Microsoft CRM 3.0.5 Implementation Guide

Implementation Guide
Rev. 3.0.5
Information in this document, including URL and other Internet Web site references, is subject to change without notice. Unless otherwise noted, the example 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. 2006 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. All other trademarks are property of their respective owners.
Contents
Introduction Chapter 1: Introduction ...................................................................................................................................... 1-1 Microsoft CRM Editions................................................................................................................................ 1-1 Microsoft CRM Features ............................................................................................................................... 1-1 Microsoft CRM Components ........................................................................................................................ 1-2 What's New in Microsoft CRM 3.0................................................................................................................ 1-3 Additional Resources.................................................................................................................................... 1-4 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 a Directory?...................................................................................................................................... 6-1 Why Have a Directory Service? ................................................................................................................... 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 ii
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.......................................................................................................................... 11-6 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 ............................................................................................. 11-8 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 ..................................................... 11-9 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 .................................................................................................................................. 11-12 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 .................................................................................. 11-13 DNS Settings..................................................................................................................................... 11-14 Microsoft SQL Server........................................................................................................................ 11-14 Microsoft Exchange Server .................................................................................................................... 11-15 Encrypting Network Traffic Flow ....................................................................................................... 11-15 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 iii
Verify DNS .......................................................................................................................................... 12-8 Install Windows 2000 Server on the Remaining Microsoft CRM System Servers ................................ 12-8 Install Microsoft SQL Server 2000 ........................................................................................................... 12-10 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 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.................................................................................................... 14-8 Install Microsoft CRM ............................................................................................................................... 14-9 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 ........................................................................................................... 14-12 iv
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................................................ 15-6 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 Troubleshoot Permission Problems........................................................................................................ 15-10 Chapter 16: Installing Microsoft CRM Client for Microsoft Office Outlook ................................................ 16-1 System Requirements................................................................................................................................. 16-1 Prerequisite Checklist................................................................................................................................. 16-2 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 Configuring The Router to use Multiple CRM Mailboxes ........................................................................ 17-4 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............................................................................................................................................... 19-5 The XML Configuration File ..................................................................................................................... 19-5 v
Install Microsoft CRM-Exchange E-Mail Router ....................................................................................... 19-6 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 .................................... 20-10 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................................................................. 24-2 Download All Reports............................................................................................................................... 24-3 Publish a Group of Reports...................................................................................................................... 24-3 Customize Reports...................................................................................................................................... 24-4 Set Up Report Designers Environment ................................................................................................... 24-4
vi
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 30: Microsoft CRM Glossary ............................................................................................................. 30-1
vii
viii
Chapter 1 Introduction
C H A P T E R
Introduction
Welcome to Microsoft CRM 3.0. Implementing Microsoft CRM, 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 is available in the following editions: Microsoft CRM 3.0 Professional Edition Microsoft CRM 3.0 Small Business Edition
The differences between these two editions involve features of the Small Business Edition that integrate with Microsoft Windows Small Business Server. The features are: Small Business Server Console Integration 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 Activity and Task Management Configurable Activities Search and Advanced Find 1-1
Microsoft CRM 3.0 Implementation Guide
Merge Printing Enhancements (compared to Microsoft CRM version 1.2) Reports Parameterized Reports Opportunity Management Lead Management Correspondence/Mail Merge Territory Management Microsoft CRM 3.0 client for Microsoft Office 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 .NETconnected technologies, Microsoft CRM is easy to deploy, customize, and use. Microsoft CRM 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 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 1-2
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 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 computers running Exchange Server 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. Customization tools now available through one consistent Web interface. Enhanced support for VARs and ISVs. Support for customizing activities. Support for creating new objects. 1-3
Improved management
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. 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. 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.
New feature: Service scheduling
New feature: Marketing automation
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. 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. 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. Additional customization, including adding entities. Improved report customization, including 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
Easier to use
Easier to customize
Additional Resources
There are many additional resources to help you implement Microsoft CRM: Documentation Updates. We monitor questions that customers ask support and send to the Documentation Feedback alias, and update our documentation with answers to commonly asked questions. The following updates are posted on the Microsoft Download Center: Microsoft CRM Online Help Update (http://go.microsoft.com/fwlink/?LinkID=62460).Download the most current version of the online Help and install it on your computer running Microsoft CRM Server, or view it as a stand-alone Help file.
1-4
Microsoft CRM Implementation Guide Update (http://go.microsoft.com/fwlink/?LinkId=62461). Download the most current version of this guide. Microsoft CRM Software Development Kit (SDK) (http://go.microsoft.com/fwlink/?LinkId=62462). Download the most current version of the SDK, or view it online on MSDN (http://go.microsoft.com/fwlink/?LinkId=62463). Microsoft CRM community (http://go.microsoft.com/fwlink/?LinkId=62464). Use the Microsoft CRM Communities site to read articles about implementing and using Microsoft CRM, participate in newsgroups, provide feedback on the product, and more. Microsoft CRM Sandbox (http://go.microsoft.com/fwlink/?LinkId=62465). Use the Microsoft CRM Sandbox, a community website, to sign up for alerts when new content is released on Microsoft.com, view downloads posted by other Microsoft CRM users, and participate in discussions about implementing Microsoft CRM. Support Resources (http://go.microsoft.com/fwlink/?LinkId=62466). Find information about support resources for Microsoft CRM, including Knowledge Base articles.
Online Communities and Support:
Microsoft Download Center (http://go.microsoft.com/fwlink/?LinkId=62467). Download add-ins for Microsoft CRM such as the Data Migration Pack and Report Scheduling Wizard, and read articles on aspects of setup such as improving performance by using a dedicated report server.
1-5
1-6
Chapter 2 Business Management Using Microsoft CRM
C H A P T E R
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
Business Process Questions (.doc) Sample Sales Process Flowchart (.vsd) Sample Service Process Flowchart (.vsd) Configuration Data Collection (.xls) Customization Requirements Summary (.xls) Workflow Planning (.xls)
Description
Questions to ask yourself to help think through how your business processes map to Microsoft CRM. Sample flowchart of sales processes. Sample flowchart of service processes. A worksheet to collect all the business data required to configure Microsoft CRM. A worksheet for tracking customization changes. A worksheet for summarizing needed workflow rules.
2-1
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
2-2
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 organizations sales, marketing and service functions.
2-3
2-4
Chapter 3 Managing Implementation
C H A P T E R
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
Project Plan Rapid (.xls) Project Plan (.xls) Assessing Implementation Capacity (.doc) Estimating Implementation Time (.doc) Project Scope (.doc)
Description
Microsoft Excel worksheet for creating the implementation schedule for rapid implementations. Microsoft Excel worksheet for creating the implementation schedule for measured implementations. Questions to help you determine whether your organization has sufficient resources for implementing Microsoft CRM, or whether a consultant is required. Guidelines for determining how long an implementation is likely to take. 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. Guidelines for when a rapid implementation is appropriate. Sample form to use for people testing Microsoft CRM before deployment. Checklist for tasks that must be finished before you deploy Microsoft CRM. Form for documenting server and network configuration. Checklist of all areas that need owners, to guarantee that Microsoft CRM continues to work well after the implementation. Agenda for a project review meeting to be held as soon as Microsoft CRM is deployed.
Rapid Implementation Guidelines (.doc) Test Case Template (.doc) Go Live Checklist (.doc) Server Tracking Form (.doc) Responsibility Checklist (.doc)
Project Review Survey (.doc)
3-1
Project status tools Tool

Project Status (.doc) Weekly Summary (.xls)
Description
Sample project status form that you can use to report on status. Sample weekly log sheet.
Change management tools Tool

Scope Change Log (.doc) Scope Change Request Form (.doc)
Description
Sample scope change form that you can use to track scope changes. Sample scope change request form that business managers can use to request scope changes.
Implementation Phases Overview

A successful implementation of Microsoft CRM involves several phases:
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.
3-2
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-oninvestment (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 include Microsoft Windows security, client/server networks, database administration, and Web technology.
3-3
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. 3-4 Test the system g. Get pilot group to use product
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 youd 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

Tasks include: 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. Prepare and deliver report design changes. If data migration is required, prepare an initial data migration plan. 3-5
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. Sales manager training should include managing sales quota tracking. 3-6
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.
3-7
Development Phase Tasks

This phase can include any or all of the following activities, depending on your implementation plan:
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.
3-8
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
Observe users as they begin using Microsoft CRM to see if additional changes are necessary.
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.
3-9
3-10
Chapter 4 Planning Installation
C H A P T E R
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
Chapter 5: Hardware and Software Requirements
Purpose
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. Read this chapter to verify that your Active Directory meets Microsoft CRM requirements, or if you need to set up an Active Directory. Read this chapter only if you are currently running Windows NT 4.0 and Exchange 5.5. Read this chapter only if you are planning a mixed network.
Chapter 6: Planning Microsoft CRM and Active Directory Chapter 7: Migrating to Active Directory Chapter 8: Planning Microsoft CRM in a Mixed Windows NT and Active Directory Network Chapter 9: Planning Microsoft SQL Server Installation and Configuration Chapter 10: Planning Microsoft CRM and Microsoft CRM Exchange Server Chapter 11: Planning the Security of Your Microsoft CRM System
Read this chapter whether you have an existing Microsoft SQL Server or are installing Microsoft SQL Server specifically for use with Microsoft CRM. Read this chapter to understand how Microsoft CRM interacts with Microsoft Exchange. Read this chapter to review the security of your network, and to understand Microsoft CRM-specific security issues.
4-1
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
Chapter 12: Installing on Windows 2000 Server Chapter 13: Installing on Windows Server 2003 Chapter 14: Installing on Windows Small Business Server 2003
Purpose
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. 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. 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. 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. 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. 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. Installing the sample database is optional. This chapter includes instructions for installing Microsoft CRM using the command line.
Chapter 15: Install Microsoft CRM
Chapter 16: Installing Microsoft CRM Clients for Microsoft Office Outlook Chapter 17: Installing the Microsoft CRM-Exchange E-Mail Router Chapter 18: Installing the Sample Database Chapter 19: 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.
4-2
Chapter 5 Hardware and Software Requirements
C H A P T E R
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) The hardware recommendations for a Microsoft CRM Server computer are listed later in this section. 5-1
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 supported 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 Microsoft Windows XP Professional or Windows 2000 Professional Microsoft Office 2003 Microsoft CRM Web Client (using Microsoft Internet Explorer 6 SP1) Microsoft CRM 3.0 client for Microsoft Office Outlook
Client Computers
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
5-2
Microsoft CRM Server Software Requirements

The following table shows the software requirements for Microsoft CRM Server. Component
Operating System
Windows 2000 Server

Microsoft Windows 2000 Server Microsoft Windows 2000 Advanced Server All with the latest service pack
Windows Server 2003

Microsoft Windows Server 2003 Standard Edition Microsoft Windows Server 2003 Enterprise Edition Microsoft Windows Server 2003, Web Edition All with the latest service pack Installed and service started Version 6.0 (included with Windows Server 2003) Version 2.8 (included with Windows Server 2003) Version 4.0 with Service Pack 2 (installed during Microsoft CRM Server installation) Installed during Microsoft CRM Server installation
Indexing Service Internet Information Services (IIS) Microsoft Data Access Components (MDAC) Microsoft XML Core Services (MSXML) Microsoft .NET Framework 1.1
Installed and service started Version 5.0 (included with Windows 2000 Server) or later Version 2.71a Version 4.0 with Service Pack 2 (installed during Microsoft CRM Server installation) Installed during Microsoft CRM Server installation
Note Microsoft .NET Framework 2.0 is not supported with the Microsoft CRM client for Outlook. Microsoft .NET Framework can be installed, but it cannot be configured as the .NET Framework version for the Microsoft CRM client for Outlook. To configure the Microsoft .NET Framework version, follow these steps: 1. Log on to the Microsoft CRM client for Outlook. 2. Click Start, point to Programs, point to Administrative Tools, and then click Microsoft .NET Framework 1.1 Configuration. 3. In the .NET Configuration 1.1 dialog box, click Applications, and then click Add an Application to Configure. 4. In the Configure an Application dialog box, click Other. 5. In the Add an Application dialog box, locate the Outlook.exe file, and then double-click the file. By default, the Outlook.exe file is in the following directory: C:\Program Files \Microsoft Office\Office11 6. Restart Microsoft Outlook. The computer that is running Microsoft CRM Server must also have access to computers in the same Active Directory domain that are running: Microsoft SQL Server 2000 service pack 4 and the latest updates. Microsoft Exchange Server 2003 or Microsoft Exchange 2000 Server with the latest service pack.
Microsoft CRM Server Small Business Edition is designed for Microsoft Small Business Server, on which Microsoft CRM Server can coexist on the same computer as both SQL Server and Exchange Server. When you use Microsoft Windows 2000 Server or Windows Server 2003, you can combine Microsoft CRM Server on the same computer as either SQL Server or Exchange Server, but we do not recommend these configurations.
5-3
Microsoft CRM Web Application Software Requirements

