . . . .. . . . . . . . . . 190

Working with New Leads . .. . . . . . 191

Converting Leads. . . . . . .. . . . . . . . . . . . 195

Opportunities . . . . . . . .. . . . . . . . . . . . . . . 198

Creating a New Opportunity . . . . .. . . . . . . . . . 198

Add Products to an Opportunity . . . . . . .. . . . . . . . . . . 199

Closing Opportunities . . . . . .. . . . . . . . . . . . . . . . . . 205

Competitors . . . . . . . . .. . . . . 206

Products . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . 208

Quotes, Orders, and Invoices . . .. . . . . . . . 209

Working with Quotes . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . 209

Draft Status . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . 211

Orders . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . 218

Invoices . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . 221

Goals, Goal Metrics, and Rollup Queries . . . .. . . . . . . . . . 223

Define Goal Metrics . . . . . . . . . . . . .. . . . . . . . . . . . . . 224

Create New Goal . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . 227

Set Goal Criteria . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . 228

Summary . . . . . . . . . . . . . . . . . .. . . . . . . . . . 228

9 Working with Marketing 231

Marketing Lists . . . . . . . . . . . . . . . . . . .. . . 232

Use Lookup to Add Members . . . . . . . . . . . . .. . . . . . . . 235

Use Advanced Find to Add Members . . . . .. . . . . 235

Use Advanced Find to Remove Members . . . .. . 236

Use Advanced Find to Evaluate Members . . . . . . .. 236

Other Marketing List Features . . . . . . . . . . . . .. . . . 237

Campaigns . . . . . . . . . . . . . .. 237

Working with New Campaigns and Campaign Templates . . . . . . . . . . . . 238

Adding Campaign Activities . . . . . . . . . .. . . . 242

Campaign Responses. . . . . . . . . . . .. . . . . . . . . 245

Sales Literature . . . . . . . . . . . . . . .. . . . . . . . . 248

Quick Campaigns . . . . . . . . . . . . . . . . .. . . . . . . . . 250

Creating Quick Campaigns . . . . . . . . . .. . . . . . . 250

Status of Quick Campaigns . . . . . . . . .. . . . . . 254

Summary . . . . . . . . . . . .. . 255

10 Working with Service 257

Understanding Service and Service Activities . . . .. . . . . . . . 257

Services . . . . . . . . . . . . . . . .. . . . 259

Service Calendar . . . . . . . . . .. . . . . . . . . . . . . . 264

Service Activity . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . 265

Managing Users’ Working Time . . . . . .. . . . . . . . . 269

Appointments . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . 272

Cases . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . 275

Add Related Activities . . . . . . .. . . . . . . . . 277

Delete Case . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . 278

Resolve Case . . . . . . . . . . . . . . . .. . . . . . . . . . 278

Cancel Case . . . . . . . . . .. . . . . . . . 278

Reports . . . . . . . . . . . . . . . . .. . . . . . 279

Articles . . . . . . . . . . . . . . . .. . . . . . . . . . . 280

Subjects . . . . . . . . . . . . .. . . . . . . . . . 285

Submitting an Article . . . .. . . . . . . . . . . . . 286

Approving an Article . . . . . .. . . . . . . . . . . 286

Rejecting an Article . . . . . . . .. . . . . . . . . . . 286

Reports . . . . . . . . . . . . . . . . . . 288

Articles Security . . . . . . . . . . . . . .. . . . . . . . . . . . . . 288

Contracts . . . . . . . . . . . . . . . . . . .. . 289

Summary . . . . . . . . . . . . . . .. . 291

11 Reporting and Dashboards 293

Reporting . . . . . . . . . . . . . . . . . . .. . . . . 294

Report Filters . . . . . . . . . . . . . . .. . . . . . . . . . . . 297

Categories . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . 298

Administration . . . . . . . .. . . . . . . . . . . . . . . . 301

Report Wizard . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . 302

Scheduled Reports . . . . . . . .. . . . . . . . . . . . . . . . . . 314

On Demand . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . 316

On a Schedule . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . 319

Exporting . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . 323

Advanced Features . . . . . . . . . . . . .. . . . . . . . . . . . . . . . 324

Fetch-Based Reports . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . 329

Requirements . . . . . . .. . . . . . . . . . . . . . . . . . 331

Left Outer Joins . . . . . . . .. . . . . . . . . . . . . . . . . . . . 331

Charts and Dashboards . . . . . .. . . . . . . . . . . . . . . . . 331

Working with Charts . . . . . . . .. . . . . . . . . . . . . . . 335

Visualizations . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . 343

Dashboards . . . . . . . . . . . . . . .. . . . . . . . . . . . . 344

Introduction to SSRS . . . . . . . . . . . .. . . . . . . . . . . . . . . . 355

Custom Reports . . . . . . . . . . . .. . . . . . . . . . . . 357

When Are Custom Reports Recommended? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357

