For larger organizations, planning Microsoft Dynamics CRM 2013 or Microsoft Dynamics CRM Online, like any enterprisewide software, is a significant task. This guide is written for the team of people responsible for planning Microsoft Dynamics CRM, and provides information and tools that are needed to design a successful implementation. In smaller organizations, several roles may be filled by one person. In larger organizations, each role may be divided among several people. These roles include the following: • Business managers. Responsible for determining how your business will use Microsoft Dynamics CRM. This includes mapping your processes to Microsoft Dynamics 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 Dynamics CRM will be deployed on the network and how users will access the system. • Project manager. Responsible for managing an enterprisewide implementation project. Organizations that implement Microsoft Dynamics CRM software may use the services of an independent software vendor (ISV) or valueadded reseller, a consultant, or other organization that is partnered with Microsoft and will help you with implementing and maintaining your Microsoft Dynamics CRM installation. Because of this assumption, there may be references in this guide to these partners who are expected to provide services to you.
Microsoft Dynamics CRM 2013 Planning Guide Version 6.1.0 1 1 This document is provided "as-is". Information and views expressed in this document, including URL and other Internet Web site references, may change without notice. Some examples depicted herein are provided for illustration only and are fictitious. No real association or connection is intended or should be inferred. This document does not provide you with any legal rights to any intellectual property in any Microsoft product. You may copy and use this document for your internal, reference purposes. The videos and eBooks are in English only. Also, if you click the links, you may be redirected to a U.S. website whose content is in English. © 2014 Microsoft Corporation. All rights reserved. Microsoft, Active Directory, ActiveX, Azure, BizTalk, JScript, Microsoft Dynamics, Outlook, SharePoint, SQL Server, Visual Basic, Visual Studio, Windows, Windows Server, and Windows Vista are trademarks of the Microsoft group of companies. All other trademarks are property of their respective owners. 2 Contents 3 Planning Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online IT Pros and CRM administrators can use the resources and topics in this guide to help them plan an on-premises deployment of Microsoft Dynamics CRM 2013 and to help in planning to use Microsoft Dynamics CRM Online. In This Section Planning Your Deployment of Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online Microsoft Dynamics CRM 2013 editions and licensing What's new in Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online Microsoft Dynamics CRM system requirements and required technologies Planning Deployment of Microsoft Dynamics CRM 2013 Planning Deployment of Microsoft Dynamics CRM 2013 Advanced Topics Related Sections Installing Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online Administration Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online Operating Guide for Microsoft Dynamics CRM 2013 (on-premises) Customization Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online Report Writers Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online Send us your comments about this document If you have a question or comment about this document, click to send an e-mail message to the Microsoft Dynamics CRM content team. If your question is about Microsoft Dynamics CRM products, and not about the content of this book, search the Microsoft Help and Support Center or the Microsoft Knowledge Base. 4 Planning Your Deployment of Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online For larger organizations, planning Microsoft Dynamics CRM 2013 or Microsoft Dynamics CRM Online, like any enterprise-wide software, is a significant task. This guide is written for the team of people responsible for planning Microsoft Dynamics CRM, and provides information and tools that are needed to design a successful implementation. In smaller organizations, several roles may be filled by one person. In larger organizations, each role may be divided among several people. These roles include the following: • Business managers. Responsible for determining how your business will use Microsoft Dynamics CRM. This includes mapping your processes to Microsoft Dynamics 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 Dynamics CRM will be deployed on the network and how users will access the system. • Project manager. Responsible for managing an enterprise-wide implementation project. Organizations that implement Microsoft Dynamics 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 implementing and maintaining your Microsoft Dynamics CRM installation. Because of this assumption, there may be references in this guide to these "partners" who are expected to provide