Rev Implementation Guide

companies, organizations, products, domain names, e-mail addresses, logos, people, places, and events depicted herein are fictitious, and no association with any real company, organization, product, domain name, e-mail address, logo, person, place, or event is intended or should be inferred. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Microsoft Corporation.

Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from Microsoft, the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual property.

© 2005 Microsoft Corporation. All rights reserved.

Your right to copy this documentation is limited by copyright law and the terms of the software license agreement. As the software licensee, you may make a reasonable number of copies or printouts for your own use. Making unauthorized copies, adaptations, compilations, or derivative works for commercial distribution is prohibited and constitutes a punishable violation of the law.

Microsoft, MS-DOS, Windows, Windows NT, Windows Server, Active Directory, BizTalk, and Outlook are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.

Contents

Planning Business Use and Implementation

Chapter 2: Business Management Using Microsoft CRM ... 2-1 Tools for Business Management... 2-1 Key Planning Phase Tasks for Business Managers ... 2-2 Key Development Phase Tasks for Business Managers ... 2-3 Key Deployment Phase Tasks for Business Managers ... 2-3 Key Post-Deployment Phase Tasks for Business Managers... 2-3 Chapter 3: Managing Implementation of Microsoft CRM ... 3-1 Tools for Project Management ... 3-1 Implementation Phases Overview... 3-2 Planning ... 3-2 Development ... 3-2 Deployment ... 3-2 Post-Deployment (Operations) ... 3-3 Planning Phase Tasks ... 3-3 Defining the scope of the project. ... 3-3 Identifying the implementation team ... 3-3 Creating a schedule ... 3-4 Analyzing your business processes... 3-5 Development Phase Tasks ... 3-8 Deployment Phase Tasks ... 3-8 Post-Deployment Phase Tasks... 3-9 Tips for Successful Implementations... 3-9

Planning Installation

Chapter 4: Planning Installation... 4-1 Planning Your Deployment... 4-1 Installing Microsoft CRM ... 4-2 Chapter 5: Hardware and Software Requirements ... 5-1 Multiple Server Deployment ... 5-1 Single Server Deployment... 5-2 Microsoft CRM Server Hardware ... 5-2 Microsoft CRM Server Software Requirements ... 5-3 Microsoft CRM Web Application Software Requirements... 5-3 Microsoft CRM 3.0 Client for Microsoft Office Outlook Software Requirements... 5-3 Installing Microsoft CRM on a Microsoft Virtual Machine... 5-4 Microsoft CRM-Exchange E-Mail Router Requirements... 5-5 Windows Small Business Server 2003 Hardware Requirements ... 5-5 Using Special and Extended Characters... 5-6 Planning Server Requirements for Reporting ... 5-6 Chapter 6: Planning Microsoft CRM and Active Directory... 6-1

What Is Active Directory? ... 6-1 Design Considerations That Are Specific to Microsoft CRM... 6-1 Active Directory Forests ... 6-2 Active Directory Domains ... 6-2 Namespace ... 6-4 DNS ... 6-5 Active Directory Site Design... 6-6 Routing Replication ... 6-6 Client Affinity ... 6-6 Domain Controller Sizing and Placement ... 6-7 Flexible Single Master of Operation Roles ... 6-8 Global Catalog Servers ... 6-8 Other Server Placement ... 6-9 Microsoft CRM Server Placement... 6-10 Exchange Server Placement ... 6-11 Microsoft SQL Server and Active Directory Domain Controller Placement ... 6-11 Additional Tasks Required when Microsoft CRM is Deployed in a Native Mode Domain and Some Users are in a Mixed Mode Domain ... 6-12 Chapter 7: Migrate to Windows 2000 Server or Windows Server 2003 and Active Directory ... 7-1 General Approaches to Active Directory Upgrade and Migration ... 7-1 Choose a Migration Path... 7-1 Domain Upgrade ... 7-2 Domain Restructure ... 7-4 Additional Resources for Active Directory and Exchange... 7-5 Information about Upgrading Exchange ... 7-5 Chapter 8: Planning Microsoft CRM and a Mixed Windows NT 4.0 and Active Directory Network ... 8-1 Basic Coexistence with Existing Windows NT 4.0 Domain Topology... 8-1 Windows NT Domains Become a Separate Active Directory Forest ... 8-2 Windows NT Domains Become Part of the Existing Microsoft CRM Active Directory Forest ... 8-3 Chapter 9: Planning Microsoft SQL Server Installation and Configuration ... 9-1 Microsoft SQL Server 2000 and 2005 Requirements for Microsoft CRM ... 9-1 Tasks Required Before Running SQL Server Setup... 9-3 Using an Existing SQL Server Installation ... 9-3 Considerations ... 9-3 Using an Existing Reporting Services Installation... 9-4 Language Locale Collation and Sort Order ... 9-4 Disk Configurations and File Locations ... 9-4 SQL Server Program File Location ... 9-4 SQL Server Data File Location ... 9-5 Additional Resources for SQL Server and Reporting Services... 9-6 Chapter 10: Planning Microsoft CRM and Microsoft Exchange Server ... 10-1 Microsoft CRM-Exchange E-Mail Router ... 10-1 Incoming Message Processing ... 10-1 Outgoing Message Processing ... 10-2 Tracking Tokens... 10-3 Additional Resources for Exchange Server ... 10-4 Chapter 11: Planning the Security of Your Microsoft CRM System ... 11-1 Physical Security ... 11-1 Employees... 11-1 System Administration... 11-2 Securing the Windows Server Operating System ... 11-2 Authentication... 11-3 Password Protection ... 11-3 Strong Passwords ... 11-3

Define Password Policy ... 11-4 Administrator account ... 11-5 Implement an Account Lockout Policy ... 11-5 Access Control ... 11-6 Permissions... 11-6 Ownership of Objects... 11-7 Inheritance of Permissions... 11-7 User Rights ... 11-7 Object Auditing... 11-7 Access Control Best Practices... 11-7 Single Sign-On ... 11-7 External Security - Firewall... 11-8 ISA Server ... 11-8 ISA Server Policies ... 11-8 Virus Protection ... 11-8 Internet Information Services (IIS) Security ... 11-9 Enabling Kerberos on IIS ... 11-9 Locking Down the Web Servers Using IIS Lockdown... 11-9 Configuring URLScan for Windows 2000 and Windows Server 2003 ... 11-10 Bandwidth Throttling... 11-10 Process Throttling ... 11-11 Process Throttling using IIS 5 ... 11-11 Process Control using IIS 6.0 ... 11-11 Limiting Connections ... 11-11 Additional Server Security Recommendations... 11-12 Client Communication Security ... 11-12 Security Operations ... 11-13 Security Patch Management ... 11-13 Addressing Microsoft CRM-Specific Security Issues ... 11-13 Addressing Client-Side Security Issues ... 11-13 Modifying Security Settings ... 11-13 Domain Policy ... 11-13 Security Recommendations and Best Practices ... 11-13 Microsoft CRM Administration Best Practices ... 11-14 DNS Settings... 11-14 Microsoft SQL Server... 11-14 Microsoft Exchange Server ... 11-15 Encrypting Network Traffic Flow ... 11-16

