Whats New in Microsoft CRM 3'0 Technical

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Whats New in Microsoft CRM 3.0 Technical
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Agenda

• Upgrade
• Enhanced Installation
• Licensing
• Microsoft CRM 3.0 Small Business Edition
• Enhanced Administration

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Upgrade
4
Overview

• Upgrade Process
• Features of the Upgrade Process
• Upgrade Failure

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Upgrade Process

• Microsoft CRM Server
• Microsoft CRM Client for Outlook

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Upgrade Process
Microsoft CRM Server
CRM v3.0
Platform Application
CRM v1.2
Platform Application
Database
Upgrade Process Run 3.0 Setup
SupportedCustomizations
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Upgrade Process

• Microsoft CRM Client for Outlook
• The client upgrade process occurs when users run
  the Microsoft CRM 3.0 Client Setup program while
  logged on to the client containing the Microsoft
  CRM 1.2 Sales for Outlook Client.
• The CRM Client Setup program recognizes that the
  CRM 1.2 Outlook Client is installed and initiates
  the upgrade process.

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Features of the Upgrade Process

• Microsoft CRM 1.2 to Microsoft CRM 3.0
• The CRM Server upgrade process upgrades the CRM
  platform application and the CRM databases.
• The upgrade process does not require additional
  hardware above and beyond the 3.0 recommended
  hardware requirements.
• If no customizations were made to the 1.2
  release, the 3.0 upgraded system will have the
  same functionality as a new 3.0 system
  installation except that any data in the 1.2
  database will be preserved.
• All customizations performed using the Microsoft
  CRM customization tools are fully upgraded.

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Features of the Upgrade Process

• Customizations made using methods documented in
  the Microsoft CRM SDK (including onChange event
  scripts) are mostly upgradeable.
• Some changes made to the Microsoft CRM Schema
  have required that certain changes be made to
  affected areas. Mostly these apply to
  customizations that involve Activities in
  Microsoft CRM 1.2
• Any 1.2 supported customizations that cannot be
  supported by the upgrade process are documented
  in the Implementation Guide.

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Features of the Upgrade Process

• Users can synchronize their offline databases
  either before or after the client upgrade.
• An automated system rollback is not provided in
  the server upgrade as it is on a new install.
• Downgrades/rollbacks from 3.0 to 1.2 are not
  provided.
• Except for upgrades from International English to
  English, upgrades from one CRM 1.2 language
  version to another CRM 3.0 language version are
  not supported.

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Server Upgrade Process Review
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Upgrade Failure

• Microsoft CRM Server upgrade process does not
  support server rollback
• Important to perform full backup of CRM Server(s)
  and CRM SQL Server!
• Backup process must include any system
  customizations that are not stored within the
  Microsoft CRM database. Customizations not stored
  in the database
• ISV solutions
• ISV web services and DLLs
• non-CRM application websites

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Upgrade Failure

• If the upgrade process fails
• The user must restore the 1.2 databases and
  reinstall Microsoft CRM 1.2.
• When reinstalling CRM 1.2, they should select the
  Connect to existing database option.
• The upgrade to Microsoft CRM 3.0 can be run once
  the 1.2 installation is complete.

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Data Migration Framework

• The Data Migration Framework consists of the
  following tools
• Common Data Format (CDF) database (cdf_mscrm) A
  staging database for collecting the data for
  import into Microsoft CRM. The CDF database will
  be installed on the SQL Server used by your
  Microsoft CRM server.
• Microsoft CRM Data Migration Framework Wizard for
  Outlook Business Contact Manager (optional)A
  wizard which guides you through migrating data
  from Microsoft Outlook Business Contact Manager
  to Microsoft CRM. This wizard pulls data from
  your Outook Business Contact Manager, stores the
  data in the CDF database, maps the data to valid
  Microsoft CRM values, and then migrates it to
  Microsoft CRM. If selected, this wizard is
  installed on your Microsoft CRM server.
• Tools That Can Be Used to Migrate Data From Any
  Database to Microsoft CRM