services to you. Resources for planning and preparing users for Microsoft Dynamics CRM These resources are available to help you plan a deployment of Microsoft Dynamics CRM 2013 or Microsoft Dynamics CRM Online. Microsoft Dynamics SureStep Microsoft Dynamics Sure Step is a full customer lifecycle methodology for all Microsoft Dynamics solutions, providing the Microsoft ecosystem with comprehensive sales through delivery guidance, project management discipline alignment and field-driven best practices. Microsoft Dynamics Sure Step is designed for Microsoft Dynamics Partners to successfully and reliably complete customer projects on time and on budget. More information: Microsoft Dynamics CRM Sure Step Guide 5 Manage your Microsoft Dynamics CRM Online subscription If you’re an administrator who needs to plan and implement Microsoft Dynamics CRM Online in your organization, the Manage your Microsoft Dynamics CRM Online subscription is designed for you. The guide also helps other users to ramp up with Microsoft Dynamics CRM Online. User training and adoption More information: Training and Adoption Kit for Microsoft Dynamics CRM. See Also Planning Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online Microsoft Dynamics CRM 2013 editions and licensing Microsoft Dynamics CRM 2013 editions and licensing Microsoft Dynamics CRM offers licensing options that cover implementations for small, to mid- level, to even very large organizations. Editions and licensing for on-premises deployments • Microsoft Dynamics CRM Server 2013. There is no user limit for this edition. Additional features include support for multiple organizations, multiple server instances, and separate role-based service installation. Role-based services let you increase performance by installing component services on different computers. Users of the Professional edition can be granted full access to all features and customization areas. • Microsoft Dynamics CRM Workgroup Server 2013. This edition is limited to five, or fewer, users. This version is limited to a single organization and a single computer that is running Microsoft Dynamics CRM 2013. Users of the Basic edition have the same access as the Essential edition, plus they can be granted access to accounts, contacts, cases, leads, reporting, personal dashboards, and visualizations. Licensing A Microsoft Dynamics CRM deployment operates by using a single product key. However, each Microsoft Dynamics CRM Server in a Microsoft Dynamics CRM 2013 deployment requires a server license. Only the Microsoft Dynamics CRM Server 2013 edition is licensed for multiple 6 Microsoft Dynamics CRM 2013 servers or server roles in a deployment. Microsoft Dynamics CRM Workgroup Server 2013 edition is limited to running on a single server in a deployment. You can view and upgrade a license in Deployment Manager. Deployment Manager is a Microsoft Management Console (MMC) snap-in that system administrators can use to manage organizations, servers, and licenses for deployments of Microsoft Dynamics CRM. Client Access License Types You can view and modify client access license types for each user in the Users area of the Settings area in the Microsoft Dynamics CRM web client. For more information about Microsoft Dynamics CRM 2013 licensing, see How to buy Microsoft Dynamics. You can view and upgrade a license in Deployment Manager. Deployment Manager is a Microsoft Management Console (MMC) snap-in that deployment administrators can use to manage organizations, servers, and licenses for deployments of Microsoft Dynamics CRM. Microsoft Dynamics CRM Online licensing With Microsoft Dynamics CRM Online, you get powerful CRM capabilities and features delivered as a cloud service from Microsoft, providing instant-on, anywhere access, and predictable pay-as- you-go pricing. Licensing plans for Microsoft Dynamics CRM Online determine the amount of features and functionality users need and is licensed using a subscription. For licensing plan information, see Licensing plans for Microsoft Dynamics CRM Online. See Also Planning Your Deployment of Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online What's new in Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online What's new in Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online include several new features that offer flexibility, scalability, and ease of use. In This Section What’s new in Microsoft Dynamics CRM 2013 Service Pack 1 and Microsoft Dynamics CRM Online Spring ’14? What’s new in Microsoft Dynamics CRM 2013? 