Installing Microsoft CRM

Chapter 12: Installing on Windows 2000 Server ... 12-1 Server Architecture ... 12-2 Install the Domain Controllers ... 12-2 Install Windows 2000 Server for the First Domain Controller ... 12-2 Set Active Directory to Native Mode... 12-4 Install Windows 2000 Server for the Second Domain Controller ... 12-4 Promote the Second Domain Controller ... 12-5 Configure Domain Controllers as Global Catalog Servers ... 12-6 Additional DNS Configuration... 12-6 Creating the Reverse Lookup Zone ... 12-6 Add the Domain Controller Pointer Records to the Reverse Lookup Zone ... 12-6 Configure Zone Transfers ... 12-7 Secure Cache Against Pollution... 12-7 Remove Root Hints ... 12-8 Remove the Cache File... 12-8

Verify Prerequisites ... 12-10 Install SQL Server 2000 ... 12-10 Install SQL Server 2000 Service Pack 4 ... 12-10 Install Microsoft SQL Server 2005... 12-11 Verify Prerequisites ... 12-11 Install SQL Server 2005 ... 12-11 Install Microsoft Exchange Server ... 12-12 Prepare Active Directory for Microsoft Exchange Server... 12-12 Configure the /3GB Parameter... 12-12 Install Exchange 2000 and Exchange SP3 on the Server ... 12-13 Configure External DNS for the SMTP Virtual Server... 12-13 Chapter 13: Installing on Windows Server 2003 ... 13-1 Server Architecture ... 13-1 Install the Domain Controllers ... 13-2 Install Windows Server 2003 for the First Domain Controller ... 13-2 Set Active Directory to Native Mode... 13-3 Install Windows Server 2003 for the Second Domain Controller ... 13-4 Promote the Second Domain Controller ... 13-4 Configure Domain Controllers as Global Catalog Servers ... 13-5 Additional DNS Configuration... 13-6 Create the Reverse Lookup Zone ... 13-6 Add the Domain Controller Pointer Records to the Reverse Lookup Zone ... 13-6 Configure Zone Transfers ... 13-6 Secure Cache Against Pollution... 13-7 Remove Root Hints ... 13-7 Remove the Cache File... 13-7 Verify DNS... 13-8 Install Windows Server 2003 on the Remaining Microsoft CRM System Servers ... 13-8 Install Microsoft SQL Server 2000... 13-10 Verify Prerequisites ... 13-10 Install SQL Server 2000 ... 13-10 Install SQL Server 2000 Service Pack 4 ... 13-10 Install Microsoft SQL Server 2005... 13-11 Verify Prerequisites ... 13-11 Install SQL Server 2005 ... 13-11 Install Microsoft Exchange Server 2003 ... 13-12 Prepare Active Directory for Microsoft Exchange Server 2003... 13-12 Configure External DNS for the SMTP Virtual Server... 13-13 Chapter 14: Installing on Windows Small Business Server 2003 ... 14-1 Computer Requirements ... 14-3 Windows Small Business Server 2003 Design Constraints ... 14-3 Planning Your Deployment... 14-4 Use More Than One Physical Disk Partition... 14-4 Connecting Windows Small Business Server 2003 to the Internet... 14-5 Securing the Network Connection to the Internet ... 14-5 Optimizing Bandwidth ... 14-5 Other Planning Considerations ... 14-5 Install Windows Small Business Server 2003 ... 14-6 Install Windows Small Business Server 2003 Service Pack 1... 14-6 Configure External DNS for the SMTP Virtual Server... 14-6 Install SQL Server 2000 ... 14-6 Install SQL Server 2000 Service Pack 4 ... 14-6 Install Microsoft CRM ... 14-7 Install Prerequisites for Microsoft CRM... 14-7 Install Microsoft CRM ... 14-8 Additional Installation Tasks... 14-11 Add Microsoft CRM Accounts to the Pre-Windows 2000 Compatible Access Group ... 14-11

Add a User to Microsoft CRM ... 14-11 Create a Queue User... 14-13 What Is Installed ... 14-14 Reporting Services Installed Components ... 14-14 Log Files... 14-15 Verify Installation ... 14-15 Chapter 15: Installing Microsoft CRM... 15-1 Pre-installation Tasks ... 15-1 General Checklist ... 15-1 Checklist If You Plan to Have Microsoft CRM Setup Install Reporting Services ... 15-2 Checklist If You Will Use an Existing Reporting Services Installation ... 15-3 Additional Task Required If You are Installing the English Version of Microsoft CRM on a Computer Running a Different Language ... 15-3 Install Microsoft CRM Prerequisites ... 15-4 Install Microsoft CRM ... 15-4 Additional Installation Tasks... 15-6 Add Microsoft CRM Accounts to Pre-Windows 2000 Compatible Access Group ... 15-6 Additional Tasks Required if You are Using Microsoft SQL Server 2005... 15-7 Additional Tasks Required when You Use an Existing Reporting Services Installation ... 15-7 Define Reporting Services Roles (Optional) ... 15-7 What Is Installed ... 15-8 Microsoft CRM Installed Components... 15-8 Reporting Services Installed Components ... 15-9 Log Files... 15-9 Verify Installation ... 15-9 Chapter 16: Installing Microsoft CRM Client for Microsoft Office Outlook... 16-1 System Requirements ... 16-1 Prerequisite Checklist... 16-1 Install the Microsoft CRM clients for Outlook ... 16-2 Create an Administrative Install Location... 16-3 Install The Administrative Mode Microsoft CRM Clients for Outlook ... 16-4 Allowing For The Windows Firewall ... 16-5 Configure Offline Use of the Microsoft CRM Laptop Client for Outlook ... 16-6 Using SSL and a Proxy Server... 16-6 Chapter 17: Installing the Microsoft CRM-Exchange E-Mail Router ... 17-1 Prerequisite Checklist... 17-1 Install Microsoft CRM-Exchange E-Mail Router... 17-1 Additional Installation Tasks... 17-3 The Microsoft CRM E-mail Rule Deployment Wizard ... 17-3 Chapter 18: The Sample Database ... 18-1 Install the Sample Database ... 18-1 Update or Load New Sample Data... 18-2 Uninstall the Sample Database ... 18-3 Using the Command Line to Install the Sample Database... 18-3 Parameters... 18-4 Chapter 19: Use the Command Line to Install Microsoft CRM... 19-1 General Procedures ... 19-1 Install Microsoft CRM Server... 19-1 Parameters... 19-1 XML Configuration File... 19-2 Install Microsoft CRM Client for Outlook ... 19-5

Parameters... 19-6 The XML Configuration File ... 19-7 Chapter 20: Upgrading to Microsoft CRM 3.0 ... 20-1 Version Comparison ... 20-1 Planning Your Microsoft CRM Upgrade ... 20-4 Important Notes... 20-5 Backup Microsoft CRM 1.2 Databases and Files... 20-6 Upgrade Microsoft CRM-Exchange E-mail Router ... 20-6 Upgrade Microsoft CRM Server ... 20-7 What Happens to Reports ... 20-8 Upgrade Microsoft® CRM Client for Outlook ... 20-9 Installing from CD ... 20-9 Installing From an Administrative Install Location ... 20-10 Operations Following Upgrade... 20-10 Opportunity Calculations ... 20-10 Location of Microsoft CRM Server 1.2 web.config file ... 20-10 IncidentEntry and IncidentEntryActivities Entities Not In Microsoft CRM 3.0... 20-11 Microsoft SQL Server 2005 Upgrade ... 20-11 Chapter 21: Uninstalling and Repairing Microsoft CRM... 21-1 Uninstall Microsoft CRM and Leave the CRM Data Intact ... 21-1 Completely Uninstall the Existing Microsoft CRM Deployment... 21-2 Uninstall Microsoft CRM Client for Outlook ... 21-2 Repair Microsoft CRM Server ... 21-3 Repair Microsoft CRM Client for Outlook ... 21-3 Uninstall Microsoft CRM-Exchange E-Mail Router ... 21-4

