Microsoft Dynamics CRM 4.0 Planning Guide
Microsoft Dynamics CRM 4.0
Planning Guide
Rev. 4.0.0
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Contents
1Overview......
Planning Microsoft Dynamics CRM 4.0......
Microsoft Dynamics CRM 4.0 Versions and Licensing......
Versions......
Licensing......
Client Access License Types......
What’s New in Microsoft Dynamics CRM 4.0 Server?......
Multitenancy......
Server Roles......
Microsoft Dynamics CRM 4.0 Connector for SQL Reporting Services......
Microsoft Dynamics CRM 4.0 Language Pack......
Multicurrency......
Resource Center......
What’s new in Data Management?......
What’s New in Customization?......
What’s New in Workflow?......
What’s New in Microsoft Dynamics CRM 4.0 E-mail Router?......
What’s New in Microsoft Dynamics CRM 4.0 for Office Outlook?......
Send Us Your Feedback about This Chapter......
2Business Management Using Microsoft Dynamics CRM 4.0......
Training, Tools, and Documentation to Help You Plan......
Business-Management Training......
Microsoft Dynamics Sure Step Methodology......
Tools for Business Management......
Help......
Planning the Implementation of Microsoft Dynamics CRM 4.0......
Planning Tasks for Business Managers......
Development Tasks for Business Managers......
Deployment Tasks for Business Managers......
Post-Deployment Tasks for Business Managers......
Managing a Microsoft Dynamics CRM Implementation......
Tools for Project Management......
Implementation Overview......
Planning......
Development......
Deployment......
Post-deployment: operating and maintaining......
Planning Tasks......
Defining the scope of the project......
Identifying the implementation team......
Creating a schedule......
Analyzing your business processes......
Defining tasks for development, deployment, and post-deployment......
Identifying optional components......
Identifying hardware and software requirements......
Determining data-import requirements......
Determining customization needs......
Identifying training requirements......
Training resources......
Defining ongoing support and maintenance needs......
Development Tasks......
Project-manager tasks......
Business-manager tasks......
Installer tasks......
Customizer tasks......
Deployment Tasks......
Project manager tasks......
Business manager tasks......
Installer tasks......
Customizer tasks......
Post-Deployment Tasks......
Tips for Successful Implementations......
Send Us Your Feedback about This Chapter......
3System Requirements and Required Components......
Microsoft Dynamics CRM Server Hardware Requirements......
Microsoft Dynamics CRM Server Software Requirements......
Windows Server Operating System......
Internet Information Services......
SQL Server Editions......
SQL Server Reporting Services......
Software Component Prerequisites......
Verify Prerequisites......
Connector for Microsoft SQL Server Reporting Services......
Connector for Microsoft SQL Server Reporting Services Requirements......
Microsoft Dynamics CRM E-Mail Router Software Requirements......
Exchange Server......
POP3/SMTP......
Microsoft Dynamics CRM for Outlook Hardware Requirements......
Microsoft Dynamics CRM for Outlook Software Requirements......
Microsoft Dynamics CRM for Outlook Software Component Prerequisites......
Microsoft Dynamics CRM Web Client Software Requirements......
Microsoft Dynamics CRM Data Migration Manager Hardware Requirements......
Data Migration Manager Software Requirements......
Data Migration Overview......
Requirements and Recommendations......
64-Bit Supported Configurations......
Language Support......
Component Requirements......
Examples......
Japanese Kanji Font JIS2004 Specification Issues......
Currency Support......
Send Us Your Feedback about This Chapter......
4Planning Deployment......
Planning Deployment Prerequisites......
Hardware Requirements......
Software Requirements......
Active Directory Considerations......
SQL Server Installation and Configuration......
SQL Server 2005 Requirements and Recommendations for Microsoft Dynamics CRM....
SQL Server Deployment......
SQL Server considerations......
Language locale collation and sort order......
Disk configurations and file locations......
SQL Server program file location......