7 What’s new in Microsoft Dynamics CRM 2013 Service Pack 1 and Microsoft Dynamics CRM Online Spring ’14? Ready to upgrade to the latest? This topic describes what’s new in Microsoft Dynamics CRM 2013 Service Pack 1 and Microsoft Dynamics CRM Online Spring ‘14. What's new for administrators in Microsoft Dynamics CRM 2013 and CRM Online What’s new in Microsoft Dynamics CRM 2013? This topic provides information to help you plan your upgrade from Microsoft Dynamics CRM 2011 to Microsoft Dynamics CRM 2013. What’s changed in the Microsoft Dynamics CRM 2013 release? New Microsoft Dynamics CRM 2013 application features New Microsoft Dynamics CRM 2013 (on-premises) deployment features What’s changed in the Microsoft Dynamics CRM 2013 release? In support of the latest technologies and in compliance with the Microsoft Support Lifecycle, obsolete platform products and technologies will no longer be supported in Microsoft Dynamics CRM 2013. More information: What’s changing in the next major release New Microsoft Dynamics CRM 2013 application features Here are some new application features included with Microsoft Dynamics CRM 2013. • Improved user interface. Much of the user interface has been improved to provide better touch support, drive efficiencies, and minimize the number of window popups. • Database encryption. Organization database encryption is enabled for a set of default entity attributes that contain sensitive information, such as user names and email passwords. This feature can help organizations meet FIPS 140-2 compliance. Encryption keys can be viewed and changed in Microsoft Dynamics CRM. More information: Data Encryption • Mobile apps. Access important customer information from your phone or tablet with the new smartphone and tablet apps. For more information, see CRM for Tablets and Phones. For device support, see Mobile phone support for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online and Tablet support for Microsoft Dynamics CRM 2013 and CRM Online. New Microsoft Dynamics CRM 2013 (on-premises) deployment features This section lists new deployment features available with Microsoft Dynamics CRM 2013 (on- premises). 8 Volume Shadow Service (VSS) support The Volume Shadow Service (VSS) Writer service provides support for Data Protection Manager to simplify data backup and recovery. More information: Microsoft Dynamics CRM 2013 VSS Writer Server-side synchronization Server-side synchronization provides server-to-server synchronization of email messages, tasks, contacts, and appointments between Microsoft Dynamics CRM 2013 and Microsoft Exchange Server or POP3/SMTP email systems. To use this functionality you don’t have to install and maintain a separate application. More information: Introducing Server-Side Synchronization Microsoft Dynamics CRM 2013 Best Practices Analyzer The Microsoft Dynamics CRM 2013 Best Practices Analyzer is a diagnostic tool that gathers information from installed Microsoft Dynamics CRM 2013 server roles and builds a report of best practices and recommended solutions based on the existing deployment. More information: Microsoft Dynamics CRM 2013 Best Practices Analyzer (BPA) Defer the base and extension table merge as part of upgrade As part of the upgrade from Microsoft Dynamics CRM 2011 to Microsoft Dynamics CRM 2013, all organization databases will have the entitynameBase and entitynameExtensionBase tables merged into a single entitynameBase table. Reducing the number of tables in the organization database can improve overall performance of transactional operations in CRM. However, for enterprise customers with organization databases having large and complex customizations or solutions, the table merge may take several hours to complete. You can perform the merge as a separate operation to reduce application downtime caused by the upgrade. More information: Run the Base and Extension table merge as a separate operation See Also Planning Guide for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online Microsoft Dynamics CRM 2013 editions and licensing Microsoft Dynamics CRM system requirements and required technologies What's new for administrators in Microsoft Dynamics CRM 2013 and CRM Online What's new for customization 9 Microsoft Dynamics CRM system requirements and required technologies Microsoft Dynamics CRM Online reduces the system requirements of traditional on-premises deployments by operating all the infrastructure and platform essentials in the cloud. At a glance, the minimum software requirements for users and administrators of Microsoft Dynamics CRM Online includes the following: • Windows operating system when you use CRM for Outlook. Apple Mac, when running Apple Safari, supported tablet, or mobile device. • Supported web browser, such as later versions of Internet Explorer or the latest versions of Apple Safari, Google Chrome and Mozilla Firefox. • Microsoft Office Outlook (optional). Microsoft Dynamics CRM 2013 on-premises versions have a much larger requirement for both hardware and software than Microsoft Dynamics CRM Online. Microsoft Dynamics CRM 2013 on- premises versions require the software listed previously plus the following software: • Microsoft Windows Server • A Microsoft Windows Server Active Directory infrastructure • An Internet Information Services (IIS) website • Microsoft SQL Server 2008 or Microsoft SQL Server 2012 • Microsoft SQL Server 2008 Reporting Services or Microsoft SQL Server 2012 Reporting Services • Microsoft Exchange Server or access to a POP3-compliant email server (optional) • SharePoint Server (required for document management) • Claims-based security token service (required for Internet-facing deployments) • Windows operating system when you use CRM for Outlook. Apple Mac, when running Apple Safari, supported tablet, or mobile device. • Supported web browser, such as later versions of Internet Explorer or the latest versions of Apple Safari, Google Chrome and Mozilla Firefox. • Microsoft Office Outlook (optional). 