Configuring and Customizing Microsoft CRM

Chapter 22: Configuring and Customizing Microsoft CRM... 22-1 Configuring Microsoft CRM ... 22-1 Tools for Collecting Configuration Data ... 22-1 Customizing Microsoft® CRM ... 22-1 Tools for Planning Needed Customizations... 22-2 Chapter 23: Service Scheduling ... 23-1 Key Service Scheduling Concepts ... 23-1 Service Scheduling Forms and Worksheets ... 23-3 Example Scenarios... 23-4 Scenario 1: Individual Worker ... 23-4 Scenario 2: Shift Work and Skills ... 23-4 Scenario 3: Complex Schedule... 23-5 Scenario 4: Outbound ... 23-5 Configuring Individual Worker Scenario... 23-6 Configuring Shift Work and Skills Scenario ... 23-6 Configuring the Complex Schedule Scenario ... 23-6 Configuring the Outbound Scenario... 23-7 Chapter 24: Managing Reports ... 24-1 Understanding Report Permissions... 24-1 Transfer Reports to another Microsoft CRM Implementation... 24-3 Download All Reports... 24-3 Publish a Group of Reports... 24-3 Customize Reports ... 24-4 Set Up Report Designer’s Environment ... 24-5

Operating Microsoft CRM

Chapter 25: Operating Microsoft CRM ... 25-1 Performance Monitoring and Optimization ... 25-1 Performance Monitoring of SQL Server ... 25-1 Using Microsoft Operations Manager ... 25-2 Optimizing the Microsoft CRM Environment... 25-2 Availability Management ... 25-3 Active Directory Availability ... 25-3 Microsoft CRM Server Availability ... 25-3 SQL Server Availability ... 25-3 Exchange Server Availability ... 25-4 Chapter 26: Backing Up Your Microsoft CRM System... 26-1 Backing Up the Microsoft CRM System ... 26-1 Choosing a Backup Model ... 26-2 Backing Up Windows 2000 Server and Windows Server 2003 ... 26-2 Backing Up Active Directory... 26-2 Backing Up Microsoft SQL Server, including Reporting Services ... 26-3 Backing Up Exchange 2000 Server and Exchange Server 2003 ... 26-4 Backing Up Microsoft CRM Server ... 26-5 Chapter 27: Backing up Windows Small Business Server 2003 ... 27-1 Choose a SQL Server Backup Plan ... 27-1 Using the Full Recovery Model ... 27-1 Using the Simple Recovery Model ... 27-2 Stopping SQL Server Before Starting Small Business Server Backup... 27-2 Implementing a SQL Server Backup Plan... 27-2 Configure Small Business Server Backups... 27-4 Chapter 28: Disaster Recovery ... 28-1 Scenario A: Failure of SQL Server ... 28-1 Scenario B: Failure of Microsoft CRM Server ... 28-2 Scenario C: Failure of Exchange Server ... 28-2 Scenario D: Failure of Active Directory ... 28-2 Scenario E: Failure of Windows Small Business Server... 28-3 Client Disaster Recovery ... 28-3 Chapter 29: Troubleshooting ... 29-1 Active Directory Troubleshooting ... 29-1 Microsoft CRM Server Troubleshooting ... 29-1 Exchange Server Troubleshooting ... 29-2 SQL Server Troubleshooting... 29-2 SQL Error Log and SQL Agent Log ... 29-2 SQLDiag.exe ... 29-2 SQL Profiler... 29-2 Current Activity ... 29-3 SP_WHO... 29-3 Checking Connectivity to SQL Server... 29-3 Troubleshooting Running and Managing Reports... 29-3

Reference

Chapter 1 Introduction

C H A P T E R 1

Introduction

Welcome to Microsoft® CRM 3.0, a part of Microsoft Business Solutions. Implementing Microsoft CRM 3.0, like any enterprise-wide software, is a significant task for an organization. Implementation requires

participation by management and technical staff, leadership by an organized and persistent project manager and, in many organizations, the help of an experienced outside consultant.

This guide is written for the team of people responsible for implementing Microsoft CRM, and provides information and tools for each phase of implementation. In smaller organizations, several roles may be filled by one person. In larger organizations, each role may be divided among several people.

● Business managers:

Responsible for determining how your business is going to use Microsoft CRM, including mapping your processes to Microsoft CRM, deciding on default values, and identifying any required customizations. ● Customization technical staff:

Responsible for implementing the planned customizations. ● Network technical staff:

Responsible for determining how Microsoft CRM will be installed on your network. ● Project manager:

Responsible for managing an enterprise-wide implementation project.

This guide also assumes that organizations implementing Microsoft CRM software may use the services of an independent software vendor (ISV) or value-added reseller, a consultant, or other organization that is

partnered with Microsoft and will help you with the entire process of implementing and maintaining your Microsoft CRM installation. Because of this assumption, there are references in this guide to these "partners" who are expected to provide various services to you.

Microsoft CRM Editions

● Microsoft CRM 3.0 Small Business Edition

The differences between these two editions involve three features of the Small Business Edition that integrate with Microsoft Windows® Small Business Server. The three features are:

● Small Business Server Console Integration

● Microsoft CRM 3.0 Data Migration Wizard for Microsoft Office Outlook® 2003 with Business Contact Manager

● Small Business Server Fax Server Integration

Microsoft CRM Features

Both editions of Microsoft CRM have the following features: ● Account and Contact Management

● Account Roll-up ● Calendar

● Notes and Attachments ● Direct E-mail

● Configurable Activities ● Search and Advanced Find ● Merge

● Printing Enhancements (compared to Microsoft CRM v1.2) ● Reports ● Parameterized Reports ● Opportunity Management ● Lead Management ● Correspondence/Mail Merge ● Territory Management

● Microsoft CRM client for Outlook (two versions; an online and an offline version) ● Quotas

● Quotes, Orders, and Invoices

● Quotes, Orders, and Invoices for Services ● Workflow

● Product Catalog ● Competitor Tracking ● Sales Literature ● Campaigns and Reports ● Contracts

● Lead Routing ● Case Management

● Knowledge Base Management

● Knowledge Base Enhancements (compared to Microsoft CRM 1.2) ● Activity and Case Queuing

● E-mail Management, including Auto-response ● Marketing Automation

● Service Management Enhancements (compared to Microsoft CRM 1.2) ● Service Appointments ● Work Calendar ● Work Management ● Schedule Notifications ● Case Routing

Microsoft CRM Components

Microsoft CRM helps mid-market businesses build profitable customer relationships. Integrated marketing, sales, and customer service features enable employees to share information to improve sales success and deliver consistent, efficient customer service.

Built using Microsoft .NET–connected technologies, Microsoft CRM is easy to deploy, customize, and use. Microsoft Outlook integrates with other business applications and scales as your business grows.