Microsoft CRM Server is accessed through a client. This client is either Microsoft Internet Explorer or Microsoft Outlook. To use Internet Explorer, you must have the following: Microsoft Windows 98, Microsoft Windows 98 Second Edition, Microsoft Windows Millennium Edition, Microsoft Windows 2000 (Server or Professional) with service pack 4, Microsoft Windows XP Professional with service pack 1, or Windows Server 2003 (Web, Standard, or Enterprise) Microsoft Internet Explorer 6 SP1
Microsoft CRM 3.0 Client for Microsoft Office Outlook Requirements

There are two Microsoft CRM clients for Outlook: Microsoft CRM 3.0 Desktop client for Microsoft Office Outlook. Install this client on workstations, including computers that are shared by several users, that do not go offline and have a connection to the local area network. Microsoft CRM 3.0 Laptop client for Microsoft Office Outlook. Install this client on computers that go offline.
Hardware
The Microsoft CRM client for Outlook requires the following hardware configuration: Computer/processor: Intel Pentium III or compatible CPU Memory: 256 megabytes (MB) of RAM. Recommended: 1 GB
Software
Both Microsoft CRM clients for Outlook require: Windows 2000 Professional with SP4 or Windows XP Professional with SP1 (Service Pack 2 is supported but not required) Microsoft Office 2003 Editions with SP1 OR Microsoft Office XP (2002) with SP3 Microsoft Internet Explorer 6 SP1 Microsoft .NET Framework 1.1 Windows Indexing Service (for only the Microsoft CRM laptop client for Outlook) Microsoft SQL Server 2000 Desktop Engine (MSDE) (for only the Microsoft CRM laptop client for Outlook) Both clients cannot be installed and cannot co-exist on the same computer at the same time. You can install the Microsoft CRM laptop client for Outlook for only an individual user. To switch from one client to the other on the same computer, you must uninstall the client you do not want and install the client that you want to use. The Microsoft CRM desktop client for Outlook allows multiple users. However, each person logging on to the client computer must use the same client installation and the computer must be set to only one language configuration.
Although both clients have similar software requirements, there are the following differences:
5-4
Installing Microsoft CRM on a Microsoft Virtual Machine

You can install Microsoft CRM on computers that are running either Microsoft Virtual Server 2005 or Microsoft Virtual PC 2004. However, note the following support conditions: Because of decreased performance do not use Microsoft CRM running on a virtual machine as your main production business environment. Microsoft CRM Support Services will consider Collaboration Requests and hotfix investigations for issues that involve Microsoft CRM and Microsoft Virtual Server 2005 or Microsoft Virtual PC 2004 only in test, development, and demonstration systems.
5-5
Microsoft CRM-Exchange E-Mail Router Requirements

The following is a list of prerequisite software and configuration items that must be installed before installing the Router: Microsoft Windows 2000 Server (or Advanced Server) with service pack 4, or Windows Server 2003 (Web, Standard, or Enterprise). Also install the following applications: Microsoft Exchange Server 2000 or Microsoft Exchange Server 2003. Microsoft CRM Server must be installed and operational. Microsoft Exchange Server must be installed and operational on the computer that the Router is to be installed. The user installing the Router must be a member of the Domain Administrators group and have Local Administrator credentials on the Microsoft Exchange Server. It is required that you log on to the computer where the Router is to be installed as a user that has local administrative privileges on the computer running Microsoft CRM.
The following components are required and are installed during Microsoft CRM-Exchange E-mail Router installation: Microsoft XML Core Services (MSXML) 4.0 with SP2 Microsoft .NET Framework 1.1
Windows Small Business Server 2003 Hardware Requirements

The following table lists the minimum hardware equipment requirements and some recommendations for Windows Small Business Server 2003. We recommend that Small Business Server support up to 25 users, but it can support up to 75 users.
Component
Processor
Requirement
Dual Intel Pentium Xeon PIII 700 MHz or comparable single CPU speeds 512 MB of RAM 8-gigabyte (GB) available hard disk space No modem
Recommendation
Dual 1.8 GHz (Xeon P4) or comparable single CPU speeds
Memory Hard disk Modem
1 GB of RAM or more, depending on the system configuration SCSI hard drives partitioned with RAID 5, depending on the system configuration Two modems, one for Shared Fax Service and one for Remote Access Service, Shared Modem Service, and Internet Security and Acceleration Server dial-up service CD drive 2 Network adapter cards (10/100 megabit Ethernet) Video graphics adapter that is capable of 256 colors and 800 X 600 pixels
CD drive Network Adapter card Video card
CD drive 1 Network adapter card (10/100 megabit Ethernet) Video graphics adapter that is capable of 256 colors and 800 X 600 pixels
Hardware is the most common cause of performance problems in a Small Business Server network. You can optimize the performance of Small Business Server components, especially Exchange Server 2003 and SQL Server 2000, by considering the following: 5-6
Memory (RAM). Additional physical memory is frequently the key to improved performance, especially for Exchange Server 2003. To maximize server performance, increase system RAM. Redundant array of independent disks (RAID) hardware. Using multiple, fast SCSI drives (7200 RPM or faster) and individual SCSI disk controllers can improve input/output processing and read/write times. If you are running SQL Server 2000 or expect heavy file sharing and printing on your Small Business Server network, consider using RAID.
Using Special and Extended Characters

The following table lists the requirements for using special and extended characters in Microsoft CRM components. Special and extended characters include the following: Special characters, including ! @ # $ % ^ & * ( ) - [ ] { }/ \ | ` ~ < > ' " ; : ? , . (period) and <Shift> + <number>. Some language-specific characters. Characters between decimal number 128 and 255 of the ASCII character chart. Requirements Microsoft CRM component
Naming the Microsoft CRM Server computer All Microsoft CRM Server components Some DNS servers are not able to recognize server names that use characters between decimal number 128 and 255 of the ASCII character chart. Special characters / \ | : * ? ' " < > ; - . and empty spaces should not be used: in the folder name or path to the folder where Microsoft CRM components are installed. in the folder name of the Microsoft CRM Web site. All valid characters accepted by Active Directory can be used except the ampersand (&). All special and extended characters can be used in the data stored in Microsoft CRM databases. Special characters / \ | : * ? ' " < > ; - . the underscore character and empty spaces should not be used.
Microsoft CRM user names Microsoft CRM data Naming the computer running Microsoft SQL Server Reporting Services
Planning Server Requirements for Reporting

Using either single server deployment, or multiple server deployment with one Microsoft SQL server for Microsoft CRM and Reporting Services, is adequate for smaller data sets and numbers of users. With larger datasets or number of users, performance will degrade quickly when complex reports are run. There are two approaches you can take: You can move complex reports from being able to be run on demand by any Microsoft CRM user, and schedule them to run at non-busy times. The result can be posted, and users can share the snapshot. The limitation to this approach is that data is retrieved based on the user credentials supplied when the report was scheduled. This means that the snapshot could contain data that specific users should not be able to see. So the report administrator needs to carefully consider the user credentials used to run scheduled reports, and who has access to the snapshots. You can set up multiple replicated Microsoft SQL Servers, with the OLTP SQL server live, and the reporting SQL server using scheduled data replication. This isolates the reporting impacts from the OLTP transactions, while still supporting full user-level data permissions. You can combine these approaches by scheduling reports in this environment, although you need to consider the user credentials and access for the reasons listed above.
5-7
Chapter 6 Planning Microsoft CRM and Active Directory
C H A P T E R
Planning Microsoft CRM and Active Directory

Active Directory directory service is a component of the Microsoft Windows 2000 Server and Microsoft Windows Server 2003 operating systems. Active Directory provides a directory and security structure for network applications such as Microsoft CRM. You can use the Microsoft CRMspecific information provided in this section when you plan your Active Directory implementation.
What Is a Directory?
A directory is an information source or a database. A telephone directory stores information about telephone subscribers. In a file system, the directory stores information about files. In a distributed computing system or a public computer network such as the Internet, there are many things (called objects), such as printers, fax servers, applications, databases, and other users. Users want to find and use these objects. Administrators want to manage how these objects are used. In this document, the terms directory and directory service refer to the directories found in public and private networks. A directory service differs from a directory in that it is both the directory information source and the services making the information available and usable to the users.
Why Have a Directory Service?

A directory service is one of the most important components of a computer system. Users and administrators frequently do not know the exact names of the objects that they are interested in. They may know one or more attributes of the objects and can query the directory to obtain a list of objects that match the attributes, for example, "Find all duplex printers in Building 26." A directory service enables a user to find any object by querying on one of its attributes. A directory service can: Enforce security defined by administrators to help keep information safe from intruders. Distribute a directory across many computers in a network. Replicate a directory to make it available to more users and resistant to failure. Partition a directory into multiple stores in order to store a large number of objects.
A directory service is both a management tool and an end-user tool. As the number of objects in a network grows, a directory service such as Active Directory becomes necessary. The directory service is the hub around large distributed systems .
What Is Active Directory?

Active Directory is the directory service included with Windows 2000 Server and Windows Server 2003. It extends the features of previous Windows-based directory services and adds new features for managing large amounts of information, generating time savings for both administrators and end users. It is designed to work well in any size installation, from a single server that has several hundred objects, to thousands of servers and millions of objects. .
Design Considerations That Are Specific to Microsoft CRM

As with most applications that rely on a directory service, Microsoft CRM has some dependencies that are critical to the operation of the Microsoft CRM system. Microsoft CRM uses Active Directory to store information and to provide application security.
6-1
Active Directory Forests

A forest is a collection of one or more Windows 2000 or Windows Server 2003 domains that share a common schema, configuration, and global catalog and are linked with two-way transitive trusts. The forest is the highest-level container in Active Directory. A fundamental Active Directory design consideration is the number of Active Directory forests in your organization. Most small to medium organizations assume there will be a single forest. This assumption is ordinarily correct, but the number of forests that your organization requires should not be assumed. As a first step in the design process, the Active Directory architect and project manager must determine how many forests an organization requires. Because it is the simplest model to administer, you should strive for a single forest design for your organization. However, a single forest deployment has several constraints, and not every organization can choose this model. For example, individuals who currently manage the IT infrastructure for autonomous divisions within the organization may want to assume the role of forest owner and proceed with their own forest designs. However, in other situations, potential forest owners may choose to merge their autonomous divisions into a single forest to reduce the cost of designing and operating their own Active Directory or to make resource sharing easier. For more information about how to determine the number of forests for your organization, see Best Practice Active Directory Design for Managing Windows Networks. (http://go.microsoft.com/fwlink/?LinkId=51845) If your organization has multiple Active Directory forests, and the Microsoft CRM users will be spread throughout each forest, pay attention to the trusts between forests. The Active Directory native-mode domain that hosts Microsoft CRM must have an explicit trust to the domains in each forest that contain Microsoft CRM users. There is also a specific configuration requirement with Microsoft Exchange 2000 Server or Exchange Server 2003, because both versions of Exchange create organizations that cannot span forests, and Microsoft CRM is specific to a single Exchange organization.
Active Directory Domains