10 Note [...]... Dynamics CRM for Outlook software requirements Tablet support for Microsoft Dynamics CRM 2013 and CRM Online Mobile phone support for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online 64-bit supported configurations for Microsoft Dynamics CRM 2013 Microsoft Dynamics CRM 2013 language support 11 See Also What's new in Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online Planning. .. Server 2013 Microsoft Dynamics CRM 2013 Reporting Extensions requirements SharePoint Document Management software requirements for Microsoft Dynamics CRM 2013 Lync and Skype integration with Microsoft Dynamics CRM 2013 Microsoft Dynamics CRM Email Router hardware requirements Microsoft Dynamics CRM Email Router software requirements Microsoft Dynamics CRM for Outlook hardware requirements Microsoft Dynamics. .. requirements for Microsoft Dynamics CRM Server 2013 Microsoft Dynamics CRM 2013 Reporting Extensions requirements Microsoft Dynamics CRM 2013 updates and hotfixes Microsoft Dynamics CRM 2013 Reporting Extensions requirements Microsoft Dynamics CRM Reporting Extensions are data processing extensions that are installed on the Microsoft SQL Server Reporting Services server The Microsoft Dynamics CRM Reporting... document management in Microsoft Dynamics CRM 2013 on-premises Using document management in Microsoft Dynamics CRM Online Microsoft Dynamics CRM 2013 List Component for Microsoft SharePoint Using document management in Microsoft Dynamics CRM 2013 on-premises One of the following versions of Microsoft SharePoint must be available • Microsoft SharePoint 2013 or Microsoft SharePoint 2013 SP1 • Microsoft SharePoint... requirements Microsoft Dynamics CRM Email Router software requirements Applies to: Microsoft Dynamics CRM 2013 Email Router and Microsoft Dynamics CRM Online This section applies to Microsoft Dynamics CRM Online and on-premises versions of Microsoft Dynamics CRM 2013 It lists the software and application software requirements for Microsoft Dynamics CRM 2013 Email Router Microsoft Dynamics CRM Email Router Setup... with Microsoft Dynamics CRM 2013 If your organization uses Microsoft Lync or Skype, you can take advantage of connectivity features like click-to-call or checking user availability from within Microsoft Dynamics CRM or CRM for Outlook 27 In This Topic Using Lync with Microsoft Dynamics CRM Using Skype with Microsoft Dynamics CRM Using Lync with Microsoft Dynamics CRM When you use Lync and Microsoft Dynamics. .. 8.1 See Also Microsoft Dynamics CRM system requirements and required technologies SharePoint Document Management software requirements for Microsoft Dynamics CRM 2013 Microsoft Dynamics CRM Email Router hardware requirements 29 Microsoft Dynamics CRM Email Router hardware requirements This section applies to Microsoft Dynamics CRM Online and on-premises versions of Microsoft Dynamics CRM 2013 The following... install Microsoft Dynamics CRM 2013, review the following topics, which provide detailed information about the products and technologies that are required or optional for Microsoft Dynamics CRM 2013 In This Section Microsoft Dynamics CRM Server 2013 hardware requirements Microsoft SQL Server hardware requirements for Microsoft Dynamics CRM Server 2013 Software requirements for Microsoft Dynamics CRM Server... connect CRM for Outlook to an on-premises deployment of Microsoft Dynamics CRM 2013 over the Internet The on-premises deployment of Microsoft Dynamics CRM 2013 must be configured for IFD as described in the topic Configure a Microsoft Dynamics CRM Internet-facing deployment In order for Microsoft Dynamics CRM for tablets to successfully connect to a new deployment of Microsoft Dynamics CRM Server 2013, ... serverbased SharePoint integration Microsoft Dynamics CRM 2013 List Component for Microsoft SharePoint The Microsoft Dynamics CRM 2013 List Component for Microsoft SharePoint makes Microsoft Dynamics CRM documents that are stored on SharePoint available to you in a format that has the look and feel of Microsoft Dynamics CRM This feature also enables Microsoft Dynamics CRM to automatically create folders . on-premises deployment of Microsoft Dynamics CRM 2013 and to help in planning to use Microsoft Dynamics CRM Online. In This Section Planning Your Deployment of Microsoft Dynamics CRM 2013 and Microsoft. Online Microsoft Dynamics CRM system requirements and required technologies Planning Deployment of Microsoft Dynamics CRM 2013 Planning Deployment of Microsoft Dynamics CRM 2013 Advanced Topics Related. Center or the Microsoft Knowledge Base. 4 Planning Your Deployment of Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online For larger organizations, planning Microsoft Dynamics CRM 2013