SQL Server data file location......
Specifying file paths......
Default-instance file path for program and data files......
Additional Resources for SQL Server......
Planning Requirements for SQL Server Reporting Services......
Connector for SQL Server Reporting Services Requirements......
Connector for SQL Server Reporting Services Location......
Planning for Exchange Server or POP3......
Microsoft Dynamics CRM E-mail Router
Microsoft Dynamics CRM User Options......
Incoming e-mail messaging options......
Outgoing e-mail messaging options......
E-mail message processing......
Forward mailbox monitoring......
E-mail message filtering and correlation......
Tracking tokens......
Additional Resources for Exchange Server......
Operating System and Software Component Security Considerations......
Securing Windows Server......
Windows Error Reporting......
Ensuring Virus Protection......
Managing Security Operations......
Securing SQL Server......
Securing Exchange Server and Outlook......
Security Considerations for Microsoft Dynamics CRM......
Microsoft Dynamics CRM Installation Files......
Microsoft Dynamics CRM Security Model......
Role-based security......
Object-based security......
Deployment-wide administrative-level security......
Microsoft Dynamics CRM Server Security Best Practices......
Microsoft Dynamics CRM Administration Best Practices......
Supported Configurations......
Active Directory Requirements......
Single-Server Deployment......
Multiple-Server Deployment......
Server roles......
Install server role groupings by running Microsoft Dynamics CRM Server Setup......
Install server roles by running Microsoft Dynamics CRM Server at the command line.....
Microsoft Dynamics CRM Server placement......
SQL Server and Active Directory domain controller placement......
Support for Multiple-Server Topologies......
Two-server (team) topology......
Five-server (division) topology......
Multi-forest and multi-domain Active Directory topology......
Multi-forest with client Internet access......
Multiple-domain and cross-forest implications......
Tasks for a native-mode domain with users in a mixed-mode domain......
Upgrading from Microsoft Dynamics CRM 3.0......
What Happens to Reports?......
What Happens to Customizations?......
What Happens to Workflows?......
What Happens to Microsoft Dynamics CRM 3.0 Mobile?......
Send Us Your Feedback about This Chapter......
5Planning Deployment Advanced Topics......
Advanced Deployment Options for Microsoft Dynamics CRM Server......
Update Setup Files by Using a Local Package......
Install Server Roles......
Install Microsoft Dynamics CRM for Internet Access......
Implement a Strong Password Policy......
Secure Sockets Layer......
Internet Connection Firewall......
Proxy/Firewall Server......
Step 1: Install Microsoft Dynamics CRM Server for Internet access......
Step 2: Configure Microsoft Dynamics CRM for Outlook to connect to the Microsoft Dynamics CRM server by using the Internet
Advanced Deployment Options for Microsoft Dynamics CRM for Outlook......
Deploy Microsoft Dynamics CRM Using Deployment Management Software......
Deploy Microsoft Dynamics CRM for Outlook Using Group Policy......
Preparing Microsoft Dynamics CRM for Outlook for a Group-Policy Deployment......
Steps to prepare the client.msi file for deployment......
Deployment options: direct installation......
Add or remove programs......
Send Us Your Feedback about This Chapter......
Microsoft Dynamics CRM 4.0 Planning Guide
1Overview
Welcome to the Microsoft Dynamics CRM 4.0Planning Guide. This guide is part of a comprehensive set of documents, known as the Microsoft Dynamics CRM 4.0 Implementation Guide. This guide describes how to plan, implement, and operate Microsoft Dynamics CRM versions that are installed and maintained at the organization’s premises (“on premise” versions).
The Microsoft Dynamics CRM 4.0 Implementation Guide consists of the following three documents:
- Planning Guide: This guide gives you the information and tools that help you get your organization ready for Microsoft Dynamics CRM 4.0. It includes two main aspects of planning for a CRM system:
- Technical: These topics focus on such areas as the supported topologies, system requirements, and technical considerations to address before installing.