The number of domains that your organization has depends on a series of business and technical requirements that are outside the scope of Microsoft CRM. Before you deploy Microsoft CRM across your organization it is important that you understand the limitations of Microsoft CRM for users who are in an Active Directory mixed-mode domain. The starting point for every Active Directory forest design is to have a single domain. Multiple domains should be defined only when business or technical requirements make it necessary. Most of the time, a single domain is the easiest to manage and requires the fewest domain controllers.
6-2
Planning native mode Some organizations may have complex domain topologies. Domains can be spread across several locations and separated by varying network connection speeds. A common domain topology is to have an empty Active Directory root domain that contains the Enterprise Administrators groups and nothing else. The child domains of the root domain may contain users and computers from different business units, physical locations, or subsidiaries, depending on the technical and business requirements of your organization. The following figure shows an example of a complex domain topology.
6-3
Complex Active Directory domain topology Microsoft CRM will work in this kind of Active Directory environment, but there are some limitations. In Active Directory forests that are made up of several domains, you can switch each domain to native mode when all the Windows NT 4.0 BDCs have been upgraded or have been replaced by Active Directory domain controllers. For Microsoft CRM, you need only one domain in native mode. The Microsoft CRM server and SQL Server must be in that domain. For more information about Windows 2000 mixed and native mode, see Chapter 2, "Domain Upgrade," (http://go.microsoft.com/fwlink/?LinkId=51849) of the Domain Migration Cookbook.
Namespace
A namespace is a set of unique names for resources or items used in a shared computing environment. Namespaces can be found in most systemsnetwork operating systems, software tools, directories, Domain Name System (DNS), messaging systems, database systems, and so on. The names in a namespace can be resolved to the objects that they represent. For DNS, the namespace is the vertical or hierarchical structure of the domain name tree. For example, each domain label, such as host1, used in a fully qualified domain name (FQDN), such as host1.crm.adventure-works.com, indicates a CRM domain in the domain namespace tree. Although there are no Microsoft CRMspecific requirements for the Active Directory namespace, the namespace is an important consideration when planning Active Directory. For more information about namespace and namespace design, see Chapter 4, "Active Directory Design," (http://go.microsoft.com/fwlink/?LinkId=51924) of the Exchange 2000 Server Resource Kit.
6-4
DNS
The resolution of names through DNS is central to the operation of Windows 2000 Server or Windows Server 2003, Active Directory, Exchange 2000 Server or Exchange Server 2003, and Microsoft CRM. Without correct name resolution, users cannot locate resources on the network. This includes Microsoft CRM servers. When you design the DNS namespace, it is very important to plan for Active Directory and to make sure that the larger namespace that exists on the Internet does not conflict with a company's internal namespace. The recommended approach to DNS design is to design the Active Directory environment first and then support that design with the DNS structure. However, the DNS namespace might already be in place. In such a configuration, you should design the Active Directory environment independently and then implement it either as a separate namespace or as a subdomain of the existing namespace. If the namespace that you choose already exists on the Internet, it could cause name resolution problems for internal clients. Consider the following when you plan the DNS namespace: Identify the DNS namespace that you will be using for your domain. Identify the name that your company has registered for use on the Internet (for example, adventure-works.com). If your company does not have a registered name, but you will be connected to the Internet, you may want to register a name on the Internet. Use different internal and external namespaces. Internally, you could use company.tld or a subdomain of the external name, such as corp.adventure-works.com. The subdomain structure could be useful if you already have an existing DNS namespace. Different locations or departments can be named with different subdomains to ease administration, such as <nameone>.adventure-works.com or <nametwo>.adventure-works.com. Make Active Directory child domains immediately subordinate to their parent domains in the DNS namespace. You can choose to create subdomains for departments or locations within your company. For example, leveltwo.levelone.corp.adventure-works.com. Put internal and external names on separate servers. External servers should include only those names that you want to be visible to the Internet. Internal servers should contain names that are for internal use. You can set your internal DNS servers to forward to external servers all requests that they cannot resolve. Different types of clients require different kinds of name resolution. Web proxy clients, for example, do not require external name resolution because the proxy server does this on their behalf. Do not overlap internal and external namespaces. Most of the time, the result of overlapping is that computers cannot locate resources because they receive incorrect Internet Protocol (IP) addresses from DNS. This is specifically a concern when network address translation is involved and the external IP address is in an unreachable range for internal clients. When you run the Active Directory Installation Wizard (Dcpromo.exe), configure a DNS server on the local computer and configure the forward lookup zones. The wizard examines the Transmission Control Protocol/Internet Protocol (TCP/IP) configuration on the computer and determines whether the computer is configured to use any DNS servers. If it is, the wizard queries the root servers. If the computer is not configured to use any DNS servers, the wizard queries the Internet root servers. If it cannot contact any root servers, the Active Directory Installation Wizard configures the local computer as a root server and creates the "." (root domain) zone. Make sure that you do not create root servers unintentionally. The Active Directory Installation Wizard can create root servers. This results in internal clients being able to reach external clients or parent domains. If the "." zone exists, a root server has been created. You may have to remove this for name resolution to work. Note DNS is a critical component of Active Directory and, therefore, Microsoft CRM. DNS problems will cause Active Directory problems that can affect all users, including Microsoft CRM users. In an environment that uses Active Directory, you must plan and deploy DNS very carefully. For information about Windows 2000 DNS, see the Windows 2000 Domain Name System Center (http://go.microsoft.com/fwlink/?LinkId=51879 ).
6-5
For information about integrating Active Directory, see the TechNet article, "Integrating Active Directory with an Existing DNS Structure (http://go.microsoft.com/fwlink/?LinkId=51925)," For non-Microsoft-specific DNS information, see the book DNS and BIND (Liu, Cricket, Paul Albitz, and Mike Loukides (editor). DNS and BIND. Third Edition. O'Reilly and Associates, 1998.).
Active Directory Site Design

Your site topology significantly affects the performance of the network and the ability of users to access network resources such as Microsoft CRM servers. Active Directory sites are used by Active Directory to reflect the physical topology of the network. Where users and applications go for directory information is based on the site they are in. Active Directory also uses Active Directory sites to build a directory replication topology so that Active Directory can replicate efficiently. Before you start to design your site topology, become familiar with the following concepts, terms, and network topologies that organizations commonly use.
Routing Replication
Active Directory uses a multi-master, store-and-forward method of replication. A domain controller communicates directory changes to a second domain controller, which then communicates to a third, and so on, until all domain controllers have received the change. To achieve the balance between reducing replication latency and reducing traffic, site topology controls Active Directory replication by distinguishing between replication that occurs within a site and replication that occurs between sites. Within sites, replication is optimized for speeddata updates trigger replication, and then the data is sent without the overhead required by data compression. Conversely, replication between sites is compressed to minimize the cost of transmission over wide area network (WAN) links. When replication occurs between sites, a single domain controller per domain at each site collects and stores the directory changes and communicates them at a scheduled time to a domain controller in another site.
Client Affinity
Active Directory clients locate domain controllers according to their site affiliations. A client locates a domain controller within the same site whenever possible. By finding a domain controller within the same site, the client avoids communications over WAN links. If no domain controllers are present at the client site to authenticate the user request, the client computer uses the Net Logon service to locate the domain controller that is closest to the requesting computer. This domain controller determines whether the site link cost between the client computer and the domain controller is low relative to other connected sites, according to the current replication topology. Designing the site topology helps you efficiently direct client queries and Active Directory replication traffic. A well-designed site topology helps your organization: Schedule replication to enable locations with slow or dial-up network links to replicate Active Directory data during off-peak hours. Minimize the cost of replicating Active Directory data. Minimize the administrative efforts required to maintain the site topology.
The site topology is a logical representation of your physical network. Before you start to design your site topology, you must have your physical network structure in place. Also, you must design your Active Directory logical structure, including the administrative hierarchy, forest plan, and domain plan for each forest. You must also make sure that you have established your DNS infrastructure. After you complete your site topology design, you must verify that your domain controllers meet the hardware requirements for Windows 2000 Server or Windows Server 2003. You must also determine the appropriate number of domain controllers for each domain that is represented in each site. Designing a site topology includes determining what locations require domain controllers, and what sites, site links, and site link bridges you must create. The following figure illustrates the site topology design process.
6-6
Site topology design process For more information about Active Directory site design and domain controller placement, see the white paper Designing the Site Topology (http://go.microsoft.com/fwlink/?LinkId=51926). This information and the information in the following documents will help you in determining where Active Directory sites should exist in your organization: For more information about domain controller sizing, see the white paper Sizing Guidelines for Windows 2000 Domain Controller and Global Catalog Server (http://go.microsoft.com/fwlink/?LinkId=51927). For more information about the Active Directory Sizer Tool, see "Windows 2000 Active Directory Sizer Tool (http://go.microsoft.com/fwlink/?LinkId=51928)."
Domain Controller Sizing and Placement

Determining domain controller sizing and placement is at the heart of the physical Active Directory design. Consider the following when determining domain controller size and placement: Network bandwidth, user location, and availability requirements will help determine where site lines are drawn. The number of users and applications will help determine the size and number of domain controllers in each site.
6-7
Microsoft CRM servers use domain controllers to access Active Directory. The Microsoft CRM server contacts DNS and locates a domain controller in the same Active Directory site in which the Microsoft CRM server is located. If no domain controller is available, or none exists in the same site as the server, another domain controller outside the site will be chosen at random. For that reason, we recommend that you put at least one domain controller from the domain that the Microsoft CRM server is a member of in the same site as each Microsoft CRM server. We also recommend that the domain controller be on the same physical network segment as the server. The number of domain controllers that are required for a Microsoft CRM server depends on several factors, such as other application loads, domain controller hardware, and number of users. You should monitor domain controller performance and add more domain controllers if performance becomes an issue. For more information about how to plan for domain controller capacity, see the white paper Planning Domain Controller Capacity (http://go.microsoft.com/fwlink/?LinkId=51929). To prevent conflicting updates in Windows 2000 or Windows Server 2003, the Active Directory performs updates to certain objects in a single-master manner. In a single-master model, only one DC in the directory is allowed to process updates. This is similar to the role given to a primary domain controller (PDC) in earlier versions of Windows (such as Microsoft Windows NT 3.51 and 4.0), in which the PDC is responsible for processing all updates in a particular domain.
Flexible Single Master of Operation Roles

Active Directory is a multi-master directory. Certain roles within Active Directory do not work well in a multimaster role. To avoid problems with these roles, Windows 2000 and Windows Server 2003 use a singlemaster model for select Active Directory services. Active Directory extends the single-master model found in earlier versions of Windows to include multiple roles, and the ability to transfer roles to any domain controller in the enterprise. Because an Active Directory role is not bound to a single domain controller, it is referred to as a Flexible Single Master Operation (FSMO) role. Windows 2000 and Windows Server 2003 have five Master Operation roles: Schema master Domain naming master RID master PDC emulator Infrastructure daemon
Where these roles are located in the network will depend on several factors and should be considered during the planning process. For more information about FSMO placement, see FSMO placement and optimization on Active Directory domain controllers (http://go.microsoft.com/fwlink/?LinkId=51930).
Global Catalog Servers

A global catalog server is a domain controller that stores a full replica of one domain directory partition (the domain in which the global catalog is located) and a partial replica of every other domain directory partition in the forest. To make objects from all domains available from any domain in the forest, you replicate to the global catalog the attributes of each object that are most likely to be used to search for the object. Position global catalog servers locally if: A frequently used application in the site uses port 3268 to resolve global catalog queries. A site contains more than 100 users. Note Certain applications, such as Exchange 2003, make extensive use of global catalog servers regardless of the number of domains in the forest. Therefore, if you have a single domain in your forest, consider making all domain controllers into global catalog servers. Microsoft CRM uses global catalog servers to access Active Directory. The Microsoft CRM server contacts DNS and locates a global catalog in the same Active Directory site in which the Microsoft CRM server is located. If no global catalog server is available or none exists in the same site as the Microsoft CRM server, 6-8
another global catalog server outside the site will be chosen at random. For that reason, we recommend that you put at least one global catalog server in the same site as each Microsoft CRM server. We also recommend that the global catalog server be on the same physical network segment as the Microsoft CRM server. These global catalog recommendations are similar to the domain controller recommendations. If you locate a domain controller from a domain that hosts Microsoft CRM in the same Active Directory site as the Microsoft CRM server, you may consider making that domain controller a global catalog server if none already exists in the Active Directory site. This way, both a domain controller from the domain that hosts Microsoft CRM and a global catalog server will be in the same Active Directory site as the Microsoft CRM server. The following figure shows an example of global catalog server placement. (GC stands for global catalog in this figure.)
Planning global catalog server placement For more information about global catalog server sizing and placement, see the white paper Designing the Site Topology (http://go.microsoft.com/fwlink/?LinkId=51931).
Other Server Placement