Installing CRM 2013 Report Authoring Extensions . . . . . . . . . . . . . . . . . . . . . . 357

Building Custom Reports with SSRS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 361

Developing and Testing Reports in Visual Studio . . . . . . . . . . . . . . . . . . . . . . . . . 363

Filtered Views . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . 365

Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . 368

Reports Parameters . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . 369

Building Custom Reports with ASP.NET . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 370

Custom Reports with ASP.NET Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377

Summary . . . . . . . . . . . .. . . . . . . . . . . . . . 378

12 Settings 379

Components of a Good Implementation . . .. . . . . . . . . . . 379

Business Management . . . . . . . . . . . . .. . . . . . . . . . . . . . . . 380

Fiscal Year Settings. . . . . . . . . . . . . .. . . . . . . . . . . . . . 381

Goal Metrics . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . 382

Business Closures . . . . . . . . . . . . . .. . . . . . . . . . . . . . . 383

Facilities/Equipment . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . 383

Queues . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . 384

Resource Groups . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . 386

Salespeople with Quotas . . . . . . . .. . . . . . . . . . . . . . . 388

Sales Territories . . . . . . . . . . . . . . . . . . .. . . . . . . . . . 388

Services . . . . . . . . . . . . . . . . . . . .. 390

Sites . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . 390

Subjects . . . . . . . . . . . . .. . . . 392

Currencies . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . 393

Connection Roles . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . 395

Relationship Roles . . . . . . . . .. . . . . . . . . . . . . . . . . . . 396

Templates . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . 398

Mail Merge Templates . . .. . . . . . . . . . . . . . . . 402

Product Catalog . . . . . . .. . . . . . . . . . . . . . 403

System Administration . . . . . . . . .. . . . . . . . . . . . . . . . . . . . 410

Administration . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . 410

Announcements . . . . . . . . . .. . . . . . . . . . . . . . . . . 412

Auto-Numbering . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . 413

Business Units . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . 414

System Settings . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . 422

Security Roles . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . 435

Field Security Profiles . . . . .. . . . . . . . . . . . . . . . . . . . 442

Teams . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . 446

Users . . . . . . . . . . . . . . . . . . . .. . . 453

Languages . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . 464

Privacy Preferences . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . 466

Subscription Management (CRM Online Only) . . . . . . . . . . . . . . . . . . . . . . . . . . . 466

Resources in Use (CRM Online Only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 466

Product Updates (Partner Hosted or On-Premise Only) . . . . . . . . . . . . . . . . . 467

Yammer Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467

Settings Top Navigation Options . . . . . . . . . .. . . . . . . . 467

Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . 474

13 Advanced Views and Connections 475

Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . 475

Create a Personal View . . . . . . . . . . . . . . . . .. . . . . . . . . 476

Modify the System Views . . . . . . . . . . .. . . . . . . . . . . 486

Connections . . . . . . . . . . . . . . . . 487

Summary . . . . . . . . . . . . . . . . . . . . . . .. . . 492

14 Filtered Lookups 493

Availability of Filtered Lookups . . . . . . . . . . . . . .. . . . . . . . . . . . . 493

Summary . . . . . . . . . . . . . . . . . . . . . . . . . .. . 498

15 Client Configuration Options 499

Browser/Web Client . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . 500

Microsoft Dynamics CRM 2013 for Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 502

Requirements . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . 502

Client Setup . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . 503

Client Installation . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . 504

Client Configuration . . . . . . . . . . . . . . . . . . . . . . . . .. . . . 506

Advanced Configuration . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . 509

Previous Version Compatibility . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . 511

Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . 512

16 Email Configuration 513

Server-Side Synchronization . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . 514