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Data Migration Framework
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Review

• Upgrade Process
• Features of the Upgrade Process
• Upgrade Failure

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Enhanced Installation
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Overview

• Microsoft CRM Server 3.0 Installation
  Enhancements
• Minimum User Rights
• CRM Organizational Unit and Active Directory
• Microsoft CRM Server Installation

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Microsoft CRM 3.0 InstallationEnhancements

• Microsoft CRM 1.x provided two editions Standard
  and Professional
• Standard has been eliminated in Microsoft CRM 3.0
• Microsoft CRM 3.0 provides two editions
  Professional and Small Business Edition
• But only one Microsoft CRM Server Setup program
• Microsoft CRM Server Setup program automatically
  determines which edition to install
• Professional Edition, if the operating system is
  Microsoft Windows Server 2000 or 2003
• Small Business Edition, if the operating system
  is Small Business Server 2003

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Microsoft CRM 3.0 InstallationEnhancements

• Goals of the enhancements to the Microsoft CRM
  Server Setup program
• Improve Reliability and Error Handling
• Simplify the install process
• Intuitive enough not to require a full study of
  the Implementation Guide
• Easy in-place upgrade

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Some Key Installation Features in Microsoft CRM
3.0
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Minimum User Rights

• The installation user runs the CRM Server Setup
  program.
• Most of the requirements of the installation user
  changed in Microsoft CRM 3.0, except for the
  following
• The Setup program creates a user account in CRM
  for the installation user.
• The Setup program assigns the default System
  Administrator security role to the account.

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Minimum User Rights

• The design change recognizes that
• In many instances, the CRM installation user does
  not have access to the Active Directory or the
  Exchange Servers.
• Usually there is one group of people who maintain
  Active Directory and a completely separate group
  who administers the Exchange Servers. Requiring
  that the user be a Domain Administrator is often
  problematic for these large networks because it
  conflicted with this configuration.
• With Microsoft CRM 3.0, the installation user is
  required to possess just a minimum set of
  security privileges.
• This reduces opportunities for conflicts with the
  policies of the Active Directory and Exchange
  Administrators.

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CRM Organizational Unit and Active Directory

• In Microsoft CRM 3.0, Active Directory is used
  strictly for user authentication. The following
  describes the relationship between the CRM
  organizational unit in Active Directory and
  Microsoft CRM 3.0
• The CRM Server Setup program requires that the
  Setup program is pointed to an existing OU.
• The existing OU can be used for the domain or a
  custom OU can be created.
• Because CRM 3.0 uses the selected OU strictly for
  user authentication, the simplest approach is to
  use the existing OU for the domain.

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Microsoft CRM Server Installation Steps
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Microsoft CRM Server Installation Steps
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Environmental Diagnostic Wizard
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Environmental Diagnostic Wizard

• Pass - Environment meets the requirement
• Example SQL server exist and all the services
  are running

Warning Some manual action might be required
but it will not cause the setup to fail Example
specified folder is not empty and setup might
write over it
Error Setup cannot continue successfully
without addressing the issue Example SQL
Server Agent Service is not running
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Unattended Installation

• Use the command line to install
• Microsoft CRM Server
• Microsoft CRM Client for Outlook
• Microsoft CRM-Exchange E-mail Router
• with command line parameters and XML
  configuration file
• (Setup.exe /? /Q /OEM /InstallAlways /L
  drivepath logfilename.log /config
  drive path configfilename.xml /repair
  /uninstall )

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Review

• Microsoft CRM Server 3.0 Installation
  Enhancements
• Minimum User Rights
• CRM Organizational Unit and Active Directory
• Microsoft CRM Server Installation

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Licensing
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Overview

• Microsoft CRM 3.0 Licensing Model
• Microsoft CRM 3.0 Licensing

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Microsoft CRM 3.0 Licensing Model