How Microsoft CRM fits into your existing Active Directory topology is determined by many factors, most of which have been mentioned earlier in this document. Many organizations have a primary domain where 6-9
application servers are located for specific groups of users. In that case, Microsoft CRM and its supporting services should be located in the same Active Directory domain that hosts other services and the greatest number of Microsoft CRM users. When you choose where to physically locate the Microsoft CRM servers, consider the communication that goes on between each server and the location of Microsoft CRM users. In an organization that is distributed across two or more physical locations connected by a WAN, we recommend that you locate the Microsoft CRM server near the computer that is running SQL Server, instead of near the users. If you have a choice, users should access the Microsoft CRM server from across the network and the Microsoft CRM server should access SQL Server on the same physical segment. This way, if there is a communication failure between networks, the client connection to the Microsoft CRM server that fails instead of the network connection between the Microsoft CRM server and SQL Server. Placement of the Microsoft CRM-Exchange E-Mail Router (the Router) in relation to the Microsoft CRM server is not as critical as that of SQL Server. However, the closer the Router is positioned to the Microsoft CRM server, the less likely it is that a network communications problem will hinder a Microsoft CRM communication to the Router.
Microsoft CRM Server Placement

The Microsoft CRM server and the computer that is running SQL Server should also be on the same local area network (LAN) because of the amount of network traffic passed between them. The same is true with Active Directory. The Microsoft CRM server and Active Directory domain controller should be on the same LAN to assure efficient Active Directory access to Microsoft CRM. The following figure shows an example of server placement.
6-10
Microsoft CRM Server Placement
Exchange Server Placement

Where Exchange servers are located in your organization depends on the requirements defined by Exchange 2000 Server or Exchange Server 2003 and your messaging environment. Generally, Microsoft CRM does not affect the placement of Exchange Server. The Router component must be installed on all Exchange servers that also contain a Microsoft CRM mailbox. For more information, see Chapter 10, Planning Microsoft CRM and Microsoft Exchange Server.
Microsoft SQL Server and Active Directory Domain Controller Placement

Microsoft CRM stores all customer relationship management (CRM) data in a SQL Server database. It is important that the location of the computer that is running SQL Server is near the Microsoft CRM server. This 6-11
means there should be a high-speed, permanent network connection between the Microsoft CRM server and the computer that is running SQL Server. A network communications failure between the computers that are running Microsoft CRM Server and SQL Server can result in data loss and service being unavailable. The same is true for Active Directory. Microsoft CRM depends on Active Directory for security information. If communication with Active Directory is lost, Microsoft CRM will not function correctly. If communication with Active Directory is inefficient, Microsoft CRM performance will be affected. Therefore, it is important to put an Active Directory domain controller on the same high-speed, permanent network connection as computers that are running Microsoft CRM and SQL Server.
Additional Tasks Required when Microsoft CRM is Deployed in a Native Mode Domain and Some Users are in a Mixed Mode Domain
This procedure should be followed only if: 1. Microsoft CRM and Reporting Services are deployed in a domain that is a Windows 2000 or 2003 Native Mode domain 2. Microsoft CRM is set up to use Pre-Created Existing System Groups with the Active Directory type Universal Security 3. Some Microsoft CRM users exist in a mixed mode trusted domain. Create domain local security group containing users from mixed mode trusted domain 1. On the Microsoft CRM Server, open Active Directory Users and Computers. 2. Create a Domain Local Security Group called MixedModeCRMUsers in the Microsoft CRM domain. 3. Add all Microsoft CRM users from trusted mixed mode domains to this group. 4. Assigned the Browser for Microsoft CRM role to the MixedModeCRMUsers group 5. Add Login to CRM DB SQL Server for MixedModeCRMUsers and give it identical permissions than the ReportingGroup over the MSCRM DB.
6-12
Chapter 7 Migrate to Active Directory
C H A P T E R
Migrate to Windows 2000 Server or Windows Server 2003 and Active Directory
Because Microsoft CRM requires Active Directory, you may choose to migrate or upgrade your existing Microsoft Windows NT 4.0 and Microsoft Exchange Server 5.5 environments to Microsoft Windows 2000 or Microsoft Windows Server 2003 and Microsoft Exchange 2000 Server or Microsoft Exchange Server 2003 before you deploy Microsoft CRM. If you are currently running Windows NT 4.0 and Exchange 5.5 and plan to upgrade, this section provides some useful guidelines for starting this process and including Microsoft CRM in your planning. A variety of information is available about how to plan and deploy Active Directory and how to upgrade Exchange. For more information, see Additional Resources for Active Directory and Exchange, at the end of this section.
General Approaches to Active Directory Upgrade and Migration

Windows 2000 Server and Windows Server 2003 with Active Directory usable by a variety of environments, from the small office to the large enterprise. Here is a brief overview of the most common migration strategies. Note For detailed information about each of these migration strategies, see the Microsoft TechNet article, "Windows 2000 Server Active Directory Deploy (http://go.microsoft.com/fwlink/?LinkId=51871). There are two general approaches to migrating from a Windows NT 4.0 domain topology to Windows 2000 or Windows Server 2003 and Active Directory: Domain upgrade. Also known as an "in-place upgrade" or "upgrade." In this approach, you upgrade the primary domain controller (PDC) and the backup domain controllers (BDCs) of a Windows NT domain from Windows NT Server to Windows 2000 Server or Windows Server 2003. Domain restructure. Also known as "domain consolidation." This involves a complete redesign of the domain structure, which creates fewer, larger domains.
When you decide whether to perform an upgrade or a restructure, consider that the two are not mutually exclusive; your organization might choose to upgrade first and then restructure, or you could opt to restructure from the start. The approach that you take primarily depends on the final Active Directory architecture that you determine will meet the requirements of your organization. Both processes require thorough preparation before you implement your choice.
Choose a Migration Path

In large part, your Active Directory design (see the "Planning Microsoft CRM and Active Directory" section) should determine the migration path that you choose. If you have a single Windows NT 4.0 domain, and your Active Directory design requires a single Windows 2000 or Windows Server 2003 domain, your migration path will likely be a domain upgrade. Alternatively, if you have a multi-master Windows NT 4.0 domain topology, and your Active Directory topology requires two forests, each with one domain, your migration path will likely be a domain restructure. (A forest is a collection of one or more Windows 2000 Server or Windows Server 2003 domains that share a common schema, configuration, and global catalog and are linked with two-way transitive trusts.) The following figure outlines the steps and some of the decisions for migrating to Windows 2000 or Windows Server 2003.
7-1
Planning migration to Active Directory Domain upgrade is a process that maintains as much of your current environment as possible, including your existing domain structure. Domain restructuring, on the other hand, is a process that allows you to redesign your domain structure to meet the needs of your organization. Although domain restructure can result in any number of outcomes, typically the result is some rationalization of the current domain structure with fewer larger domains.
Domain Upgrade
After you have considered your domain migration issues and created a plan for resolving any problems that might occur, you are ready to start planning the actual upgrade process. Note You must complete the design of the Windows 2000 or Windows Server 2003 forest before you plan an upgrade. For information about designing this forest, see Chapter 9, 7-2
"Designing the Active Directory Structure (http://go.microsoft.com/fwlink/?LinkId=51872), of the Windows 2000 Server Deployment Planning Guide. Upgrading is the migration route with the least amount of risk, because an upgrade retains most of your system settings, preferences, and application installations. Windows 2000 Server and Windows Server 2003 provide full interoperability even in mixed networks. Therefore, you do not have to upgrade all domain servers to take advantage of Windows 2000 or Windows Server 2003 features. Think of the upgrade to your PDC as the first stage in the process; you will gain added, incremental benefits by then upgrading your BDCs and, finally, your member servers. However, if you plan to use Microsoft CRM in your upgraded environment, it has to exist within a Windows 2000 Server or Windows Server 2003 native-mode domain. For more information, see the Planning Microsoft CRM and Active Directory section. A migration that involves an upgrade of an operating system instead of a new installation will let you maintain the existing domain structure, users, and groupsand also enable Windows 2000 Server or Windows Server 2003 features. After you complete your upgrade and have access to advanced Windows 2000 Server or Windows Server 2003 management tools and features, you might want to consider restructuring your domains. Restructuring is discussed later in this section. A domain upgrade maintains: Access to Windows NT domains through existing Windows NT trust relationships. Access to Windows NT servers and Windows 95 and Windows 98 clients. This access is transparent to clients. User account passwords, which allows users to log on to the same account domains using the same passwords. Determine which upgrade paths are supported. Examine your existing domain structure. Develop a recovery plan. Determine the order for upgrading domains. Determine your strategy for upgrading domain controllers. Determine when to switch to native mode.
When you plan an upgrade, you must:
One of the major disadvantages of a domain upgrade is that the PDC, and in some cases the BDCs, inherit Windows NT 4.0 items because you have simply upgraded the computer instead of performing a clean installation of Windows 2000 Server or Windows Server 2003. To perform a domain upgrade on the PDC without inheriting Windows NT 4.0 items, perform the following tasks: Upgrade to Windows 2000 Server or Windows Server 2003 and Active Directory. Confirm that the upgrade was successful and that Active Directory is performing as expected. Install a second domain controller into the Active Directory domain. Move all the flexible single master of operations (FSMOs) from the upgraded PDC to the new domain controller. Take the upgraded Windows 2000 Server or Windows Server 2003 out of the domain and reinstall Windows 2000 Server or Windows Server 2003. Add the computer that is running the new installation of Windows 2000 or Windows Server 2003 to the domain and install Active Directory.
After you complete the upgrade of the PDC, you can upgrade the BDCs as planned. The Active Directory domain will remain in mixed mode. Microsoft CRM 3.0 will function in a mixed mode domain. Although Microsoft CRM does not require it, you can switch the domain to native mode, as shown in the following figure.
7-3
Planning domain mode For more information about the domain upgrade process, see "Upgrading a Windows NT Domain to Windows 2000 Active Directory (http://go.microsoft.com/fwlink/?LinkId=51954).
Domain Restructure
Domain upgrade lets you preserve much of your current environment, including your domain structure. But domain restructure allows you to redesign the forest according to the needs of your organization. Windows 2000 or Windows Server 2003 provides native functionality to allow you to restructure your domain as follows: You can move security principals from one domain to another while maintaining access to resources available before the move. You can move domain controllers from one domain to another without having to completely reinstall the operating system.
To assist in your domain migration, Microsoft has created Domain Migration Basic Utilities. These utilities are a set of Component Object Model (COM) objects and sample scripts designed to form the basis of customeradapted administration utilities and to support many domain migration examples that Microsoft has documented and tested. They are available in Domain Migration Tools (http://go.microsoft.com/fwlink/?LinkId=53205).
Determine when to restructure domains

Depending on your migration plan, you might choose to restructure your domains immediately after an upgrade, in place of an upgrade, or as a general domain redesign sometime in the future. The following sections describe these three options.
After an upgrade
The most common time to restructure your domain is after an upgrade. The upgrade has already addressed the less-complex migration situations, such as groups of domains in which the trust structure is essentially correct and in which there are no administrative issues.
Instead of upgrade
Perhaps your current domain structure cannot be upgraded or you do not want to jeopardize the stability of the current production environment during migration. In either case, the best migration path might be to design and build a new Active Directory forest, or use a test or evaluation Active Directory forest that is isolated from the current production environment. This ensures that the business can carry on normally during testing and evaluation of Active Directory operation, and that the test system may eventually become the production system. After you have built the test system, you can start to restructure the domain by migrating a small number of users, groups, and resources. When you have completed this successfully, transition the test system to the production system. Finally, make the test system the production environment, decommission the old domain structure, and redeploy the remaining resources.
7-4
After a migration
If you have already migrated, you can restructure your domain as part of a general redesign in a pure Windows 2000 Server or Windows Server 2003 environment. This can occur over a period of time (months to a year or more).
Additional Resources for Active Directory and Exchange

For more information about how to plan and deploy Active Directory, see: Migrating Windows NT Server 4.0 Domains to Windows Server 2003 Active Directory (http://go.microsoft.com/fwlink/?LinkId=51955) white paper Active Directory Architecture (http://go.microsoft.com/fwlink/?LinkId=51956) Windows 2000 Planning and Deployment (http://go.microsoft.com/fwlink/?LinkId=51957) Migrating from UNIX to Windows Server 2003 (http://go.microsoft.com/fwlink/?LinkId=51958) Chapter 4, "Active Directory Design," (http://go.microsoft.com/fwlink/?LinkId=51959)in the Exchange 2000 Server Resource Kit Windows 2000 Step-by-Step Guides (http://go.microsoft.com/fwlink/?LinkId=51960) Implementing and Administering Microsoft Windows 2000 Directory Services (http://go.microsoft.com/fwlink/?LinkId=51961)(instructor-led course)
Information about Upgrading Exchange