Configure Server-Side Synchronization . . . . . . . . . .. . . . . . . . . . . . . . . 515

Migrate Email Router Data. . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . 525

Microsoft Dynamics CRM for Outlook . . . . . . . . . . .. . . . . . . . . . . . . 527

Email Router . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . 527

Configuring the Email Services. . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . 528

Install the Email Router and the Rule Deployment Wizard . . . . . . . . . . . 532

Install the Email Router on Multiple Computers . . . . . . . . . . . . . . . . . . . . . . . . . . 534

Email Router Configuration Manager and Configuration Profiles . . 537

Authentication Types . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . 537

Access Credentials . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . 538

Configuring Email Routing for Multiple Configurations and Deployments . . . . . . . . .. . 539

Configuring the CRM Email Router . . .. . . . . . . . . 539

Creating the Incoming Profile . . . . . . . .. . . 539

Deployments . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . 540

User, Queues, and Forward Mailboxes .. . . . . . . . . . . . . . 543

Forward Mailboxes. . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . 544

Tracking Incoming Emails . .. . . . . . . . . . . . . 545

Queues . . . . . . . . . . . . . . . . . . . . . . . .. 546

Rule Deployment Wizard . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . 547

Create the Rule Manually . . . . . . . . . . . . . . .. . . . . . . . . . . . . 548

Summary . . . . . . . . . . . . . . . . . . . .. . 549

17 Mobility 551

Tablets . . . . . . . . . . . . . . . . . . .. . . . . . 551

Windows 8 Installation . . . . . . . . . . . . . . .. . . . . . . . . . . . . . 552

Customizing Options and Features . . . . . .. . . . . . . . . . . . 556

Form Fields . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 557

Entities Enabled for CRM Tablets . . . . . . . . . .. . . . . . . . . . . . . . . 561

Sales Dashboard . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . 562

Navigation Bar . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . 563

Command Bar . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . 563

Simple Lists . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . 565

Stakeholder and Sales Team Lists . . . . . . . .. . . . . . . . . . . 567

Business Process Flows . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . 568

Multi-Entity Quick Find/Search . . . . . . . . . . .. . . . . . . . . . . . . . 570

Offline Access/Usage . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . 573

Auto-Save . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . 576

Images . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . 576

Server-Side Extensibility . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . 577

Mobile Phones . . . . . . . . . . . . . . . . . . . . . . . . . . .. 577

Dynamics CRM Mobile Apps . . . . . . . . . . . . . . . . . . .. . . . . . . . . 577

Dynamics CRM on a Phone’s Web Browser . . . . . . . .. . . . . 578

Required Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . 578

CRM for Phones Privilege Enable Entities for CRM Phones . . . . . . . . . . . 579

Customizing and Features . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . 580

Installing and Using the Dynamics CRM Mobile App on an iPhone . . . .. . 583

Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . 591

18 Solution Concepts 593

Solutions Explained . . . . . . . . . . . . . .. . . . . . . . . . . . . 593

Working with Custom Solutions . . . . . .. . . . . . . . . 595

Add Required Components . . . . . . . . . . .. . . . . . . . . . . 601

Managed Properties . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . 601

Plug-Ins . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . 602

Best Practices When Working with Solutions . . . . . . . .. . . . . . . . . 604

Exporting Solutions . . . . . . . . . . . . . . . . . . . . .. . . . . . . . 607

Importing Solutions . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . 612

Removing Solutions . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . 619

Working with Multiple Solutions . . . . . . . . . . . . . . . .. . . . . . . . . . . 619

Entity Forms Security . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . 620

Migrating Customizations from Previous Versions . . . . . . .. . . . . . 624

Third-Party and Marketplace Solutions . . . . . . . . . .. . . . . 624

For ISVs . . . . . . . . . . . . . . . .. . . . . . 625

For Customers . . . . . . . . . . .. . . . . . . . . . . . . . . . 626

Summary . . . . . . . . . . .. . . . . . . 626

19 CRM 2013 SharePoint Integration 627

SharePoint and Dynamics CRM 2013 . . . . . . .. . . . . . . . 627

Basic Integration . . . . . . . . . . . . . . . . . . . . . .. . . . . 629

Installing the List Component . . . . . . . . .. . . . . . . 630

Standard Integration . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . 632

SharePoint Configuration . . . . . . . . . . . . . .. . . . . . . . . . . . . . 632