• Uses the same Microsoft Personal Identification
  (PID) licensing system used by all other
  Microsoft products.
• PID replaces the Microsoft Business Solutions
  Great Plains licensing model used in earlier
  releases of CRM.
• Organizations must determine the number of user
  licenses they have to purchase, and at what user
  count increments

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Microsoft CRM 3.0 Licensing

• The PID licensing engine generates license keys
  that are pre-packaged with the product and appear
  on an orange sticker on the back of the CD, just
  like any version of Microsoft Office or Windows.
• Encoded within a PID license key is the following
  information
• SKU that was purchased
• Language
• Version number
• Number of users
• PID licensing system generates separate CRM
  Server and User license keys
• Both Server and User license keys are required
  for each CRM 3.0 deployment

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Server License

• Determines whether the Microsoft CRM Server
  software can be installed.
• Similar to server license keys for Microsoft SQL
  Server and Microsoft Exchange.
• The Microsoft CRM Server Setup program requires
  that a server license key is entered.
• The same server license can be used on multiple
  CRM servers within a deployment.
• A server license has a zero user license count,
  unless it is a bundled license.
• Two types of Server licenses
• Professional Edition
• Small Business Edition

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User License

• Determines how many users can access the CRM
  Server.
• Does not determine whether the user can install
  CRM Server.
• In fact, a user license key will not work if the
  key to install the CRM Server is used, even
  though the user and server license numbers look
  very similar.
• As long as a server license is entered during the
  CRM Server set up, one or more user licenses can
  be entered at the same time.
• Three types of User licenses
• 1 user license
• 5 user license
• 20 user license
• Are additive, that is, if multiple keys are
  entered, CRM accumulates the total number of user
  licenses from each key to determine the total
  license count available for use.

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Bundled Licenses

• Ordinarily server licenses do not have a user
  count associated with them. The exception to this
  is when the server license is a bundled license.
• An organization that purchases a bundled license
  receives just one license key.
• A bundled license key is recognized as both the
  server and user license.
• The key contains information for both the CRM
  Server as well as a 5 user license.
• Additional client licenses can be purchased and
  used along with a bundled license in a CRM
  deployment.

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CRM 3.0 External Connector (EC)

• A new license that enables customers to
  affordably extend CRM to their external users,
  such as their customers and partners
• Allows an unlimited number of external users
  access on a per server basis
• Example If 3 servers support external access, 3
  external connector licenses are required
• Alternative is for every external user to acquire
  a CAL
• External Users means users that are not either
  your or your affiliates employees, or your
  affiliates contractors or agents

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CRM External Access Scenarios

• Customer Scenarios
• Create new activities in CRM, such as a case
• Update information in CRM, such as contact
  information
• Partner Scenarios
• Fill orders, or update case status Independent
  contractors who install DSL service

Customers Intranet Domain
External Users
Web interface or VPN
CRM
Internet
Optional Windows Authentication
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CRM 3.0 External Connector Licensing

• Users not eligible to use the External Connector,
  regardless of degree of use
• All internal users
• External users acting in an internal capacity
• External users who use CRM Outlook or Web client
• CRM External Connector is a license
• It is not a product, so customers will need to
  build a portal or use an ISV solution
• If external scenarios integrate with other MS
  products such as SQL, Sharepoint, and Windows
  Server, external connectors are also required for
  these products

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CRM 3.0 Service Provider Edition

• A new edition of Microsoft CRM 3.0 will be made
  available to Service Providers that have signed
  the Service Provider License Agreement. This
  release is designed to enable a rich hosted
  Microsoft CRM 3.0 experience via additional code,
  and will help CRM Partners and Service Provider
  partners to work together to more quickly close
  hosted Microsoft CRM 3.0 business.