Migrating from Exchange 5.5 to Exchange 2000 or Exchange 2003 is a project that usually follows a migration or upgrade from Windows NT 4.0 to Windows 2000 or Windows Server 2003 and Active Directory. This is because Exchange 2000 and Exchange 2003 rely on Active Directory. If Exchange 2000 or Exchange 2003 and Exchange 5.5 are to coexist for a period of time during the migration, Active Directory and the Exchange 5.5 directory must integrate so that Exchange 2000 or Exchange 2003 servers, which use Active Directory, can communicate with Exchange 5.5 servers, which use the Exchange 5.5 directory. Configuring directory integration between these two directories is less complex if the Windows NT 4.0 accounts have been upgraded to Active Directory. For more information about how to upgrade from Exchange 5.5 to Exchange 2000 or Exchange 2003, see: A guide to upgrading from Exchange Server 5.5 to Exchange 2000 Server, Exchange 2000 in Six Steps (http://go.microsoft.com/fwlink/?LinkId=51962) white paper Exchange 2003 Deployment Guide (http://go.microsoft.com/fwlink/?LinkId=51963) "ADC Installation Requirements" (http://go.microsoft.com/fwlink/?LinkId=51964) "Installing the ADC on a Windows 2000 Domain Controller That Also Runs Exchange Server" (http://go.microsoft.com/fwlink/?LinkId=51965) Chapter 20, "Synchronizing Active Directory with Exchange Server Directory Service," (http://go.microsoft.com/fwlink/?LinkId=51966) in the Windows 2000 Server Deployment Planning Guide Support WebCast: Introduction to the Active Directory Connector May 11, 2000 (http://go.microsoft.com/fwlink/?LinkId=51967) "A comparison of the migration methods for migrating from Exchange Server 5.5 to Exchange Server 2003 or to Exchange 2000 Server" (http://go.microsoft.com/fwlink/?LinkId=51968) Chapter 16, "Upgrading and Coexisting," in Exchange 2000 Server Planning and Installation, a printed book included with Microsoft Exchange 2000 Server Chapter 17, "Migrating to Exchange," in Exchange 2000 Server Planning and Installation, the printed book included with Microsoft Exchange 2000 Server
7-5
In-Place Upgrade from Microsoft Exchange 5.5 to Microsoft Exchange 2000 white paper (http://go.microsoft.com/fwlink/?LinkId=51969) Migrating Mailboxes from Exchange 5.5 to Exchange 2000 (http://go.microsoft.com/fwlink/?LinkId=51971) white paper
7-6
Chapter 8 Planning Microsoft CRM in a Mixed Windows NT and Active Directory Network
C H A P T E R
Planning Microsoft CRM and a Mixed Windows NT 4.0 and Active Directory Network
Microsoft CRM 3.0 can be implemented in an organization that uses Windows NT 4.0, but Active Directory must be deployed for Microsoft CRM. With Microsoft Windows NT 4.0, an organization can implement Microsoft CRM in an Active Directory forest created for Microsoft CRM that is configured to trust the existing Windows NT 4.0 environment. Before you do this, it is very important to understand the implications of introducing Active Directory into your organization and how the Microsoft CRM Active Directory forest will fit into your organization's plans to upgrade to Microsoft Windows 2000 or Microsoft Windows Server 2003 and Active Directory in the future. Deploying Microsoft CRM in its own Active Directory forest before you upgrade the production environment to Active Directory is a relatively simple process (see "Installing on Windows 2000 Server" or "Installing on Windows Server 2003"). However, when you decide to upgrade the production environment to Active Directory and Exchange 2000 Server or Exchange Server 2003, how the Active Directory forest that supports Microsoft CRM fits into those plans can become complex. The question arises, do you upgrade the production environment (existing Windows NT 4.0 domains) into its own Active Directory forest, or do you migrate the production environment into the Active Directory forest that is already established and being used by Microsoft CRM? This section discusses how to plan coexistence between your existing Windows NT 4.0 production environment and the new Active Directory forest required by Microsoft CRM and Exchange 2000 and Exchange Server 2003. When your organization decides that it is time to migrate the Windows NT 4.0 domains to Windows 2000 or Windows Server 2003, the decision will then be made whether to upgrade the existing Windows NT 4.0 domains into their own Active Directory forest or to migrate the existing Windows NT 4.0 domains into the existing Microsoft CRM Active Directory forest. The following sections discuss some of the issues around each method and where to find more information about how to move from Windows NT 4.0 to Active Directory.
Basic Coexistence with Existing Windows NT 4.0 Domain Topology

To implement Microsoft CRM in an environment that currently uses Windows NT 4.0, an Active Directory forest is created, and Microsoft CRM and its supporting services (Microsoft SQL Server and Exchange 2000 or 2003) are installed into that forest. When the Active Directory domain and Microsoft CRM and its supporting services are installed, a trust is established between the Active Directory domain and the Windows NT 4.0 domains. When your organization starts planning its move from Windows NT 4.0 to Windows 2000 or Windows Server 2003 and Active Directory, it must consider what to do with the existing Microsoft CRM Active Directory. The following sections outline the basic choices.
Windows NT Domains Become a Separate Active Directory Forest

If your organization decides to create a new Active Directory forest and not join the forest created for Microsoft CRM, two Active Directory forests will exist in your organization: one that supports Microsoft CRM, the other that supports everything else. After all the domains are upgraded or restructured, the final forest design might look something like the following figure.
8-1
Two coexisting Active Directory forests
Windows NT Domains Become Part of the Existing Microsoft CRM Active Directory Forest
Your organization might decide to migrate into the Active Directory forest established for Microsoft CRM. If this is the case, you must plan carefully so that Windows NT 4.0 computer objects reside in the correct domain. In this scenario, a single Active Directory forest will exist as soon as all Windows NT 4.0 domain controllers have been upgraded or replaced, as shown in the following figure.
8-2
Chapter 8 Planning Microsoft CRM in a Mixed Windows NT and Active Directory Network
Two-tree multi-domain forest There are two common ways that you can upgrade the domains in the previous coexistence scenario figure to Active Directory. The first option is to keep the existing Windows NT 4.0 domain structure and upgrade each domain to an Active Directory domain. The second option is to collapse the Windows NT 4.0 domains into a single domain and then upgrade the consolidated Windows NT 4.0 domain to an Active Directory domain. In either case, the resulting topology is a single Active Directory forest. In the following figure, the two production Windows NT 4.0 domains were upgraded in place and joined to the Active Directory forest. In this case, when the root domain primary domain controller (PDC) is upgraded, a new Active Directory tree is created in the forest. When the Windows NT 4.0 resource domain is upgraded, it becomes a child domain in the new tree. As mentioned, the second option is for the two Windows NT 4.0 domains to be collapsed into a single domain. If the Windows NT 4.0 domains are collapsed into a single domain before they are upgraded to Active Directory, a new tree is created during the upgrade, and the Windows NT 4.0 domain is upgraded into the existing Active Directory forest. The Windows NT 4.0 domains can also be upgraded to Active Directory, creating a new tree in the Active Directory forest; they can be collapsed after the upgrade is complete. The following figure shows a single forest with two trees.
8-3
Single-domain forest in two trees In either case, the resulting Active Directory forest has multiple domains and multiple trees. It is then possible to collapse each of these domains so that the final Active Directory topology has a single Active Directory domain. For Microsoft CRM, one of the most critical factors to consider when you migrate between domains is the preservation of the Windows NT security identifier (SID) and the Active Directory globally unique identifier (GUID). Whichever migration method you choose, make sure these attributes are preserved in the process. As you can see, you must make several decisions when you upgrade Windows NT 4.0 domains to Active Directory. For more information about these and other upgrade paths, see the following information: Windows Server 2003 TechCenter (http://go.microsoft.com/fwlink/?LinkId=51870) Domain Upgrades & Active Directory (http://go.microsoft.com/fwlink/?LinkId=51948) Domain Migration Cookbook (http://go.microsoft.com/fwlink/?LinkId=53206) Chapter 6, "Deployment Strategies," (http://go.microsoft.com/fwlink/?LinkId=51949) of the Exchange 2000 Server Resource Kit, Chapter 10, "Consolidation of Windows NT 4.0 Resource Domains" (http://go.microsoft.com/fwlink/?LinkId=51950) Upgrading a Windows NT Domain to Windows 2000 Active Directory (http://go.microsoft.com/fwlink/?LinkId=51951) Active Directory Migration Tool Overview (http://go.microsoft.com/fwlink/?LinkId=51952) Windows 2000 Server Active Directory Deploy (http://go.microsoft.com/fwlink/?LinkId=51953)
8-4
Chapter 9 Planning Microsoft SQL Server Installation and Configuration
C H A P T E R
Planning Microsoft SQL Server Installation and Configuration

In order to plan your use of Microsoft SQL Server with Microsoft CRM, you need to understand how Microsoft CRM uses Microsoft SQL Server, and what Microsoft CRM setup does and does not do: Microsoft CRM requires Microsoft SQL Server for storing the databases containing Microsoft CRM data and metadata. Microsoft CRM setup does not install Microsoft SQL Server. Reports in Microsoft CRM depend on SQL Server Reporting Services, an add-on to Microsoft SQL Server. Reporting Services includes two server components that are used to store, display, and manage reports: Report Server, and Report Manager. A third component, Report Designer, is used to customize reports and write new reports. The Report Designer component is typically installed on a workstation, rather than on the Microsoft SQL Server. Microsoft CRM setup offers the choice of installing the Standard Edition of SQL Server 2000 Reporting Services or connecting to an existing installation of Reporting Services. Microsoft SQL Server can be installed on the same computer as Microsoft CRM, on a separate computer, or multiple SQL Servers can be used. Reporting Services can be installed on the same computer as Microsoft SQL Server, or on a separate report server running Microsoft SQL Server. Multiple Microsoft CRM servers can use the same Microsoft SQL server. Microsoft SQL Server requirements which are common to all scenarios. Tasks required before running SQL Server 2000 or 2005 setup Specific considerations to help you make the following decisions: Whether to use an existing SQL Server installation with Microsoft CRM. Whether to use an existing Reporting Services installation with Microsoft CRM. Whether to use one Microsoft SQL Server with multiple Microsoft CRM servers
There are many configurations possible based on your expected usage of Microsoft CRM:
This chapter describes:
For information on installing Report Designer and customizing reports, see Chapter 24, Reporting. For more information about SQL Server, see Additional Resources for SQL Server and Reporting Services at the end of this chapter.
Microsoft SQL Server 2000 and 2005 Requirements for Microsoft CRM
These requirements apply to new and existing installations of Microsoft SQL Server. Either Microsoft SQL Server 2000 or Microsoft SQL Server 2005 can be used, either the Enterprise Edition or the Standard Edition. Microsoft CRM works with existing installations of SQL Server 2000 Reporting Services Basic or Enterprise editions, or with SQL Server 2005 Reporting Services Basic and Enterprise Editions. If using Microsoft SQL Server 2000, Service Pack 4 or later must be installed. Microsoft CRM is not supported on SQL Server 2000 running on Windows NT 4.0. The computer name of the Microsoft SQL Server cannot contain an underscore (_).
9-1
If Microsoft CRM Server and SQL Server are installed on different computers, they must be in the same Active Directory domain. Microsoft CRM Server Setup supports only the default instance of SQL Server. Note: If you need to use a named instance of SQL Server, you must contact Microsoft Product Support Services for assistance. For a complete list of Microsoft Product Support Services telephone numbers and information about support costs, visit the following Microsoft Web site: http://support.microsoft.com/contactus/?ws=support.
Although you can install SQL Server by using either Windows authentication or Mixed Mode authentication, Windows authentication is a prerequisite for Microsoft CRM, The service account that SQL Server uses to log on to the network must be either a local system account or a domain user account. Installation of Microsoft CRM will fail if the SQL Server service account is the local administrator. The SQL Server service must be started. This service can be configured to automatically start when the computer is started. SQL Server Agent must be started. This service can be configured to automatically start when the computer is started. SQL Server Full Text Search must be installed and started. Microsoft CRM does not support the personal edition of SQL Server 2000 and Microsoft SQL Server 2000 Desktop Engine (MSDE) as a database server for the Microsoft CRM server. Microsoft CRM 3.0 does not support the Microsoft SQL Server 2000 Developer Edition Microsoft CRM Server Setup requires at least the Named Pipes network library to authenticate using SQL Server. By default, both Named Pipes and TCP/IP network libraries are enabled when you install SQL Server 2000 or SQL Server 2005. If you are using an existing installation of SQL Server and the computer name has been changed since SQL Server was installed, you must change the computer name in SQL Server to the actual computer name. For more information, see the stored procedures sp_helpserver, sp_dropserver and sp_addserver in SQL Server Books Online (http://go.microsoft.com/fwlink/?LinkId=53207). The computer that is running SQL Server should be located on the same local area network (LAN) as the Microsoft CRM server. The computer that is running SQL Server should be configured to have enough disk space, memory, and processor power to support the Microsoft CRM environment. Although it is not mandatory, consider accepting the SQL Server default settings for Collation Designator, Sort Order, and SQL Collation. Microsoft CRM supports both case-sensitive and caseinsensitive sort orders. Make sure that the computer meets the system requirements for SQL Server. For more information about SQL Server 2000 requirements, see Microsoft SQL Server System Requirements (http://go.microsoft.com/fwlink/?LinkId=53208). For more information about SQL Server 2005 requirements, see SQL Server 2005 System Requirements (http://go.microsoft.com/fwlink/?LinkId=53211). Review all SQL Server installation options and be prepared to make the appropriate selections when you run Setup. For more information about SQL Server 2000 editions and components, see the Microsoft SQL Server System Requirements (http://go.microsoft.com/fwlink/?LinkId=53209). For more information about SQL Server 2005 editions and components, see Introducing SQL Server 2005 (http://go.microsoft.com/fwlink/?LinkId=53210). If you plan to install SQL Server 2000 to a location other than the default file locations, see the "File Paths for SQL Server 2000" section in Chapter 5, "Planning to Install SQL Server 2000," of the SQL Server documentation, located at msdn.microsoft.com/library/enus/instsql/in_overview_0ywe.asp?frame=true. If you plan to install SQL Server 2005 to a location other than the default file locations, see SQL Server Books Online, a link from see Introducing SQL Server 2005 (http://go.microsoft.com/fwlink/?LinkId=53210). You should also consider where the
9-2
Microsoft CRM databases are located on the server and the hard disk configuration that will support them. Note To achieve the best combination of disk fault tolerance and performance, consider the many specifications for redundant array of independent disks (RAID) available from hardware vendors. Format the disks where the SQL Server database files reside for the fault tolerance requirements of your application and performance parameters for the I/O activity occurring on that partition. If you are using an operating system with Regional settings other than English (United States), or if you are customizing character set or sort order settings, review topics on collation settings. For more information, see Chapter 11, "Collation Options for International Support," (http://go.microsoft.com/fwlink/?LinkId=53212) in the SQL Server 2000 documentation
Tasks Required Before Running SQL Server Setup