CRM 2013 Configuration . . . . . . . . .. . . . . . . . . . . . . . 638

Integration Features . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . 641

Document Location Option . . . . . . . . . . . . . . . .. . . . . . . . . . . . . 643

Record GUID in Folder Name . . . . . . . . . . .. . . . . . . . . . . . 647

Extending the Integration. . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . 649

Entities . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . 649

Configuration Message . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . 649

Operations in SharePoint . . . . . . . . . . .. . . . . . . . . . . . . . . . . . 650

Summary . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . 653

20 Azure Extensions 655

Introduction to Azure. . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . 655

Service Bus Configurations . . . . . . . . . . . . . . . . .. . . . . . . . . . . . 656

Creating a Windows Azure Service Bus Account with a Subscription . . . . . . 656

Getting the CRM 2013 Online Certificate . . . . .. . 659

Registering a Service Bus Endpoint . . . . . . .. . . . . 659

Creating a Listener Application . . . . . . .. . . . . . . . . 667

Updating Variables for the Main Method . . .. . . . . 673

Summary . . . . . . . .. . . . . 674

21 Customizing Entities 675

Customization Principles . . . . . . . . . .. . . . . . . . 677

MS CRM Entity Model. . . . .. . . . . . . . . . . 677

Fields . . . . . .. . . 678

Relationships . . . . . . . .. . . . . . . 679

Messages . . . . . . .. . . . . . . . . 682

Basic Customizations . . . . . . . .. . . . . . . . . . . . . . . . . . 683

Form Customizations . . . . . . .. . . . . . . . . . . . . . 683

View Customizations . . . . . . . . .. . . . . . . . 696

Publishing Customizations . . . . . . .. . . . . . . . . . . . 697

Menu and Ribbon Customizations . . . .. . . . . . . . . 697

SiteMap . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . 698

ISV.Config . . . . . . . . . . . . . . . . . . . .. . . . . . . . 702

Ribbons (Command Bar) . . . . . . . . .. . . . . . . . . . . 704

JavaScript Events . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . 709

Event-Handling Tips and Tricks . . . . . . .. . . . . . . . . 712

Tips and Tricks When Working with Events . . . . . .. . . . . . . 720

Exporting and Importing Entity Customizations . . . . .. . . 722

Working with the SDK . . . . . . . . .. 723

Summary . . . . . . . . . .. . . . . . . 724

22 Process Development 725

Processes . . . . . . . . . . . . . . . .. . . . . . . . 725

Actions . . . . . .. . . . . . . . . . . . . . . . . 727

Business Process Flows . . . . . . . . . . . . .. . . . . . . . . . . . . 740

Dialogs . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . 749

Workflows . . . . . . . . . . . . . . . . . .. . . . . . . 765

Creating Workflows in Windows Workflow Foundation with Visual Studio . . . . .. . . . 792