Microsoft CRM consists of the following components. ● Microsoft CRM Server

Microsoft CRM Server is built on technologies designed to work now and into the future, protecting business value and providing an integrated environment that can be extended across systems and

Chapter 1 Introduction platforms. The unified, flexible .NET architecture of the Microsoft CRM Server component combines with Microsoft Windows 2000 Server or Microsoft Windows Server™ 2003 and Active Directory®, Microsoft SQL Server™, Microsoft Exchange Server, and Microsoft BizTalk® Server families. This wide range of combinations helps to ensure high performance, tight security, rich messaging functionality, and efficient, affordable customizations and integrations. Built on .NET technologies, users can access Microsoft CRM server through a Web application running in Microsoft Internet Explorer and through an Outlook client. Microsoft CRM server offers tightly integrated sales, customer service and marketing functionality.

● Microsoft CRM 3.0 client for Microsoft Office Outlook

Two Microsoft CRM clients for Outlook exist depending on their intended use. They are: ● Microsoft CRM 3.0 desktop client for Microsoft Office Outlook

● Microsoft CRM 3.0 laptop client for Microsoft Office Outlook

Microsoft CRM client for Outlook enables salespeople to access customer data through the Microsoft Outlook e-mail and messaging client. The Microsoft CRM desktop client for Outlook is for working online, while the Microsoft CRM laptop client for Outlook is for those cases where you may need to work offline. Using Microsoft CRM within the familiar Outlook environment, salespeople can manage Microsoft CRM tasks, e-mail, contacts, opportunities, and accounts; maintain all customer

communications; track appointments; and access product details, competitive information, and sales literature. If a salesperson makes changes to data while working offline using the Microsoft CRM laptop client for Outlook – for example, while updating a quote for a customer – the new information will synchronize with the Microsoft CRM server the next time the salesperson is online.

● Microsoft CRM-Exchange E-Mail Router

The Microsoft CRM-Exchange E-mail Router (also called the Router) is a software component that provides an interface between the Microsoft CRM system and Microsoft Exchange 2000 Server or Microsoft Exchange Server 2003. E-mail will come into the Microsoft CRM system through this router, which is installed on your Exchange Server computer. For incoming and outgoing e-mail to be

captured, the router component needs to be installed on one or more Exchange servers in your organization.

What's New in Microsoft CRM 3.0

Microsoft CRM 3.0 includes simplified and improved deployment and management, new features such as service scheduling and marketing automation, and enhancements in key areas such as viewing all information about an account or contact, reporting, finding data, and merging duplicate records. For additional information about new features, see the online Help in Microsoft CRM.

Improved deployment

● Setup checks the technical environment to ensure that appropriate settings and privileges are in place, prior to beginning setup.

● Easier deployment of Microsoft CRM client for Outlook.

● Streamlined deployment for Windows Small Business Server 2003.

● Support for moving from test and development environments to a production environment. ● New Microsoft Exchange integration architecture allows use of existing virus and spam filtering

software, routing of user-to-user e-mail, and multiple Microsoft CRM systems within one Microsoft Exchange environment.

● Security information is stored within Microsoft CRM, rather than in Active Directory, simplifying setup and reporting, as well as improving system performance, scalability, and serviceability.

● Support for running Microsoft CRM in a high-availability environment, with increased diagnostic and maintenance functions, and ability to provide fault tolerance for each potential point of failure.

● Support for customizing activities. ● Support for creating new objects.

● Enhanced functionality and extensibility in workflow.

● New secured database views to allow a variety of reporting tools.

● Enhanced form customization, including support for read-only fields, additional form events, and embedded web pages.

New feature: Service scheduling

● Track availability of service resources such as staff, work schedules, and locations.

● Sophisticated scheduling engine manages booking of appointments, service availability, and can be tuned to optimize scheduling to reduce costs and required resources.

● Integrated with entire Microsoft CRM system so that customer history, demographics, and

preferences can be considered as part of service scheduling, and service history can be used for data for sales and marketing processes.

New feature: Marketing automation

● Plan, create and manage a marketing campaign, including return on investment evaluation. ● List management, including creation, import, and export.

● Connection with sales and service data.

● Campaign templates that are used to drive sales activities.

Easier to use reports

● Improved reporting, including parameterized reports.

● Improved report customization, including the ability to modify reports in existing Microsoft CRM categories, create additional dynamic and static reports, schedule reports, and e-mail report results.

Easier to find information

● Finding records is easier, including a more powerful quick find, and an easier to use and more powerful advanced find, including grouping and time-based queries, and the ability to save and reuse favorite queries.

● Providing a full view of a customer, such as viewing activities from within account and contact records, including new filters to show only needed information.

● Clearer view of the relationships between accounts, contacts and opportunities.

Easier to use

● Merge duplicate accounts, contacts, and leads.

● Enhanced user interface, including a new notes interface and improvements to the knowledge base. ● When leads are converted to accounts, contacts or opportunities, associated activities and notes are

included.

Easier to customize

● Additional customization, including adding entities.

● Improved report customization, including ability to modify reports in existing Microsoft CRM

Chapter 2 Business Management Using Microsoft CRM

C H A P T E R 2

Business Management Using Microsoft

CRM

This chapter describes the role of the business manager in the implementation process and the planning tools available. Business managers play a key role during all the phases of a successful implementation of Microsoft® CRM: planning, development, deployment, and post-deployment. Each organization has a set of business processes unique to that organization. To run smoothly, organizations should standardize processes across the organization, and encourage all users to adopt these standards. By mapping your business processes to Microsoft CRM, you will identify areas where you either need to modify your processes to match Microsoft CRM, or configure and customize Microsoft CRM, to match your business processes.

Microsoft CRM provides a solution for automating internal business processes by creating workflow rules that describe routine and repetitive tasks involving daily business operations. These processes can be designed to ensure that the right information gets to the right people at the right time. They also help participants keep track of the steps they need to take in order to complete their work. You will need to decide which processes to automate.

Once Microsoft CRM is deployed in your organization, your role is to ensure employees are trained properly, and that everyone understands their responsibilities for data management. In addition, because configuration and customization can be done through the user interface in Microsoft CRM, in many organizations, business managers are responsible for adding and removing users, changing security roles to meet your employees’ data access needs, changing team and queue memberships, and even customizing the user interface.

After your employees start using Microsoft CRM, you need to have a process for deciding when changing business needs require changes to Microsoft CRM.

The online Help for Microsoft CRM provides conceptual information about how Microsoft CRM can support the sales, service, and marketing functions in your organization, as well as about

configuration and customization.

Tools for Business Management

The following table describes tools you can modify and use for determining how your business processes map to Microsoft CRM. These tools are all available in the PlanningTools folder.

Tool Description

Business Process Questions (.doc)

Questions to ask yourself to help think through how your business processes map to Microsoft CRM.

Sample Sales Process Flowchart (.vsd)

Sample flowchart of sales processes. Sample Service Process

Flowchart (.vsd)

Sample flowchart of service processes. Configuration Data Collection

(.xls)

A worksheet to collect all the business data required to configure Microsoft CRM.

Customization Requirements Summary (.xls)

A worksheet for tracking customization changes. Workflow Planning (.xls) A worksheet for summarizing needed workflow rules.

● At a minimum, use the Configuration Data Collection spreadsheet to collect the data required for configuration of Microsoft CRM.

● If you want to customize any fields, forms, views, or reports, use the Customization Requirements Summary.