Before you run Setup for SQL Server, do the following: Create one or more domain user accounts if you are installing SQL Server 2000 on a computer that is running Microsoft Windows 2000, or Microsoft Windows Server 2003, and if you want SQL Server 2000 to communicate with other clients and servers. For more information, see "Creating Security Accounts" (http://go.microsoft.com/fwlink/?LinkId=53213) in SQL Server Books Online. Log on to the operating system under a user account that has local administrative credentials, or assign the appropriate credentials to the domain user account. Shut down all services that depend on SQL Server if multiple instances are installed. This includes any service that uses Open Database Connectivity (ODBC), such as Internet Information Services (IIS). Shut down Windows Event Viewer and registry viewers (Regedit.exe or Regedt32.exe).
For more information about how to plan and install SQL Server 2000, see "Planning to Install SQL Server 2000" (http://go.microsoft.com/fwlink/?LinkId=53216) in the SQL Server documentation.
Using an Existing SQL Server Installation

SQL Server is a product deployed in many organizations. If your organization uses SQL Server for other applications, it might be possible to support Microsoft CRM on an existing computer that is running SQL Server. However, you must closely analyze the effect that Microsoft CRM will have on your existing SQL Server and the effect that other SQL Server applications will have on Microsoft CRM and the Microsoft CRM database. We recommend that you install the Microsoft CRM databases on a computer that is running SQL Server and that supports only Microsoft CRM and no other databases or database applications.
Considerations
Microsoft CRM is a database-intensive application. It is not recommended that you install the Microsoft CRM databases on a SQL Server installation that supports other application databases; however, this functionality is supported. If you plan to install the Microsoft CRM database on an existing SQL Server you should understand the other database applications supported on the server, and also the load that Microsoft CRM will put on SQL Server. Therefore, make sure that you test your implementation of Microsoft CRM on a SQL Server installation that hosts other applications in production. You should consider the following issues: Modification of system tables. The SQL Server system tables should not be modified when Microsoft CRM is installed. Some database applications may modify the SQL Server system tables. If this occurs, problems with Microsoft CRM and data may result. Replication. Many SQL Server implementations have only one distribution database that is shared by multiple SQL Server applications. It is important that other SQL Server applications do not assume that the distribution database is not shared and make modifications that affect Microsoft CRM. 9-3
Indexing. Full-text indexing must be installed. This is required for the Microsoft CRM knowledge base functionality.
Using an Existing Reporting Services Installation

You can have Microsoft CRM install the Standard edition of SQL Server Reporting Services installation, or use an existing installation of Reporting Services. There are two reasons you might want to use an existing installation: If you already have SQL Server Reporting Services installed If you need load balancing between multiple reporting servers, or other features only supported by the Enterprise Edition of SQL Server Reporting Services. In this case, if you dont already have Reporting Services Enterprise Edition installed, you must install it prior to installing Microsoft CRM.
Language Locale Collation and Sort Order

Installing Microsoft SQL Server in a language other than US-English may require changing the Collation designator. The following table indicates the Collation designator to use for each language (LCID). Windows Locale
Danish Dutch (Standard) English (United States) French (Standard) German (Standard) Italian Portuguese (Brazil) Spanish (Modern Sort)
LCID (Locale ID)

0X406 0X413 0X409 0X40C 0X407 0X410 0X416 0XC0A
Collation Designator
Danish_Norwegian Latin1_General Latin1_General French Latin1_General Latin1_General Latin1_General Modern_Spanish 1252 1252 1252 1252 1252 1252 1252 1252
Code Page
Disk Configurations and File Locations

For the default instance of SQL Server, the default directory for both program and data files is \Program Files\Microsoft SQL Server\Mssql. You can specify a file path other than the default for both program and data files. Note The default locations for program and data files are not necessarily the best locations. As noted earlier, for the best combination of disk fault tolerance and performance, consider the RAID specifications available from hardware vendors. You can create the Microsoft CRM databases on your partitions especially for these files and specify the existing databases when you run Microsoft CRM Server Setup. The databases created by Microsoft CRM are noted in the SQL Server Data File Location topic later in this chapter. By default, Shared Tools are installed at \Program Files\Microsoft SQL Server\80\Tools on the system drive. This folder contains the default and named files shared by all instances of SQL Server 2000. Tools include SQL Server Books Online and Dev Tools. Setup also installs files in the Windows system directory. The system file location cannot be changed.
SQL Server Program File Location

The SQL Server program files are located in \Program Files\Microsoft SQL Server\Mssql\Binn. The binary file location is the root directory where Setup creates the folders that contain program files and files that typically do not change as you use SQL Server. Although these files are not read-only, the folders do not contain data, logs, backup files, or replication data; therefore, the space requirements for these files should not increase as SQL Server is used.
9-4
Important Program files cannot be installed on a removable disk drive.
SQL Server Data File Location

Each SQL Server database is made up of one or more database files and one or more transaction log files. Microsoft CRM creates two databases: Organization_name_MSCRM. Is the primary Microsoft CRM database where Microsoft CRM events and other data is stored. See comment the most activity. Organization_name _METABASE. Contains Microsoft CRM configuration information.
Microsoft CRM also relies on the SQL Server system databases to store Microsoft CRM configuration information. These databases include master and msdb. The database files that accompany a database contain all the data and properties for that database. Transaction log files contain a record of the write activity in the database, such as when a row is added, changed, or removed. Transaction log files are binary and cannot be used for auditing database activity. The transaction log is used for recovery in the event of a failure and to roll back (undo) transactions (writes) that cannot be finished. You may also periodically back up the transaction log as a way of performing an incremental backup while users are working in the application, with very low affect on available server resources. The information stored in the transaction log is stored in a binary format that is not user-accessible and so may not be used as an audit trail. In order to have the best chance of recovery in the event of disk failure and the best performance for your application, put the database files and transaction log files on separate sets of physical disks. The location that you specify for an individual file does not have to be the original location for data files that you specified during SQL Server Setup. You can choose an alternative location for the database and transaction log files any time that you create or change the database. For more information, see the prior note pertaining to disk fault tolerance and performance. If a partition where a database file is located has failed and the database has become unusable, but the partition where the transaction log is located is still available, you can back up the transaction log for that database and make this the last backup in your backup set. When you restore, this transaction log backup made after the failure will be the last backup that is restored. If all transaction log backups in the backup set are restored successfully, you will have restored all the committed (100 percent successful) transactions right up to the moment of the failure. This minimizes the amount of data loss. When the database files and transaction log files are on separate sets of disks, performance is optimized. Transaction log files can be write intensive during periods when a lot of data is being added, changed, and removed from the application. For example, say you have a server that has drive C as the system partition (the drive where the Windows and program file folders are located). The Windows pagefile is also located on drive C. Drives D and E are RAID 5 partitions on separate sets of physical disks. (Choose the partitioning scheme for the database files that will give you the combination of performance and disk fault tolerance that you want.) Drive D contains only data files for one or more databases, and drive E contains only log files for one or more databases. (If you determine that performance will suffer because one database is much more disk-intensive than other databases, you should put them all on separate sets of disks.) Because you estimate that your data will significantly grow over time, you make drive D 100 gigabytes (GB) for the database file(s). Because the log files will be truncated every time that a transaction log backup is performed, you make drive E: 10 GB. You specify the location of the database file on drive D and the transaction log file on drive E when you create the database. Note It is best to dedicate a partition to SQL Server data files. It is best not to put a data file on the same partition as a Windows pagefile because of the degree of fragmentation that will occur on that partition. By default, the directory where all database files and transaction log files are located is \Program Files\Microsoft SQL Server\Mssql\Data. When you run SQL Server Setup, you can specify a different location as the default location for data files. The data file location is the root directory where Setup creates the folders that contain database and log files, in addition to directories for the System log, backup, and replication data. 9-5
Setup creates database and log files for the master, model, tempdb, msdb, pubs, and Northwind databases. If you are choosing different locations for each file in your application, you do not have to change the default setting. Note Data files cannot be installed on a file system using compression.
Specifying file paths

In SQL Server 2000, because you can install multiple instances of SQL Server on one computer, an instance name is used in addition to the user-specified location for program and data files. For tools and other shared files, instance names are not required.
Default instance file path for program and data files

For the default instance of SQL Server, the default SQL Server directory name (Mssql) is used as the default instance name, together with the directory that you specify. For example, if you specify the SQL Server default instance to be installed at D:\MySqlDir, the file paths are: D:\MySqlDir\Mssql\Binn (for program files) D:\MySqlDir\Mssql\Data (for data files) Note The program and data file locations can be changed depending on the drive configuration of your SQL Server.
Additional Resources for SQL Server

For more information about how to plan for and install SQL Server, see one or more of the following resources: Microsoft SQL Server Web site (http://go.microsoft.com/fwlink/?LinkId=53219) SQL Server Books Online (Updated) (http://go.microsoft.com/fwlink/?LinkId=53220) Microsoft SQL Server 2000 Resource Kit, (http://go.microsoft.com/fwlink/?LinkId=53221) SQL Server 2000 Operations Guide, (http://go.microsoft.com/fwlink/?LinkId=53223) SQL Server 2000 Administrator's Pocket Consultant: SQL Server 2000 Security" (http://go.microsoft.com/fwlink/?LinkId=53224) SQL Server 2000 C2 Administrator's and User's Security Guide (http://go.microsoft.com/fwlink/?LinkId=53226)
9-6
Chapter 10 Planning Microsoft Exchange Server
C H A P T E R
1 0
Planning Microsoft CRM and Microsoft Exchange Server