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Review

• Microsoft CRM 3.0 Licensing Model
• Microsoft CRM 3.0 Licensing

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Microsoft CRM 3.0 Small Business Edition
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Overview

• Microsoft CRM 3.0 Small Business Edition
• Unique SBE Functionality
• Ease of Installation

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Microsoft CRM 3.0 Small Business Edition

• Designed to provide a complete Microsoft CRM
  solution for small businesses with a focus on
• ease of installation
• reduced total cost of ownership.
• Supports a maximum of 75 users
• Deploying previous versions was a challenge for
  small organizations
• These organizations had difficulties becoming
  productive

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How does Microsoft CRM 3.0 address those issues?

• Small Business Server simplifies the
  environmental issues for small businesses by
  narrowing possible deployment scenarios down to
  one or two.
• A CRM 3.0 SBE installation on a Windows SBS 2003
  server is designed to be almost as seamless as
  other applications included with Small Business
  Server.

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Unique SBE Functionality

• Microsoft CRM 3.0 SBE is a super-set of the
  Professional Edition, it contains the same
  functionality AND the following functionality
  specific to SBE
• CRM Management tools integration with SBS Server
  Management console
• CRM integration into the SBS Health Monitor,
  ensuring that CRM is managed as easily as SBS
• CRM Server integration with the SBS Fax Service
  so users can send and receive faxes from within
  CRM
• Business Contact Manager migration

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Ease of Installation
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Ease of Installation
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Microsoft CRM Small Business Edition Installation
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Review

• Microsoft CRM 3.0 Small Business Edition
• Unique SBE Functionality
• Ease of Installation

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Enhanced Administration
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Overview

• Administrator License
• User Licenses

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Administrator License

• Provides one or more users with access to
  administrative functionality.
• Cannot be used by organizations as a free user
  account that can perform every Microsoft CRM
  function.

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Features of the Administrator License

• The Administrator License is provided free of
  charge that is, it does not count against the
  total license counts.
• There is no limit on the number of user accounts
  that can be assigned an Administrator License.
• Microsoft CRM unassigns the user license of any
  user that is assigned an Administrator License.
• If an Administrator License is removed from a
  user account, the user is automatically assigned
  a user license (assuming one is available
  otherwise, the user account is disabled).

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Features of the Administrator License

• Users assigned the Administrator License can only
  access the Settings and Customization
  functionality within Microsoft CRM.
• If a user who is assigned the Administrator
  License is also assigned a security role, the
  privileges provided by the role are ignored in
  favor of the privileges provided by the
  Administrator License.
• A user assigned the Administrator License should
  not be confused with a normal user account that
  is assigned the System Administrator role. Users
  assigned a System Administrator role can access
  the entire CRM application. However, users
  assigned the Administrator License can only
  access the Settings and Customization
  functionality.
• The user account that runs the Microsoft CRM
  Server Setup program is automatically assigned an
  Administrator License.

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User Licenses

• In earlier versions of Microsoft CRM, the System
  Administrator had to assign a user license to
  each user account. Non-licensed users could not
  access Microsoft CRM.
• Process was sometimes problematic, especially
  when a user was disabled because the users
  license was not automatically unassigned from
  their account.
• This lead to some confusion regarding who was
  licensed and whose license was available for
  assignment to another user.

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Changes to User Licenses in Microsoft CRM 3.0

• User licenses are no longer manually assigned to
  user accounts.
• When a user account is created and user licenses
  are available, the status of the user account is
  set to Enabled and the user is automatically
  assigned a license.
• When a user account is created and there are no
  user licenses available, the status of the user
  account is set to Disabled and no license is
  assigned to the account. A disabled user cannot
  access Microsoft CRM.

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Changes to User Licenses in Microsoft CRM 3.0

• When a disabled user is enabled, a user license
  is automatically assigned to the account.
• When an enabled user is disabled, the user
  license is automatically unassigned from the
  account and the user can no longer access
  Microsoft CRM.

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Review

• Administrator License
• User Licenses

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Q A
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