- Implementation Methodology: These topics cover the business management, CRM requirements, and project management aspects that are needed when deploying a CRM system. Additionally, there are several documents included that you can use as tools to plan the implementation of Microsoft Dynamics CRM 4.0. These tools are in the planningtools folder where the Microsoft Dynamics CRM 4.0 Implementation Guide is located.
- Installation Guide: This guide provides the information that you need to install Microsoft Dynamics CRM 4.0, such as step-by-step instructions for running Setup, command-line installation instructions for silent installations, and guidance about how to remove Microsoft Dynamics CRM 4.0.
- Operating and Maintaining Guide: Use this guide to explain how to backup, restore, and provide data recovery for Microsoft Dynamics CRM 4.0. Additionally, this guide provides troubleshooting steps for known issues.
Planning Microsoft Dynamics CRM 4.0
Planning Microsoft Dynamics CRM 4.0, like any enterprise-wide software, is a significant task for an organization. This guide is written for the team of people responsible for planningMicrosoft Dynamics CRM 4.0, and provides information and tools that you need 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 4.0, including mapping your processes to Microsoft Dynamics CRM 4.0, 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 4.0 will be installed on your network.
- Project manager:Responsible for managing an enterprise-wide implementation project.
Organizations implementing Microsoft Dynamics CRM 4.0 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 process of implementing and maintaining the Microsoft Dynamics CRM installation. Because of this assumption, there may be references in this guide to these "partners" who are expected to provide various services to you.
Microsoft Dynamics CRM 4.0 Versions and Licensing
Microsoft Dynamics CRM 4.0 offers several versions that cover various implementations for small, to mid-level, to even very large organizations.
Versions
- Microsoft Dynamics CRM 4.0Workgroup Edition. This version is limited to 5 or fewer users. It can be installed on Microsoft Windows Small Business Server 2003 R2 Enterprise Edition, any of the supported Windows Server 2003 editions, or Windows Server 2008 (when available). This version is limited to a single organization and a single computer that is runningMicrosoft Dynamics CRM 4.0 Server.
- Microsoft Dynamics CRM 4.0 Professional Edition. This version has no user limit. This version is limited to a single organization, but Microsoft Dynamics CRM 4.0 Professional Edition Server can be installed to more than one computer.
- Microsoft Dynamics CRM 4.0Enterprise Edition. This version has no user limit. Additional features include support for multiple organizations, multiple server instances, and role-based service installation. Role-based services let you increase performance by installing component services on different computers.
Licensing
A Microsoft Dynamics CRM 4.0 deployment operates by using a single license key. Unlike earlier versions, Microsoft Dynamics CRM 4.0 no longer requires additional license keys to be added when changes are made, such as adding more client access licenses (CALs). The single license key contains the Microsoft Dynamics CRM 4.0 version, server license, and the CALs.
You view and upgrade a license in Deployment Manager.
Client Access License Types
Microsoft Dynamics CRM 4.0 has the following CAL types:
- Read-Only: Clients who use this license type can only view records and data in Microsoft Dynamics CRM 4.0. They cannot modify records or data. A user configured with this license type does not consume a CAL.
- Administrative: Clients who use this license type can modify records and data located in the Settings area. However, these clients can view but not modify records and data in the Sales, Marketing, or Service areas. A user configured with this license type does not consume a CAL.
- Full: Clients who use this license type have full functionality and are only limited by security roles and privileges.A user configured with this license type consumes a CAL.
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.
What’s New in Microsoft Dynamics CRM 4.0 Server?
Microsoft Dynamics CRM 4.0 includes several new enterprise-level features that offer flexibility, scalability, and ease of use.
Multitenancy
Earlier versions of Microsoft Dynamics CRM 4.0 Server provided a single organization solution. Microsoft Dynamics CRM 4.0lets you host multiple organizations in a single Microsoft Dynamics CRM deployment. This feature is a great benefit for hosted solutions or businesses that require a separation of data within the organization. Microsoft Dynamics CRM 4.0 now implements two types of databases:
- A single configuration database that stores metadata and location information for all organizations.