If you want to integrate e-mail with Microsoft CRM 3.0, you must use Microsoft Exchange 2000 Server or Microsoft Exchange Server 2003. Another application that benefits from Active Directory, Exchange is an enterprise messaging system that is versatile enough to support a variety of organizations. As with Active Directory and Microsoft CRM, Exchange requires planning before it is deployed. Many documents are available from Microsoft that explain how to plan, deploy, and operate Exchange. For more information about how to plan to install Exchange Server, see Additional Resources for Exchange Server at the end of this section. Note Microsoft CRM Server can operate without Microsoft Exchange Server. However, you will not have Microsoft CRM e-mail capabilities.
Microsoft CRM-Exchange E-Mail Router

Microsoft CRM integrates with Exchange Server at the point where e-mail messages enter and leave your organization. All computers running Exchange 2000 or Exchange 2003 are also Simple Mail Transfer Protocol (SMTP) hosts. This means that they can send and receive e-mail messages from other SMTP hosts, even on the Internet. The Microsoft CRM-Exchange E-mail Router (the Router) is a software component that provides an interface between the Microsoft CRM system and Exchange 2000 or Exchange 2003. E-mail comes into the Microsoft CRM system through this Router, which is installed on the computer running Exchange Server.
Incoming Message Processing

The following figure shows the relationship between a computer running Exchange Server and a computer running Microsoft CRM Server. For the Microsoft CRM system to process incoming and outgoing e-mail, complete the following prerequisites: Install the Router component on any Exchange server. (The Router can be installed on several computers running Exchange Server depending on your Exchange configuration). Place an Exchange Server-side rule in each Microsoft CRM users mailbox. (A wizard is provided to help you deploy these rules to each Microsoft CRM users mailbox.) Create a Microsoft CRM mailbox. Configure Microsoft CRM users to receive unsolicited e-mail. 1. When a message arrives, Exchange Server processes it by placing it in the Microsoft CRM users mailbox.
Incoming messages are processed by Exchange Server and the Router in the following sequence:
2. A rule in the users mailbox sends a copy of the message to the Microsoft CRM mailbox. 3. The Router retrieves the messages from the Microsoft CRM mailbox and sends them to the computer running Microsoft CRM Server.
10-1
Microsoft CRM-Exchange E-mail Router processing incoming e-mail 4. Microsoft CRM Server processes the e-mail by checking for a valid tracking token. (Tracking tokens are discussed later in this section.) 5. If a valid tracking token is present in the subject field of the e-mail message, the message is considered to be a solicited message. An e-mail activity is created and associated to a previous e-mail activity. 6. If a tracking token is not present (or if there is one but it is not valid), the e-mail message is considered to be an unsolicited message by Microsoft CRM. If the Microsoft CRM user is not configured to receive unsolicited e-mail, processing stops. However, if the Microsoft CRM user is configured to receive unsolicited e-mail, then an e-mail activity is created and stored. 7. E-mail messages that are successfully processed are deleted from the Microsoft CRM mailbox. E-mail messages that are not processed successfully are moved to a Failed message queue (dead-letter queue) inside the Microsoft CRM mailbox and a notice is sent to designated Microsoft CRM users about the unsolicited message.
Outgoing Message Processing

The following figure shows the outgoing e-mail process. The following process is used for outgoing e-mail messages: 1. An e-mail activity is created by using either the Microsoft CRM Web application or the Microsoft CRM 3.0 client for Microsoft Office Outlook. 2. When you compose and send an e-mail message, you are actually composing it as an e-mail activity (the actual e-mail is created and sent by Microsoft CRM later in this process). 3. Microsoft CRM Server receives the e-mail activity.
10-2
Chapter 10 Planning Microsoft Exchange Server
Microsoft CRM Outgoing Message Processing 4. Microsoft CRM Server generates an actual e-mail message and a tracking token that it appends to the subject line of the message. 5. Microsoft CRM Server sends the actual e-mail message (along with any attachments) to an associated Microsoft Exchange Server. 6. Microsoft CRM Server stores the e-mail activity.
Tracking Tokens
A tracking token is a unique identifier that is used to track and match e-mail activities with e-mail messages. When Microsoft CRM generates an outgoing e-mail activity, it can attach a tracking token to the outgoing email message. A resulting e-mail response that is incoming to the Microsoft CRM system is then correlated to the originating activity. Microsoft CRM considers an e-mail response to be a solicited e-mail. An unsolicited e-mail is a message that is incoming to the Microsoft CRM system that does not have a tracking token and cannot be correlated with an originating activity. A tracking token is an alphanumeric string that is generated by the Microsoft CRM system and appended to the end of the subject line of the e-mail. Tracking tokens can be turned on or off and can be configured to be unique for a specific Microsoft CRM deployment. This means that an organization that has multiple Microsoft CRM deployments (such as for departmental use), can configure tracking tokens that are unique to each deployment. To configure tracking tokens: 1. At the Microsoft CRM home page, click Settings, click Organization Settings, and then click System Settings. 3. Click the E-mail Tracking tab.
10-3
The following figure and table show an example of a tracking token and what the parts are.
Tracking Token structure Part

Prefix
Description
Configurable. Default value = CRM. This can be unique for an organization or for a particular Microsoft CRM deployment in an organization with multiple Microsoft CRM deployments. We recommend that different Microsoft CRM deployments use unique prefixes. Not configurable. One digit. 0 for Online. 1 for Offline. This part indicates whether the user was online or offline when the e-mail activity was created. Configurable. Default range is 3 digits. This number is used to identify Microsoft CRM individual users. Configurable. Default range is 4 digits. If 0 is specified, the tracking token feature is turned off.
Online-offline designator ID Number
Additional Resources for Exchange Server

For more information about how to plan to install Exchange Server, see one or more of the following resources: Microsoft Exchange 2000 Server Upgrade Series Exchange 2000 Capacity and Topology Calculator (http://go.microsoft.com/fwlink/?LinkId=51944) Exchange 2000 Planning Guide (http://go.microsoft.com/fwlink/?LinkId=51945) Exchange Server 2003 Deployment Guide (http://go.microsoft.com/fwlink/?LinkId=51946) Planning an Exchange Server 2003 Messaging System (http://go.microsoft.com/fwlink/?LinkId=51947)
10-4
Chapter 11 Microsoft CRM Security
C H A P T E R
1 1
Planning the Security of Your Microsoft CRM System

Microsoft Windows 2000 Server and Microsoft Windows Server 2003, the foundation of Microsoft CRM, provide sophisticated standards-based network security. The Kerberos version 5 authentication protocol is integrated into Active Directory, which provides you with powerful standards-based authentication. In addition, users are able to use a single user name and password logon combination for the network. In the broadest sense, security involves planning and considering tradeoffs. For example, a computer can be locked in a vault and only accessible to one system administrator. This computer may be secure, but it is not very usable because it is not connected to any other computer. If your business users require access to the Internet and your corporate intranet, you need to consider how to make your network both secure and usable. Most organizations plan for external attacks and construct firewalls, but many companies do not consider how to mitigate a security breach once a malicious user gets inside the firewall. Securing your environment will work well if you ensure that users are not required to perform too many procedures and steps to conduct business in a secure manner. Implementing security policies should be as easy as possible for the users; otherwise, people tend to find ways to avoid doing things securely.
Physical Security
Physical security represents the best place to start preventing malicious attacks. We highly recommend that you keep all computers that have sensitive data on their hard drives in a locked facility. Limit physical access to areas where highly sensitive information resides. The best security software can be circumvented by physical means. For example, if a hard disk drive is stolen, eventually the data on that drive will be stolen as well. Lock the door to the data center. It is important to remember physical security considerations when you develop security policies and procedures. Consider the following physical security issues when developing a policy: Ensure that you lock server rooms and places where software and manuals are stored. Keep unauthorized users away from the power and reset switches on the server. Consider removing the floppy disk drive or rewritable CD drives from client workstations. Ensure that you have basic burglar alarms installed regardless of how sensitive your data is. Ensure that you store backups of critical data off-site and that software is stored in fireproof containers when not in use.
Employees
It is a good idea to limit administrative rights across all products and features. As a default, give employees only read access to given system functions, unless they require greater access to perform their jobs. Follow the principle of least privilege: give users only the minimum privileges required to access data and functionality. For example, avoid requiring administrative rights as a default to run features. Disgruntled and former employees are a threat to network security. Keep the following personnel issues in mind when developing policy: Conduct pre-employment background investigations. Make sure that you disable and later delete all associated accounts and passwords when an employee leaves. Train your users in security awareness and reporting suspicious activity. Do not grant privileges automatically. If users do not need access to particular computers, computer rooms, or sets of files, ensure that they do not have access. Train supervisors to identify and respond to potential employee problems. 11-1
Expect "revenge" from disgruntled employees and former employees. Monitor system usage for unusual activity. Make sure that your employees understand their roles in maintaining network security. Give a copy of your company policies to every employee. Do not allow users to install their own software.
System Administration
We highly recommend that you keep up with the latest security fixes available from Microsoft. Hackers are very adept at combining small bugs to enable large intrusions into a network. You should ensure that each individual computer is secure first, and then add security updates and patches. Security is primarily concerned with risk management. Because technology is not a panacea, security requires a combination of technology and policy. That is, there will never be a product that you can simply unpack, install on your network, and instantly achieve perfect security. Instead, security is a result of both technology and policythat is, it is how the technology is used that ultimately determines whether your network is secure. Microsoft delivers the technology, but only you and your corporate management can determine the right policies for your company. Plan for security early in the implementation and deployment process. Understand what you want to protect and what you are willing to do to protect it. Finally, develop contingency plans for emergencies before they happen. Couple thorough planning with solid technology and you will have great security. Many links are provided throughout this guide to help you find valuable information about following best practices. Although security may seem overwhelming at first, remember that security is a journey, not a destination. This guide will help you begin that journey and implement best practices to develop a secure network and a secure work environment. For more information about general security, see the article by Scott Culp, "The Ten Immutable Laws of Security Administration." (http://go.microsoft.com/fwlink/?LinkId=52235).
Securing the Windows Server Operating System

The information in this section has been extracted mainly from the Windows Server online Help. The concepts presented apply to both the Windows 2000 Server and Windows Server 2003 products. Windows Server 2003 offers the most complete set of security features of any of the Windows Server products. The Windows Server 2003 Help contains complete information about all security features and procedures. In addition, Microsoft has published Business Introduction to Windows 2000 Security (http://go.microsoft.com/fwlink/?LinkId=52236), located on the Microsoft Web site. For Windows Server 2003, Microsoft has published the Windows Security Collection (http://go.microsoft.com/fwlink/?LinkId=53231). The primary features of the Windows server security model of most concern are authentication, access control, and single sign-on: Authentication represents the process by which the system validates a user's identity through their logon credentials. A user's name and password are compared against an authorized list. If the system detects a match, access is granted to the extent specified in the permissions list for that user. Access control limits user access to information or computing resources based on the users identity and membership in various predefined groups. Access control is typically used by system administrators for controlling user access to network resources such as servers, directories, and files and is typically implemented by granting permissions to users and groups for access to specific objects. Single sign-on allows a user to log on to the Windows domain once, using a single password, and authenticate to any computer in the Windows domain. Single sign-on enables administrators to implement secure password authentication across the Windows network, while providing end users with ease of access.
The following sections provide a more detailed description of these three key features for securing your environment. 11-2
Authentication
Authentication is a fundamental aspect of system security. It confirms the identity of any user trying to log on to a domain or access network resources. The weak link in any authentication system is the users password. Passwords provide the first line of defense against unauthorized access to your domain and local computers. Use the following password best practices where appropriate for your organization.
Password Protection
Always require strong passwords. For more information, see the following "Strong Passwords" section. If passwords must be written down on a piece of paper, store the paper in a secure place and destroy it when it is no longer needed. Never share passwords with anyone. Use different passwords for all user accounts. Change passwords immediately if they may have been compromised. Be careful about where passwords are saved on computers. Some dialog boxes, such as those for remote access and other telephone connections, present an option to save or remember a password. Selecting this option poses a potential security threat because the password is stored in the system registry.
Strong Passwords
The role that passwords play in securing an organization's network is often underestimated and overlooked. As mentioned, passwords provide the first line of defense against unauthorized access to your organization. The Windows Server 2003 family has a new feature that checks the complexity of the password for the Administrator account during the setup of the operating system. If the password is blank or does not meet complexity requirements, the Windows Setup dialog box appears warning you of the dangers of not using a strong password for the Administrator account. In a workgroup environment, you will not be able to access a computer over the network using an account with a blank password. Weak passwords provide attackers with easy access to your computers and network, while strong passwords are considerably harder to crack, even with the password-cracking software that is available today. Password-cracking tools continue to improve, and the computers used to crack passwords are more powerful than ever. Password-cracking software uses one of three approaches: intelligent guessing, dictionary attacks, and brute-force automated attacks that try every possible combination of characters. Given enough time, the automated method can crack any password. However, strong passwords are much harder to crack than weak passwords. A secure computer has strong passwords for all user accounts. A weak password: Is no password at all. Contains your user name, real name, or company name. Contains a complete dictionary word. For example, the word Password is a weak password. Is at least seven characters long. Does not contain your user name, real name, or company name. Does not contain a complete dictionary word. Is significantly different from previous passwords. Passwords that increment (Password1, Password2, Password3 ...) are not strong. Contains characters from each of the four groups listed in the following table. Group
Uppercase letters Lowercase letters Numerals
A strong password:
Examples
A, B, C, a, b, c, 0, 1, 2, 3, 4, 5, 6, 7, 8, 9,
11-3
Group
Symbols found on the keyboard (all keyboard characters not defined as letters or numerals).
Examples
`~!@#$%^&*()_+-={}|[]\:";'<>?,./
You can create passwords that contain characters from the extended ASCII character set. Using extended ASCII characters increases the number of characters that you can choose when you create a password. As a result, it might take more time for password-cracking software to crack passwords that contain these extended ASCII characters than it does to crack other passwords. Before using extended ASCII characters in your password, test them thoroughly to make sure that passwords containing extended ASCII characters are compatible with applications that your organization uses. Be especially cautious about using extended ASCII characters in passwords if your organization uses several different operating systems. You can find extended ASCII characters in Character Map. Some extended ASCII characters should not be used in passwords. Do not use a character if a keystroke is not defined for it in the lower-right corner of the Character Map dialog box. For more information about how to use Character Map, see the Windows Server online Help. You can implement a password policy that enforces password complexity requirements. For more information about this policy, see Password must meet complexity requirements in the Windows Server online Help.
Define Password Policy