No-Code Workflows. . . . . . .. . . . . . . . . . . . 793

Custom Workflow Activities . . . . . . .. . . . . . . . . . 800

Summary . . . . . . . . . . . . . . . .. . . . . . . 805

23 Plug-Ins 807

Overview of Plug-Ins . .. . . . . . . . . . . 807

Isolation . . . . . . . . . . . . . .. . . . . . . . . . . 808

Modes . . . . . . . . . . . .. . . . . . . . . . . . . . . 809

Stages . . . . . . . . . . . .. . . . . . . . . . . . . 810

Deployment Types . . . . . .. . . . . . . . . . . . . . . . . . . 810

When to Use a Plug-In . . . . .. . . . . . . . . . . 811

Plug-In Development . . . . . . . . .. . . . . . . . . . . . . 811

Adding References . . . . . . . . . .. . . . . . . . . . . . 813

Plug-In Deployment . . . . . . . . . . . . .. . . . . . . . . . . . . . 815

Install WIF Runtime . . . . . . . . . . . .. . . . . . . . . . . . 818

Enable WIF 3.5 Runtime . . . . . .. . . . . . . 820

Integrate the Plug-In Registration Tool with Visual Studio 2012 . . . . 820

Plug-In Registration . . . . . . . .. . . . . . . . . . 823

Plug-In Deregistration . . . . .. . . . . . . . . 830

Plug-In Debugging . . . . . . . . . .. . . . . . . . . . . . . . 831

Attaching the Debugger to the Host Process . .. . 832

Forcing the Add-In to Call the Debugger . . . . .. . . 834

Plug-In Profiler . . . . . . . .. . . . . . . 836

IServiceProvider . . . . . . . .. . . . . . . . . . . . . . . . 840

IExecutionContext . . .. . . . . . . . . . . . . . 840

IOrganizationService . . . . . . . . . . .. . . . . . . . . . 843

Plug-In Samples . . . . . . . . 844

Summary . . . . . . . .. . . . . . . 844

24 Web Services 845

Web Services Fundamentals . . . . . .. . . . . . . . . . . . 845

Windows Communication Foundation (WCF) . . . . . .. . . . 846

Representational State Transfer (REST) . . . . . . . . . . .. . . 846

JavaScript Object Notation (JSON) . . . . . . . . . . .. . . . . . . . . . . . . . . . . 846

Open Data Services . . . . . . . . . . . . . . . . . . . .. . . . 847

Discovery Web Service . . . . . . . . . . . . . .. . . . . . . . . . 848

Organization Service . . . . . . . . . . . . . . .. . . . . . . . . . . . 850

Retrieve Method . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . 854

RetrieveMultiple Method . . . . . . . . . . . .. . . . . . . . . . . . . 855

Delete Method . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . 860

Execute Method . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . 862

Fetch Method . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . 864

Update Method . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . 865

Early Binding . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . 867

Regular Operations for Early Binding . . . . . . . . . .. . . . . . . . 868

Metadata . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . 870

Examples of Web Services . . . . . . . . . .. . . . . . . . . . . . . 876

JavaScript . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . 876

Modern SOAP Endpoints . . . . .. . . . . . . . 886

ExecuteMultipleRequest . . . . . . .. . . . . . . . . . . . . . 889

Summary . . . . . . . . . . . . . .. . . . . . 891

25 Advanced Solution Management 893

Solutions Explained . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . 894

Managed Solutions . . . . . . . . . . .. . . . . . . . . . . . . 895

Unmanaged Solutions . . . . . .. . . . . . . . . . . . . . . . 900

Default Solution . . . . . . . . . . .. . . . . . . . . . . . . . . . . . 900

Solution Layers . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . 901

Team Development . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . 902

SolutionPackager Tool . . . . . . . . . . .. . . . . . . . . . . . 903

Summary . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . 903

26 xRM (Extended) Deployments 905

Enhanced MS CRM Functionality with Custom ASP.NET Apps . .. . . . . . 906

Query String Parameters . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . 907

IFRAME Customization Example . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . 908

Custom ASP.NET Web Application Development .. . . . . . . . . . . 908

ASP.NET Web Application Deployment . . . . .. . . . . . . . . . . . 914

Contact Entity Customization . . . . . . . . . . . .. . . . . . . . . . . . . . . 916

Silverlight Web Resources . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . 922

Creating a Silverlight Web Resource . . . . . . . . . . .. . . . . . . 923

Debug Silverlight Web Resources. . . . . . . . . . . . . . . .. . 930

HTML Web Resources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . 932

Build HTML Web Resources Using Context Information . . . . . . . . . . . . . . 932

Summary . . . . . . . . . . . . . . . . . . . . .. . . . . . . . 938

27 Forms Authentication 939

IFD Defined . . . . . . . . . . . . . . . . . . .. . . . . . . . . . 939

Claims-Based Authentication . . . .. . . . . . . . . . . . . . . . . 941

Configuring IFD . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . 942

SSL Certificates . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . 944

AD FS 2.0 . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . 949

AD FS 3.0 . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . 950

Configuring AD FS . . . . . . . . . . . . . . .. . . . . . . . . . . . . 958

Configuring Claims-Based Authentication on CRM . . . . . . . . . . . . . . . . . . . . . 967

Add Relaying Party Trust on AD FS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 969

Configuring the CRM Application for Internet-Facing Deployment . . . . . . . . . 978

Working with IFD and Multiple Organizations . . .. . . . . . . . . . . . . . . 980

