Home > Store > Operating Systems, Server > Microsoft Servers

Microsoft Dynamics CRM 2013 Unleashed

Register your product to gain access to bonus material or receive a coupon.

Microsoft Dynamics CRM 2013 Unleashed

Best Value Purchase

Book + eBook Bundle

  • Your Price: $64.79
  • List Price: $107.98
  • Includes EPUB, MOBI, and PDF
  • About eBook Formats
  • This eBook includes the following formats, accessible from your Account page after purchase:

    ePub EPUB The open industry format known for its reflowable content and usability on supported mobile devices.

    MOBI MOBI The eBook format compatible with the Amazon Kindle and Amazon Kindle applications.

    Adobe Reader PDF The popular standard, used most often with the free Adobe® Reader® software.

    This eBook requires no passwords or activation to read. We customize your eBook by discreetly watermarking it with your name, making it uniquely yours.

More Purchase Options

Book

  • Your Price: $47.99
  • List Price: $59.99
  • Usually ships in 24 hours.

eBook (Watermarked)

  • Your Price: $38.39
  • List Price: $47.99
  • Includes EPUB, MOBI, and PDF
  • About eBook Formats
  • This eBook includes the following formats, accessible from your Account page after purchase:

    ePub EPUB The open industry format known for its reflowable content and usability on supported mobile devices.

    MOBI MOBI The eBook format compatible with the Amazon Kindle and Amazon Kindle applications.

    Adobe Reader PDF The popular standard, used most often with the free Adobe® Reader® software.

    This eBook requires no passwords or activation to read. We customize your eBook by discreetly watermarking it with your name, making it uniquely yours.

About

Features

  • Fully updated to reflect Dynamics CRM 2013 hosted/SaaS deployment, Azure cloud services, SharePoint integration, and the Microsoft Dynamics Marketplace
  • Includes new chapters on mobility, the Outlook client, and Office 2013
  • Covers CRM data visualization, Inbuild Charts and Dashboards, auditing, no-code workflows, the WCF programming model, security improvements, and more

Description

  • Copyright 2014
  • Dimensions: 7" x 9-1/8"
  • Pages: 1176
  • Edition: 1st
  • Book
  • ISBN-10: 0-672-33703-7
  • ISBN-13: 978-0-672-33703-1

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

Online Sample Chapter

Microsoft Dynamics CRM 2013 Unleashed: xRM Explained

Sample Pages

Download the sample pages (includes Chapter 3 and Index)

Table of Contents

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

Updates

Submit Errata

More Information

Unlimited one-month access with your purchase
Free Safari Membership