● If you want to create workflow rules to automate business processes, use the sample process diagrams to create your own process diagram, and then use the Workflow spreadsheet to document the triggers and actions required.

Key Planning Phase Tasks for Business

Managers

During the planning phase, business managers should:

1. Plan how your business structure maps to Microsoft CRM. Take an organization chart for your area, and decide which security roles each user needs. Define the teams and queues and who should be on each.

2. Decide if you want to automate any business processes. Microsoft CRM provides a solution for automating internal business processes by creating workflow rules that describe routine and repetitive tasks involving daily business operations. These processes can be designed to ensure that the right information gets to the right people at the right time. They also help participants keep track of the steps they need to take in order to complete their work.

To use the workflow feature, you build rules. For each rule, you define the trigger and the resulting action. Rules can be triggered when a record changes state (open to closed, active to inactive), when a record is created, when a record is assigned, or manually.

The following scenarios are examples of how to automate a business process using workflow. ● Assign different types of cases to specific service representatives.

A workflow rule could identify the category of the case (shipping problem, product problem, or billing problem), and assign it to the appropriate queue. If a case stays on a queue for two days with no resolution, the rule could automatically assign the case to the manager. If after four days, the case is still not resolved, it could be routed to an escalation queue.

● Communicate with other databases at your organization.

A workflow rule could notify your billing system whenever an invoice is created in Microsoft CRM.

● Notify customers automatically when an order ships.

When the invoice status changes to “Fully Shipped”, the customer can be automatically notified of the shipment via e-mail, using a pre-defined e-mail template.

● Automatically e-mail a message to new leads.

After a lead is created, depending on the stage that the lead is identified at, different activities can be scheduled. For a stage 1 lead, an introductory e-mail letter can be automatically sent and an activity scheduled with a due date of one month for follow-up. For a stage 2 lead, an activity can be scheduled for a specific salesperson to call the lead and mail a product catalog. For a stage 3 or 4 lead, an activity is scheduled for a specific salesperson to fax promotions and collateral to the customer, along with another task activity to follow up in a week.

● Coordinate handling of dissatisfied customers between sales and support.

After a case is resolved with customer satisfaction set to “dissatisfied,” an activity can be automatically scheduled for a salesperson to call the customer. If the satisfaction is set to

Microsoft CRM 3.0 Implementation Guide

“very dissatisfied,” an activity can be automatically scheduled for a manager to call the customer.

2. Collect configuration data about your products and competitors.

For more information, see Chapter 22, Configuring and Customizing Microsoft CRM. 3. Decide if you need to customize Microsoft CRM to meet your business needs.

For more information, see Chapter 22, Configuring and Customizing Microsoft CRM. 4. Look at the default reports provided with Microsoft CRM and determine if additional

reports are needed.

Microsoft CRM comes with standard reports that are designed to answer common business questions. You can modify these reports or create your own if you have additional reporting needs.

As you design your Microsoft CRM system, each manager should review the reports for their areas to ensure that the reports will meet their needs. The online Help includes a topic for the default reports in each area of Microsoft CRM, with a link to a detailed topic that describes the business questions the report is designed to answer.

Key Development Phase Tasks for Business

Managers

During the development phase, business managers should:

1. Closely monitor configuration and customization changes to make sure they meet business needs.

2. Be available to answer detailed questions as they arise.

3. Get trained on the management tasks that you can do, such as adding/removing users, and entering configuration changes.

Key Deployment Phase Tasks for Business

Managers

During the deployment phase, business managers should: 1. Make sure training needs of employees are met.

2. Listen to Microsoft CRM users initial experiences and identify further configuration and customization requirements.

Key Post-Deployment Phase Tasks for

Business Managers

During the post-deployment phase, business managers should:

1. Listen to Microsoft CRM users experiences and identify further configuration and customization requirements.

2. Use the data provided by reports in Microsoft CRM to strengthen your organization’s sales, marketing and service functions.

Chapter 3 Managing Implementation

C H A P T E R 3

Managing Implementation of Microsoft CRM

This section provides tools and a structure for managing a Microsoft® CRM implementation through the planning, development, deployment, and post-deployment phases.

As you plan your implementation, the first step is to determine the project scope. Because the tasks depend on the complexity of your implementation project, this section of the documentation divides implementations into two categories:

● Rapid implementation. Expect to spend 30 work days doing a rapid implementation that requires minimal customization, no migration of source data or integration with other applications, and training up to ten users.

● Measured implementation. Expect to spend 60 work days for a medium-to-large implementation, with much of the additional time spent in planning. A large business with multiple locations will experience different challenges than a smaller business with one location and only a few users.

Experience has shown that those organizations that use the methods discussed in this section achieve their implementation successfully and in a timely manner. Beyond these two categories, implementations that have extensive data migration and customizations may take more than 60 days.

Tools for Project Management

The following tables describe tools you can modify and use for managing your implementation project. For project plans, two versions are provided: one for rapid implementations, and one for medium/large

implementations.

These tools are available in the Planning Tools folder.

Project planning tools

Tool Description

Project Plan Rapid (.xls) Microsoft Excel worksheet for creating the implementation schedule for rapid implementations.

Project Plan (.xls) Microsoft Excel worksheet for creating the implementation schedule for measured implementations.

Assessing Implementation Capacity (.doc)

Questions to help you determine whether your organization has sufficient resources for implementing Microsoft CRM, or whether a consultant is required. Estimating Implementation Time

(.doc)

Guidelines for determining how long an implementation is likely to take.

Project Scope (.doc) Questions to determine the scope of the project, based on rough estimates of the amount of customization required and the state of your current IT infrastructure.

Rapid Implementation Guidelines (.doc)

Guidelines for when a rapid implementation is appropriate. Test Case Template (.doc) Sample form to use for people testing Microsoft CRM

before deployment.

Go Live Checklist (.doc) Checklist for tasks that must be finished before you deploy Microsoft CRM.

Server Tracking Form (.doc) Form for documenting server and network configuration. Responsibility Checklist (.doc) Checklist of all areas that need owners, to guarantee that

Microsoft CRM continues to work well after the implementation.

Project Review Survey (.doc) Agenda for a project review meeting to be held as soon as Microsoft CRM is deployed.

Project status tools

Tool Description

Project Status (.doc) Sample project status form that you can use to report on status.

Weekly Summary (.xls) Sample weekly log sheet.

Change management tools

Tool Description

Scope Change Log (.doc) Sample scope change form that you can use to track scope changes.

Scope Change Request Form (.doc)

Sample scope change request form that business managers can use to request scope changes.

Implementation Phases Overview

Planning

Planning is the critical phase that starts with understanding how your organization plans to use Microsoft CRM. This includes:

● Developing commitment from key managers. ● Defining the implementation project team.

● Deciding whether to hire consultants or to use your own staff. ● Defining the scope of the project.

● Writing an implementation plan.

● Making sure key managers in your organization understand and support the plan. For a detailed task list, see Planning Phase Tasks.

Development

There are three distinct tasks in this phase:

1. Installing and configuring the hardware and software.

2. Using the data collected in the Planning phase to configure Microsoft CRM.

3. Using the data collected in the Planning phase to customize Microsoft CRM, if needed. Depending on the options selected for your organization, this phase may also include: ● Migrating data from source applications

● Setting up a test or pilot environment.