DNS Server Configurations . . . . . .. . . . . . . . . . . 980

Disabling IFD . . . . . . . . .. . . . . 981

Summary . . . . . . . . . . . . . . .. . . . . . . . 981

28 Data Management with Dun & Bradstreet 983

Need for Quality Data . . . . . . . . . . . . . . . . . . .. . . . . . . . 984

Impact of Poor Data . . . . . .. . . . . 985

Data-Quality Challenges . . . .. . . . . . . . . . 985

Potential for Error . . . . . . . .. . . . . . . . . . . . . . . . . . 987

D&B360 for CRM . . . . . . . . . . .. . . . . . . . . . . . . . . 989

Ways to Use D&B360 . . . . . . . . . . . . .. . . . . . . . . . . . . . . . 989

Use D&B360 to Select Customers . . . . . . . . .. . . . . . . . . . . . . . . . . . . 994

Summary . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . 996

29 Data Management with InsideView 997

Introduction to the Need for Social Insights . .. . . . . . . . . . 998

What Social Insights Does . . . . . . . . . . . . .. . . . . . . . . . . 998

Microsoft Dynamics CRM 2013 with Social Insights . . .. . . . . . . . 1002

Social Insights Agents . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . 1002

Search for a Company, Person, or News . . . . . . .. . . . . . . 1003

Watchlists . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . 1007

Connections and Privacy . . . . . . . . . . .. . . . . . . . . . . 1008

Record Sync . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . 1009

Additional Products Available . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . 1010

InsideView for Marketing . . . . . . . . . . . . . .. . . . . . . . . . . . . . 1010

InsideView for Account Management . . . . .. . . . . . . . . . . 1011

Summary . . . . . . . . . . . . . . . . . . . . . .. . . . 1012

30 Marketing Automation with Marketo 1013

Marketing Automation Explained . . . . . . . .. . . . . . . . . . . 1013

Changing Buyer Behaviors . . . . . . . . . . . . . .. . . . . . . . 1014

New Software Delivery Model . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . 1014

Approach to Revenue Generation and Measurement . . .. . . . . . . 1015

How Marketing Automation Differs from CRM . . . .. . . . . . . . . . . 1015

Common Features in Marketing Automation . . .. . . . . . . . 1016

Investments and Costs . . . . . .. . . . . 1018

Introduction to Marketo . . . . . . . . . . .. . . . . . . . . . . . . . . 1019

Marketo’s Digital Marketing Platform . .. . . . . . . . . . 1020

Marketing System of Record . . . . . . . . . . . . . . .. . . . . . . . . . . 1021

Workflow Engine . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . 1022

Time-Series Analytics Engine . . . . . . . . . . . .. . . . . . . . . 1022

Extensible Architecture and Integration . . . . .. . . . . . . . . . . . . 1022

Scalability and Security . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . 1022

Marketing Automation Using Marketo . . . . . . . .. . . . . . . . . . . . . . . . 1022

Email Marketing . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . 1023

Engagement Engine . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . 1023

Lead Management . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . 1024

Multichannel Campaign Management . . .. . . . . . . . . . . . . 1024

Marketing Financial Management . . . . . . . .. . . . . . . . . . . . . . . . . 1026

Marketing Analytics . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . 1027

Microsoft Dynamics CRM 2013 and Marketo . . . . . . . .. . . . . . . . . . 1027

Summary . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . 1028

31 How to Get Support for Your System 1029

Online Support . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . 1030

Basic Subscription Support . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . 1031

Enhanced Support . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . 1035

Professional Direct Support . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . 1035

Premier Support (for Large Accounts Only) . . .. . . . . . . . . 1036

On-Premise Support . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . 1037

Pros and Cons of Manual Updates . . . . . . . .. . . . . . . . . . . . . 1038

Considerations When Installing Updates . . . . . . .. . . . . 1039

Partner Support . . . . . . . . . . . .. . 1040

Summary . . . . . . . . . .. . . . . . . . . . 1042

32 On-Premise Requirements 1043

Hardware and Software Considerations . . . . . .. . . . . . . . . . . 1044

Server . . . . . . . . . . . . . . . .. . . . . 1044

Windows Server Operating System . . . . .. . . . . . . . . 1044

Active Directory Modes . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . 1045

Internet Information Services . . . . . . . . . .. . . . . . . . . . . . . . . . 1048

Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . 1050

Microsoft Dynamics CRM Reporting Extensions . . . .. . . . . . . . . . . . 1051

SharePoint Integration . . . . . . . . . .. . . . . . . . . . . 1051

Email Router . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . 1052

Exchange Server . . . . . . . . .. . . . . . . . . 1053

POP3/SMTP . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . 1054

Microsoft CRM Client for Browsers . . . . . . . .. . . . . . . . . . . . . 1054

Microsoft CRM Office Client for Outlook . . . . . . .. . . . . . . . . . . . . . . . . . 1055

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . 1058

Single- Versus Multiple-Server Deployment . . . . .. . . . . . . 1065

Single-Server Deployment . . . . . . .. . . . . . . . . 1065

Multiple-Server Deployments . . . . . .. . . . . . 1066

Setup Process . . . . . . . . . . . . 1069

Microsoft Dynamics CRM Server Setup . . . .. . . . . 1070

Additional Steps . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . 1079

Microsoft Dynamics CRM Clients . . . . . . . .. . . . . . . . 1087

Upgrading from Earlier Versions . . . . . . . . .. . . . . . . . . . . 1092

Setting Up Your Business in Microsoft Dynamics CRM 2013 . . . 1094

Summary . . . . . . . . . . . . . . . . . .. . . . . . . . 1097

33 MarketingPilot, NetBreeze, and Yammer 1099

MarketingPilot . . . . . . .. . 1099

NetBreeze . . . . . . .. . . . . 1103

Yammer . . . . . . . . . .. . . . 1105

Using Yammer.com . . . . . . . .. . . . . . . . . . . 1105

Yammer and Dynamics CRM 2013 . . . . .. . . . . . . . . . . 1107

Working with Yammer in Dynamics CRM 2013 . . .. . . . . . 1114

Summary . . . . . .. . . . . . 1119

TOC, 9780672337031, 4/7/2014

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Privacy Notice

Overview

Pearson Education, Inc., 221 River Street, Hoboken, New Jersey 07030, (Pearson) presents this site to provide information about products and services that can be purchased through this site.

This privacy notice provides an overview of our commitment to privacy and describes how we collect, protect, use and share personal information collected through this site. Please note that other Pearson websites and online products and services have their own separate privacy policies.

Collection and Use of Information

To conduct business and deliver products and services, Pearson collects and uses personal information in several ways in connection with this site, including:

Questions and Inquiries

For inquiries and questions, we collect the inquiry or question, together with name, contact details (email address, phone number and mailing address) and any other additional information voluntarily submitted to us through a Contact Us form or an email. We use this information to address the inquiry and respond to the question.

Online Store

For orders and purchases placed through our online store on this site, we collect order details, name, institution name and address (if applicable), email address, phone number, shipping and billing addresses, credit/debit card information, shipping options and any instructions. We use this information to complete transactions, fulfill orders, communicate with individuals placing orders or visiting the online store, and for related purposes.

Surveys

Pearson may offer opportunities to provide feedback or participate in surveys, including surveys evaluating Pearson products, services or sites. Participation is voluntary. Pearson collects information requested in the survey questions and uses the information to evaluate, support, maintain and improve products, services or sites, develop new products and services, conduct educational research and for other purposes specified in the survey.

Contests and Drawings

Occasionally, we may sponsor a contest or drawing. Participation is optional. Pearson collects name, contact information and other information specified on the entry form for the contest or drawing to conduct the contest or drawing. Pearson may collect additional personal information from the winners of a contest or drawing in order to award the prize and for tax reporting purposes, as required by law.

Newsletters

If you have elected to receive email newsletters or promotional mailings and special offers but want to unsubscribe, simply email information@informit.com.

Service Announcements

On rare occasions it is necessary to send out a strictly service related announcement. For instance, if our service is temporarily suspended for maintenance we might send users an email. Generally, users may not opt-out of these communications, though they can deactivate their account information. However, these communications are not promotional in nature.

Customer Service

We communicate with users on a regular basis to provide requested services and in regard to issues relating to their account we reply via email or phone in accordance with the users' wishes when a user submits their information through our Contact Us form.

Other Collection and Use of Information

Application and System Logs

Pearson automatically collects log data to help ensure the delivery, availability and security of this site. Log data may include technical information about how a user or visitor connected to this site, such as browser type, type of computer/device, operating system, internet service provider and IP address. We use this information for support purposes and to monitor the health of the site, identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents and appropriately scale computing resources.