- One or more organization databases.
Server Roles
Microsoft Dynamics CRM 4.0 Enterprise Edition introduces two new server roles that provide services that increase flexibility and scalability. You can decide to have a computer dedicated to one server role or to both server roles.
The server roles are selected and installed during Microsoft Dynamics CRM 4.0 Server Setup. The server roles are as follows:
- Application Server Role: This server role provides the Microsoft Dynamics CRM 4.0 Web user interface and services.
- Platform Server Role: This server role lets you deploy the asynchronous services, such as the Workflow and Bulk E-mail services, to a separate computer.
Microsoft Dynamics CRM 4.0 Connector for SQL Reporting Services
The Microsoft Dynamics CRM 4.0 Connector for SQL Reporting Services is a service that connects the Microsoft Dynamics CRM 4.0 Server computer to the Microsoft SQL Report Server computer. The Microsoft Dynamics CRM 4.0 Connector for SQL Reporting Services eliminates the Kerberos double-hop authentication that was required for Microsoft Dynamics CRM 3.0 deployments when Microsoft SQL Server Reporting Services was installed on a separate computer.
The Microsoft Dynamics CRM 4.0 Connector for SQL Reporting Services is installed as a separate component.
Microsoft Dynamics CRM 4.0 Language Pack
A Microsoft Dynamics CRM 4.0 Language Pack lets users display the Microsoft Dynamics CRM 4.0 user interface in a different language than the base language. Additionally, users can display Help in a language that differs from both the base language and the language displayed in the Microsoft Dynamics CRM 4.0 user interface.
Multicurrency
Multiple currencies are now supported for transaction-based records.
ResourceCenter
The ResourceCenter provides a place within the application where users, administrators, and implementers will find information to help them use and configure Microsoft Dynamics CRM 4.0. The ResourceCenter presents a wide range of rich content and links to valuable resources. Much of the content in the ResourceCenteris created by experts in the Microsoft Dynamics CRM community.
What’s new in Data Management?
New data management features provide tools to load data into most entities in Microsoft Dynamics CRM 4.0, and ways to make sure of data quality by detecting and merging duplicate records. These features can help you as follows:
- Comma-separated values (CSV) formatted data that is derived from different sources can be migrated into Microsoft Dynamics CRM 4.0 using the Data Migration Wizard. This wizard is installed on a client computer.
- If the source data requires custom entity, attribute, or list value creation, the Data Migration Wizard can customize Microsoft Dynamics CRM 4.0 as part of the migration process.
- Data Migration Wizard lets you reuse data mappings from previous migrations. This lets you import similar data without the need to remap the data each time.
- Data Migration Wizard preserves the relationship between records when you migrate data.
- A new import auto-mapping feature simplifies mapping source data. If the records use display labels of attributes as column headings in a CSV file, the data is automatically mapped to the correct attribute.
- Data can be imported into most entities using the new Imports area located in the application. For each import, the user can view the status of each record in the import.
- Users can receive an e-mail notification when an import is complete.
- Data can be enriched by exporting data to a Microsoft Office Excel worksheet, adding data, and importing the records.
- Duplicates can be detected automatically in various scenarios. For example:
- When you import records.
- When you create or update a record.
- When the Microsoft Dynamics CRM for Microsoft Office Outlook goes from offline to online, or because of a workflow action.
- System administrators can run recurring duplicate detection on selected entities as an asynchronous job.
- Users can run duplicate detection from any view on selected records or all records in the entity.
- System administrators can define the rules used for duplicate detection for each entity.
- Access control to data management features is based on privileges to the new entities: data imports, import maps, and duplicate-detection rules, and on new global duplicate-detection settings that control where duplicate-detection is enabled.
What’s New in Customization?