● Integrating Microsoft CRM with Microsoft Business Solutions - Great Plains®. ● Installing Microsoft CRM Mobile on the Microsoft CRM server and on mobile devices. For a detailed task list, see Development Phase Tasks.

Deployment

This phase begins with user training, followed by deployment to the production environment. For a detailed task list, see Deployment Phase Tasks.

Chapter 3 Managing Implementation

Post-Deployment (Operations)

As your business evolves, post-deployment maintenance ensures that Microsoft CRM continues to support your business practices.

For a detailed task list, see Post-Deployment (Operations).

Planning Phase Tasks

The key to successfully implementing Microsoft CRM is a good implementation plan. A good implementation plan defines the general goals you want to achieve, the system requirements you need to meet, and the timeframe to complete the plan. Business requirements and processes are also mapped to the application. The planning phase should include:

Defining the scope of the project.

The project scope section should include:

● Identifying the business goals. Determine what the business goals are and calculate the return-on-investment (ROI) and the total cost of ownership (TCO). Define your vision for why you are using Microsoft CRM.

● Identifying the risk factors. Make contingency plans to reduce risks and dependencies. These plans might include additional training, internal public relations, and support. Risk factors might include delivery of new hardware and software, dependencies on essential personnel or outside vendors, deployment timing, and users’ resistance to change.

● Identifying the implementation team. Designate a person who will be responsible for tracking costs, schedules, performance, and risk factors. Identify executive sponsors, project managers, and project team members. This task includes deciding if an outside consultant is needed. Define an escalation process and identify who is responsible for making final decisions.

● Planning usage. Define who will be expected to use Microsoft CRM, what tasks will be done using Microsoft CRM, and what old systems will be discontinued (if any).

● Identifying equipment and software needs: Document the state of the current technical

infrastructure, and the hardware, software and network changes required for Microsoft CRM. Include information about technical risks and constraints

● Determining the budget and schedule: Include estimates. If you are planning a phased deployment by location, functionality, or both, set target dates and budgets for each part.

● Planning for change management: Determine how to request, review, and approve changes during the implementation process.

Identifying the implementation team

The responsibility for a successful Microsoft CRM implementation should be shared with several people and organizations. Some of these include your software vendor, consultant, or other value-added partner, as well as those specific individuals in your own organization who are needed to participate on your implementation team. These individuals will actively work to implement Microsoft CRM in your business.

The responsibilities of an implementation team are to: ● Develop an installation strategy.

● Identify who will perform the various steps. ● Create an implementation schedule. ● Define a progress-reporting plan.

Members of the implementation team should include people with organizational and planning skills, a comprehensive knowledge of the day-to-day business operations of your organization, and knowledge of Microsoft CRM. The team should also include your system administrators whose technical experience should

The number of individuals involved in implementing Microsoft CRM depends on the size of your organization. To avoid task and time-responsibility conflicts, it is important that members of the implementation team are either full-time resources or are able to schedule implementation-related tasks as a priority, especially if deployment is to a large number of users. Team members and their managers must understand and accept the commitment required.

Each member of the team must have a well-defined role and set of responsibilities. These roles include: ● Business owners and managers

Business owners and managers provide the leadership necessary for success, as well as guide decisions about the way Microsoft CRM is deployed. Although they do not need to understand the details of installation and configuration, they must be aware of the system configuration and maintenance requirements.

● Executive sponsor

In small organizations, this role may be the same as the business owner or managers. In larger organizations, this person provides the link between the project manager and upper management. This person must understand the details of the installation and configuration, understand the schedule, and work with outside vendors.

● Implementation project manager

The project manager is the person who directs the work and makes things happen. This person must understand the details of the installation and configuration, understand the schedule, know the other team members and their contributions, and work with outside vendors.

● System administrator/database administrator

The system administrator sets up and configures hardware, installs operating systems and supporting software, and installs the Microsoft CRM software. In smaller organizations, your Microsoft Partner may handle these tasks.

The database administrator maintains and backs up your business data. Depending on the size of your organization, your system administrator or another person (such as someone in operations) might be assigned the database administrator role.

● Operations personnel

Your operations personnel are responsible for maintaining the system on a day-to-day basis, ensuring good system health, and disaster recovery. In smaller organizations, these roles may be shared with the system or database administrator.

Creating a schedule

Creating a schedule is one of the important jobs of the implementation team. A schedule should list the steps involved in implementing and deploying Microsoft CRM, the time requirements for each step, and who is responsible to make sure that the tasks are completed. It may also identify any risks and dependencies. The following list identifies the main tasks associated with implementing Microsoft CRM:

1. Hardware and software

a. Determine requirements and specifications b. Acquire, install, and configure

2. Install Microsoft CRM

3. Customize the Microsoft CRM application a. Analyze the business process

b. Determine customization requirements and specifications c. Approve and freeze customization specifications

d. Develop customization e. Review customization f. Test the system

Chapter 3 Managing Implementation h. Finalize customization

i. Process audit 4. Training

a. Schedule administrator training b. Schedule user training

5. Deployment

a. Deploy Microsoft CRM to the organization b. Perform the import of legacy data (if importing) c. Validate legacy data after installation

6. Post-deployment follow-up

a. Hold a post-implementation audit or review (after about 3 months)

Analyzing your business processes

You need a thorough understanding of how your sales, service, service scheduling, marketing processes, and existing data collection systems work. In addition, you need a vision of how you’d like these processes to work. The best way to analyze your business processes is to use members of your organization who know your business processes. Usually, the experts are the department heads or the people they appoint to do the tasks as part of their job. A successful implementation ultimately depends on its usability and the willingness of users to use it, so it is critical to engage these experts early in the process.

The tasks to analyze your business processes are:

● Find out what processes are in place. For example, how are accounts created and managed, how are orders recorded, how is inventory tracked, and how are customers billed?

● Find out what users think about the system in place. For example, is it effective, is it time-consuming, and are there processes that can be streamlined or dropped altogether?

● Find out what expectations users have of Microsoft CRM. For example, are they excited about using an automated CRM system, or do they have reservations and questions?

● Examine the processes in place and find out whether they stand up to the scrutiny of smart business practices or whether they continue to exist because no one wants change.

● Learn the features of the Microsoft CRM product and how they relate to current organization processes and procedures.

● Determine what reports are necessary and part of your current business process.

● Determine the components and features that will be implemented and deployed first and when additional components and features will be added later.

● Incorporate the processes into Microsoft CRM. Determine whether the processes can be recreated as they currently are or whether changes must be made to incorporate the application and use its new functionality.

Defining tasks for development, deployment, and post-deployment phases

● Define a testing or pilot plan.

● Define deployment support requirements. ● Deliver an implementation scope document. ● Prepare a gap analysis document.

● Prepare an initial UI design guide.

● If integration is required, prepare an initial integration plan.

Identifying optional components to include

Determine which optional components will be included in your Microsoft CRM system: ● Microsoft CRM clients for Microsoft Office Outlook®

● Microsoft CRM-Exchange E-mail Router

Identifying hardware and software requirements

An inventory of your current hardware and software will help determine what you already have that can be used as part of your Microsoft CRM implementation, and what must be purchased before implementation can proceed.

If you need to purchase additional hardware or software, verify availability and delivery dates. These dates, as well as the time required for installation, are external dependencies that have an impact on the schedule. The book "Planning the Deployment of Microsoft CRM," details the hardware and software requirements of the Microsoft CRM components.