Web Analytics

Pearson may use third party web trend analytical services, including Google Analytics, to collect visitor information, such as IP addresses, browser types, referring pages, pages visited and time spent on a particular site. While these analytical services collect and report information on an anonymous basis, they may use cookies to gather web trend information. The information gathered may enable Pearson (but not the third party web trend services) to link information with application and system log data. Pearson uses this information for system administration and to identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents, appropriately scale computing resources and otherwise support and deliver this site and its services.

Cookies and Related Technologies

This site uses cookies and similar technologies to personalize content, measure traffic patterns, control security, track use and access of information on this site, and provide interest-based messages and advertising. Users can manage and block the use of cookies through their browser. Disabling or blocking certain cookies may limit the functionality of this site.

Do Not Track

This site currently does not respond to Do Not Track signals.

Security

Pearson uses appropriate physical, administrative and technical security measures to protect personal information from unauthorized access, use and disclosure.

Children

This site is not directed to children under the age of 13.

Marketing

Pearson may send or direct marketing communications to users, provided that

Pearson will not use personal information collected or processed as a K-12 school service provider for the purpose of directed or targeted advertising.
Such marketing is consistent with applicable law and Pearson's legal obligations.
Pearson will not knowingly direct or send marketing communications to an individual who has expressed a preference not to receive marketing.
Where required by applicable law, express or implied consent to marketing exists and has not been withdrawn.

Pearson may provide personal information to a third party service provider on a restricted basis to provide marketing solely on behalf of Pearson or an affiliate or customer for whom Pearson is a service provider. Marketing preferences may be changed at any time.

Correcting/Updating Personal Information

If a user's personally identifiable information changes (such as your postal address or email address), we provide a way to correct or update that user's personal data provided to us. This can be done on the Account page. If a user no longer desires our service and desires to delete his or her account, please contact us at customer-service@informit.com and we will process the deletion of a user's account.

Choice/Opt-out

Users can always make an informed choice as to whether they should proceed with certain services offered by InformIT. If you choose to remove yourself from our mailing list(s) simply visit the following page and uncheck any communication you no longer want to receive: www.informit.com/u.aspx.

Sale of Personal Information

Pearson does not rent or sell personal information in exchange for any payment of money.

While Pearson does not sell personal information, as defined in Nevada law, Nevada residents may email a request for no sale of their personal information to NevadaDesignatedRequest@pearson.com.

Supplemental Privacy Statement for California Residents

California residents should read our Supplemental privacy statement for California residents in conjunction with this Privacy Notice. The Supplemental privacy statement for California residents explains Pearson's commitment to comply with California law and applies to personal information of California residents collected in connection with this site and the Services.

Sharing and Disclosure

Pearson may disclose personal information, as follows:

As required by law.
With the consent of the individual (or their parent, if the individual is a minor)
In response to a subpoena, court order or legal process, to the extent permitted or required by law
To protect the security and safety of individuals, data, assets and systems, consistent with applicable law
In connection the sale, joint venture or other transfer of some or all of its company or assets, subject to the provisions of this Privacy Notice
To investigate or address actual or suspected fraud or other illegal activities
To exercise its legal rights, including enforcement of the Terms of Use for this site or another contract
To affiliated Pearson companies and other companies and organizations who perform work for Pearson and are obligated to protect the privacy of personal information consistent with this Privacy Notice
To a school, organization, company or government agency, where Pearson collects or processes the personal information in a school setting or on behalf of such organization, company or government agency.

Links

This web site contains links to other sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every web site that collects Personal Information. This privacy statement applies solely to information collected by this web site.

Requests and Contact

Please contact us about this Privacy Notice or if you have any requests or questions relating to the privacy of your personal information.

Changes to this Privacy Notice

We may revise this Privacy Notice through an updated posting. We will identify the effective date of the revision in the posting. Often, updates are made to provide greater clarity or to comply with changes in regulatory requirements. If the updates involve material changes to the collection, protection, use or disclosure of Personal Information, Pearson will provide notice of the change through a conspicuous notice on this site or other appropriate way. Continued use of the site after the effective date of a posted revision evidences acceptance. Please contact us if you have questions or concerns about the Privacy Notice or any objection to any revisions.

Last Update: November 17, 2020

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