Determining data import requirements

There are several ways to get existing data into Microsoft CRM:

● If your sales staff needs to import lead or contact data from a spreadsheet, each sales person can use Import from within Microsoft CRM.

● If you need to import data from a database, you can use the Data Migration Framework to migrate data to Microsoft CRM.

● If you are using Integration for Microsoft Great Plains, use the integration tools to migrate data.

Determining customization needs

For each record type in Microsoft CRM, you need to identify:

● Any field-level changes required, such as labels to change, fields to add, and drop-down list values to modify.

● Any form-level changes required, such as incorporating new fields, removing unused fields, and reordering fields to match business processes.

● Any view-level changes required, such as incorporating new fields, removing unused fields, and reordering fields to match business processes.

● Any reports that need to change to incorporate field-level changes. ● Any new reports that are needed.

Identifying training requirements

One of the keys to a successful implementation is to provide training and support for all users to ensure that everyone can use the system properly. All users will need training on the general use of Microsoft CRM, and on your business-specific processes.

Administrators and managers should be trained to manage the system, and users should be trained in common usage. One effective way to provide training is to schedule hands-on training immediately before organization-wide deployment, so users will be able to put what they have learned into practice as soon as possible.

The training plan should include training for several groups of people: ● Business managers

Training should include managing users and their access privileges, making changes to department structure, generating reports, reviewing and analyzing data, and general use of the system.

Chapter 3 Managing Implementation Service manager training should include tracking resources, managing queues, and managing the service subject list.

Marketing manager training should include managing lists and campaigns. ● Sales representatives

Training should include creating and managing accounts and activities, using both the Web and Outlook client, importing lists, managing direct e-mail, creating e-mail templates, and generating reports.

● Service representatives

Training should include managing cases and knowledge base articles, and using queues. ● Service schedulers

Training should include defining resources. ● Marketing staff

Training should include defining resources.

● Other users (such as the accounting department staff)

Training should include managing contracts, process commissions, viewing and accessing data, and other functions as determined by their job responsibilities.

● Information technology staff

Training should include configuring Microsoft CRM, performing backups and other data maintenance tasks, making changes to organizational structure and business policies, customizing drop-down lists, providing support to users, creating templates, and creating workflow rules.

In addition to knowing the Microsoft CRM product, the technology staff may need skills involved with using:

● The operating system ● Active Directory® ● IIS

● Microsoft SQL Server™ 2000, including Reporting Services

● Microsoft Exchange Server 2000 (Required if implementing Microsoft CRM-Exchange E-mail Router)

● Microsoft Outlook (Required if implementing Microsoft CRM clients for Outlook) Training Resources

Microsoft CRM includes several tools that can be used to help users train on the job:

● Online Help provides step-by-step instructions on how to accomplish specific tasks, guiding the user through performing them.

● Online Tutorials provide an overview of the interface and features. It provides an interactive learning experience for users who need to use the product but cannot schedule a training class, or for users who want a review of specific features that they do not use often.

● Tool Tips are embedded in the interface and provide brief descriptions of the various components on the screen. These tips help users learn the product interface quickly.

Defining ongoing support and maintenance needs.

Although users may be given training and job aids to help them get accustomed to a new product, if they do not use the product, the organization will not realize a return on its investment. A successful implementation plan should include change-management efforts and post-deployment follow-up to determine whether your work force is using Microsoft CRM.

Project manager tasks

● Communicate progress, and coordinate timing of deployment.

Business manager tasks

● Provide required configuration information, such as your organizational structure, and the security role you want each employee to have.

● Answer questions from the project manager and the installer. Questions will arise as they begin configuring and customizing, no matter how thorough your planning was.

● Identify a small group of employees to use Microsoft CRM first, who can help identify areas that need changes and then help other users. This group should perform the common activities that their jobs require, such as creating accounts, reviewing data, and sending e-mail. Observe their actions to find out what difficulties may exist and address these issues during training.

Installer tasks

● Install Microsoft CRM.

If it makes sense for your organization, implement a pilot or test installation. ● Import or migrate your existing customer data.

● Configure Microsoft CRM.

● If needed, integrate Microsoft CRM into existing systems. ● Test the installation.

Customizer tasks

● Customize the application and the reporting features. ● Test customizations.

Deployment Phase Tasks

To deploy Microsoft CRM, the following tasks must be performed:

Project manager tasks

● Verify that all users are trained, and coordinate the actual date that everyone will begin to use Microsoft CRM.

● Turn off old systems, and start using Microsoft CRM. You may have to make old systems available in a read-only mode.

Business manager tasks

● Verify that you understand what is expected from you for using and managing Microsoft CRM, and that your employees know what is expected of them.

● Train users.

● Observe users as they begin using Microsoft CRM so that you can identify and correct process issues.

● Use reports to track adoption and usage so that you can remove obstacles for your employees.

Installer tasks

● Verify that all users are set up in Microsoft CRM, assigned the appropriate Microsoft CRM security role, and that they have access to Microsoft CRM.

Because the user interface in Microsoft CRM is browser-based, no special software installations are needed on networked desktop computers. However, for client computers that are going to use Microsoft CRM from within Microsoft Outlook, installation of Microsoft CRM clients for Outlook is required.

Customizer tasks

Chapter 3 Managing Implementation

Post-Deployment Phase Tasks

Deploying a CRM system may involve significant change in process and daily tasks for members of the organization. A successful deployment ensures that issues and areas of resistance related to this change are identified and addressed through training, coaching, and other change-management practices. As your company uses Microsoft CRM, you will likely identify additional areas that need changes in order to match your changing business processes.

Department managers must be on hand to set an example and support the implementation, both by talking about it and using it. Executive managers must demonstrate an on-going commitment to show that using Microsoft CRM is a permanent change.

Tips for Successful Implementations

The following list identifies some of the operational changes associated with transitioning to Microsoft CRM:

● The organization must develop processes and tools that will add long-term customer value.

The organization must be an active participant in marketing activities to generate customers and create brand loyalty.

● The initial deployment period will affect productivity. Learning a new way to accomplish daily

tasks is time consuming and might be frustrating. This could result in an initial reduction in productivity.

● Customer relationships are owned by the organization, not the individual. Customers become

organization assets, not clients of the salespeople they work with. This means that if a salesperson leaves, his or her customer relationships remain with the organization instead of leaving with the salesperson.

● Users must see Microsoft CRM as a tool to help them. If they instead perceive Microsoft CRM as

a tool for organizational efficiency analysis and resist using it, the data the system generates will be inaccurate.

Chapter 4 Planning Installation

C H A P T E R 4

Planning Installation

Providing a specific deployment and installation scenario that takes into account the wide range of businesses and their individual needs is difficult. The deployment architecture you will use depends on your business needs. This guide is concerned with the successful installation of Microsoft® CRM on two basic computer system architectures: a one-computer server deployment based on Microsoft Windows® Small Business Server 2003, and a multiple server deployment involving a minimum of six servers. Both of these

deployments are discussed in detail in Chapter 5, Hardware and Software Requirements.

For the purposes of this guide, it is assumed that no Windows 2000 Server, Microsoft Windows Server™ 2003, or Windows Small Business Server infrastructure is in place, and that you are building an environment to support Microsoft CRM completely from scratch. In many cases, your environment will already have Windows 2000 Server or Windows Server 2003, or you will be migrating from Microsoft Windows NT® 4.0 to Windows 2000 Server or Windows Server 2003. However, even if much of your infrastructure is already in place, you should read the following chapters to help you to make sure that your current infrastructure meets the necessary prerequisites for a successful Microsoft CRM deployment. It will also provide you with the steps to build a meaningful test environment for Microsoft CRM.

Planning Your Deployment

The following seven chapters of this guide provide detailed information for planning how Microsoft CRM can be installed on your network:

Chapter Purpose

Chapter 5: Hardware and Software

Requirements

Read this chapter for all configurations.

This chapter includes requirements for installing on multiple servers, single servers, Microsoft Small Business Server 2003, or on a virtual machine, as well as requirements for the Microsoft CRM 3.0 client for Microsoft Office Outlook®, and for the Microsoft CRM-Exchange E-mail Router.

Chapter 6: Planning Microsoft CRM

and Active Directory

Read this chapter to verify that your Active Directory® meets Microsoft CRM requirements, or if you need to set up an Active Directory.

Chapter 7: Migrating to Active

Directory

Read this chapter only if you are currently running Windows NT 4.0 and Exchange 5.5.

Chapter 8: Planning Microsoft CRM in

a Mixed Windows NT and Active Directory Network

Read this chapter only if you are planning a mixed network.

Chapter 9: Planning Microsoft SQL

Server Installation and Configuration

Read this chapter whether you have an existing Microsoft SQL Server or are installing Microsoft SQL Server specifically for use with Microsoft CRM. Chapter 10: Planning Microsoft CRM

and Microsoft CRM Exchange Server

Read this chapter to understand how Microsoft CRM interacts with Microsoft Exchange.

Chapter 11: Planning the Security of

Your Microsoft CRM System

Read this chapter to review the security of your network, and to understand Microsoft CRM-specific security issues.

Installing Microsoft CRM

Once you have read the appropriate planning chapters and verified that your system meets the hardware and software requirements, use the installation procedures in the following eight chapters:

Chapter Purpose

Chapter 12: Installing on Windows

2000 Server

This chapter provides instructions for all the prerequisites for installing Microsoft CRM on a server running Microsoft Windows 2000 Server. You will need to follow the instructions in Chapter 15 - 17 to complete your installation. Chapter 13: Installing on Windows

Server 2003

This chapter provides instructions for all the prerequisites for installing Microsoft CRM on a server running Microsoft Windows Server 2003. You will need to follow the instructions in Chapter 15 - 17 to complete your installation. Chapter 14: Installing on Windows

Small Business Server 2003

This chapter provides instructions for all the prerequisites for installing Microsoft CRM on a server running Microsoft Windows Small Business Server 2003. In addition, it provides instructions for installing Microsoft CRM. If you prefer, you can use the command line instructions found in Chapter 19, rather than the instructions found in this chapter.

You will need to follow the instructions in Chapter 16 - 17 to complete your installation.

Chapter 15: Install Microsoft CRM This chapter provides instructions for installing Microsoft CRM on all types of servers Including those not using Windows Small Business Server 2003. If you prefer a command-line installation, see Chapter 19.

Chapter 16: Installing Microsoft CRM

Clients for Microsoft Office Outlook

No matter which operating system you use, you need to follow the instructions in this chapter for each computer on which you are installing the Microsoft CRM client for Outlook.

Chapter 17: Installing the Microsoft

CRM-Exchange E-Mail Router

This chapter provides instructions for installing the Microsoft CRM-Exchange E-Mail Router, and should be followed no matter which operating system you are using.

Chapter 18: Installing the Sample

Database

Installing the sample database is optional. Chapter 19: Installing Microsoft CRM

Using the Command Line

This chapter includes instructions for installing Microsoft CRM using the command line.

All example configurations use the example business Adventure Works Cycle and the sample database provided. See Chapter 18, The Sample Database for information on installing and using the sample database.

Chapter 5 Hardware and Software Requirements

C H A P T E R 5

Hardware and Software Requirements

The hardware and software requirements discussed in this section are provided as general requirements. There are many factors that must be considered that can affect these requirements, including:

● Number of servers involved and how they are configured.

● Dependency of Microsoft® CRM on Microsoft SQL Server™ 2000 or Microsoft SQL Server 2005. ● Number of users the Microsoft CRM implementation will support.

● Integration of Microsoft CRM with the Microsoft Exchange servers. ● Performance of your servers and the local area network.

● Whether or not you already have Microsoft SQL Server Reporting Services installed.

Multiple Server Deployment

As shown in the following figure, a base scenario describes a minimum six-server deployment with: ● Microsoft CRM Server

● Microsoft SQL Server 2000 or Microsoft SQL Server 2005 ● Microsoft Exchange 2000 Server or Exchange Server 2003

● A computer acting as the Active Directory® domain controller and DNS server, and a second computer acting as a second (redundant) Active Directory domain controller

Note that the main Microsoft CRM components, Microsoft CRM Server, Microsoft SQL Server including Reporting Services, and Microsoft Exchange Server, must be located in the same Active Directory domain. This figure also shows computer names assigned to the various computers. These names are used to reference individual computers in "Installing on Windows 2000 Server" and "Installing on Windows Server 2003" later in this guide.

Base server architecture

Hardware recommendations for Microsoft Exchange Server (http://go.microsoft.com/fwlink/?LinkId=51932) Hardware recommendations for Microsoft SQL Server (http://go.microsoft.com/fwlink/?LinkId=51933)

In addition to the required components, other supporting components provide necessary functionality. These components include networking and security components. Also, for performance and redundancy, it may be necessary to have multiple Active Directory domain controllers and Microsoft Exchange servers.

Single Server Deployment

The Small Business Server scenario is the only recommended one-computer server deployment for Microsoft CRM. Windows Small Business Server 2003 supports up to 75 client computers. Small Business Server 2003 helps you take advantage of the rapidly changing Internet, manage and grow customer relationships, and enhance your company's productivity by working with server software, including Microsoft Windows 2003 Server, Microsoft SQL Server 2000, Microsoft Exchange 2003 Server, and Microsoft Internet Security and Acceleration (ISA) Server. Adding Microsoft CRM Server provides communication tools to help you keep in touch with current customers, reach new customers, and track sales and support activities using a shared contact database.

The base Microsoft CRM Server architecture and Windows Small Business Server includes the following: ● Server computer

● Microsoft Small Business Server acting as an Active Directory domain controller ● Microsoft CRM Server

● Microsoft SQL Server ● Microsoft Exchange Server ● Client Computers

● Microsoft Windows XP Professional or Windows 2000 Professional ● Microsoft Office 2003

● Microsoft CRM Web Client (using Microsoft Internet Explorer 6 SP1) ● Microsoft CRM client for Outlook®

Hardware requirements and how to install Microsoft CRM on Microsoft Small Business Server are discussed later in this section.

Microsoft CRM Server Hardware

Microsoft CRM Server requires the following minimum hardware configuration:

● Computer/processor: Dual 700 MHz or higher Intel Pentium (Xeon PIII) or compatible CPU Recommended: Dual 1.8 GHz Pentium (Xeon P4)

● Memory: 512 megabytes (MB) of RAM ● Hard disk: SCSI with hardware RAID 5 ● Network card: 10/100 megabit