The following are recommendation in defining password policy so that all user accounts are protected with strong passwords Define the Enforce password history policy setting so that several previous passwords are remembered. With this policy setting, users cannot use the same password when their password expires. Define the Maximum password age policy setting so that passwords expire as often as necessary for your environment, typically, every 30 to 90 days. Define the Minimum password age policy setting so that passwords cannot be changed until they are more than a certain number of days old. This policy setting works in combination with the Enforce password history policy setting. If a minimum password age is defined, users cannot repeatedly change their passwords to get around the Enforce password history policy setting and then use their original passwords. Users must wait the specified number of days to change their passwords. Define a Minimum password length policy setting so that passwords must consist of at least a specified number of characters. Long passwordsseven or more charactersare usually stronger than short ones. With this policy setting, users cannot use blank passwords, and they need to create passwords that are a certain number of characters long. Enable the Password must meet complexity requirements policy setting. This policy setting checks all new passwords to ensure that they meet basic strong password requirements. For a full list of these requirements, see "Password must meet complexity requirements" in the Windows Server online Help.
By default, a standard password policy is enforced for all servers in the domain. This table lists the settings for a standard password policy, as well as recommended minimums for your environment. Password Policy Chart Policy Default setting (Windows 2000)
1 password remembered 42 days 0 days 0 characters Disabled
Default setting (Windows Server 2003)

24 passwords remembered 42 days 1 day 7 characters Enabled
Recommended minimum setting
Enforce password history Maximum password age Minimum password age Minimum password length Password must meet complexity requirements
24 passwords remembered 42 days 2 days 8 characters Enabled
11-4
Policy
Default setting (Windows 2000)

Disabled
Default setting (Windows Server 2003)

Disabled
Recommended minimum setting
Store password using reversible encryption for all users in the domain
Disabled
Administrator account
As part of your password policy, you should pay close attention to the local and domain Administrator accounts. These accounts have a high level of privilege over the servers and domain, and by default will not be locked out. Make sure that the password on your Administrator account is particularly complex. You should also consider renaming the standard local administrator account on each server and making the password different on each of your member servers. This reduces the risk of an attacker gaining access to one server and being able to gain access to others as a result. Use the following procedures to rename accounts and reset passwords on domain controllers and servers. Rename the Domain Administrator account and reset password on a domain controller 1. On the Start menu, point to Programs, and click Administrative Tools. 2. In the Administrative Tools dialog box, double-click Active Directory Users and Computers. 3. In the Active Directory Users and Computers dialog box, select Users, and navigate to the Administrator account. 4. Right-click the Administrator account and select Rename. Type the new name for the disguised Administrator account. Note this name somewhere physically secure so you do not lose the ability to log on as the Administrator. 5. If appropriate, right-click the renamed Administrator account, select Reset Password, and set the password to the one chosen for this Administrator account. Note this password and store it in a separate, physically secure location. Rename the Local Administrator account and reset password on a server 1. On the Start menu, point to Programs, and click Administrative Tools. 2. In the Administrative Tools dialog box, double-click Computer Management. 3. In the Computer Management dialog box, expand System Tools, then Local Users and Groups. Select Users, and navigate to the Administrator account. 4. Right-click the Administrator account, and select Rename. Type the new name for the disguised Administrator account. Note this name somewhere physically secure so you do not lose the ability to log on as the Administrator of this server. 5. If appropriate, right-click the renamed Administrator account, select Reset Password, and set the password to the one chosen for this Administrator account. Note this password and store it in a separate physically secure location.
Implement an Account Lockout Policy

Be cautious when you define account lockout policy. You should not apply account lockout policy haphazardly. Although you increase the probability of thwarting an unauthorized attack on your organization with account lockout policy, you can also unintentionally lock out authorized users, which can be costly for your organization. If you decide to apply account lockout policy, set the Account lockout threshold policy setting to a high enough number that authorized users are not locked out of their user accounts simply because they mistype a password. Authorized users can be locked out if they change their passwords on one computer, but not on another computer. The computer that is still using the old password will continuously attempt to authenticate the user with the old password, and it will eventually lock out the user account. This might be a costly consequence of 11-5
defining account lockout policy, because the authorized users cannot access network resources until their accounts are restored. This issue does not exist for organizations that use only domain controllers that are members of Windows Server family. For more information about account lockout policy, see Account lockout policy overview in the Windows Server online Help. For information about how to apply or modify account lockout policy, see To apply or modify account lockout policy, also in the Windows Server online Help.
Access Control
A Windows network and its resources can be secured by considering what rights users, groups of users, and other computers have on the network. You can secure a computer or multiple computers by granting users or groups specific user rights. You can secure an object, such as a file or folder, through assigning permissions to allow users or groups to perform specific actions on that object. Key concepts that make up access control include: Permissions Ownership of objects Inheritance of permissions User rights Object auditing
Permissions
Permissions define the type of access granted to a user or group for an object or object property such as files, folders, and registry objects. For example, the Finance group can be granted Read and Write permissions for a file named Payroll.dat. Permissions are applied to any secured objects such as files, Active Directory objects, or registry objects. Permissions can be granted to any user, group, or computer. It is a good practice to assign permissions to groups. You can assign permissions for objects to: Groups, users, and special identities (pre-defined users or groups) in the domain. Groups and users in that domain and any trusted domains. Local groups and users on the computer where the object resides.
The permissions attached to an object depend on the type of object. For example, the permissions that can be attached to a file are different from those that can be attached to a registry key. Some permissions, however, are common to most types of objects. These common permissions are: Read Modify Change owner Delete
When you set up permissions, you specify the level of access for groups and users. For example, you can let one user read the contents of a file, let another user make changes to the file, and prevent all other users from accessing the file. You can set similar permissions on printers so that certain users can configure the printer and other users can only print from it. If you need to change the permissions on an individual object, you can simply start the appropriate tool and change the properties for that object. For example, to change the permissions on a file, you can run Windows Explorer, right-click the file name, and click Properties. On the Security tab, you can change permissions on the file.
Ownership of Objects
An owner is assigned to an object when that object is created. By default in Windows 2000 Server, the owner is the creator of the object. This has changed in Windows Server 2003 for objects created by members of the 11-6
Administrators group. When a member of the Administrators group creates an object in Windows Server 2003, the Administrators group becomes the owner, rather than the individual account that created the object. This behavior can be changed through the Local Security Settings Microsoft Management Console (MMC) snap-in, using the setting System objects: Default owner for objects created by members of the Administrators group. No matter what permissions are set on an object, the owner of the object can always change the permissions on an object. For more information, see "Ownership" in the Windows Server online Help.
Inheritance of Permissions
Inheritance allows administrators to easily assign and manage permissions. This feature automatically causes objects within a container to inherit all the inheritable permissions of that container. For example, the files within a folder, when created, inherit the permissions of the folder. Only permissions marked to be inherited will be inherited.
User Rights
User rights grant specific privileges and logon rights to users and groups in your computing environment. For information about user rights, see "User rights" in the Windows Server online Help.
Object Auditing
You can audit users' access to objects. You can then view these security-related events in the security log using the Event Viewer. For more information, see "Auditing" in the Windows Server online Help.
Access Control Best Practices

Assign permissions to groups rather than to users. Because it is inefficient to maintain user accounts directly, assigning permissions on a user basis should be the exception. Deny permissions should be used for certain special cases. Use Deny permissions to exclude a subset of a group which has Allow permissions. Use Deny permissions to exclude one special permission when you have already granted full control to a user or group. Never deny the Everyone group access to an object. If you deny everyone permission to an object, that includes administrators. A better solution would be to remove the Everyone group, as long as you give other users, groups, or computers permissions to that object. Assign permissions to an object as high on the tree as possible and then apply inheritance to propagate the security settings through the tree. You can quickly and effectively apply access control settings to all children or a subtree of a parent object. By doing this, you gain the greatest breadth of effect with the least effort. The permission settings you establish should be adequate for the majority of users, groups, and computers. Explicit permissions can sometimes override inherited permissions. Inherited Deny permissions do not prevent access to an object if the object has an explicit Allow permission entry. Explicit permissions take precedence over inherited permissions, even inherited Deny permissions. For permissions on Active Directory objects, make sure you understand the best practices specific to Active Directory objects. For more information, see "Best practices for assigning permissions on Active Directory objects" in the Windows Server 2003 online Help.
Single Sign-On
A key feature of Windows Server family authentication is its support of single sign-on. Single sign-on allows a user to log on to the Windows domain once, using a single password, and authenticate to any computer in the Windows domain without having to re-enter that password. Single sign-on provides two main security benefits: For a user, the use of a single password or smart card reduces confusion and improves work efficiency. For administrators, the amount of administrative support required for domain users is reduced, because the administrator needs to manage only one account per user. Authentication, including single sign-on, is implemented as a two-part process: interactive logon and network authentication. Successful user authentication depends on both of these processes. See the Windows Server online Help for more information about how to configure the Windows single sign-on feature. 11-7
External Security - Firewall

A firewall is a piece of hardware or software that prevents data packets from either entering or leaving a specified network. To control the flow of traffic, numbered ports corresponding to network protocols, are either opened or closed on the firewall to allow or deny data packets. The firewall looks at several pieces of information in each arriving or departing packet: the protocol through which the packet is being delivered, the destination or sender of the packet, the type of content contained in the packet, and the port number to which it is being sent. If the firewall is configured to accept the specified protocol through the targeted port, the packet is allowed through. Microsoft Small Business Server 2000 and Microsoft Windows Small Business Server 2003 Premium Edition both ship with Microsoft Internet Security and Acceleration (ISA) Server 2000 as its firewall solution.
ISA Server
Microsoft ISA Server securely routes requests and responses between the Internet and client computers on the internal network. ISA Server acts as the secure gateway to the Internet for clients on the local network. The ISA Server computer is transparent to the other parties in the communication path. The Internet user should not be able to tell that a firewall server is present, unless the user attempts to access a service or go to a site where the ISA Server computer denies access. The Internet server that is being accessed interprets the requests from the ISA Server computer as if the requests originated from the client application. When you choose Internet Protocol (IP) fragment filtering, you enable the Web Proxy and Firewall services to filter packet fragments. By filtering packet fragments, all fragmented IP packets are dropped. A well-known "attack" involves sending fragmented packets and then reassembling them in such a way that may cause harm to the system. ISA Server features an intrusion detection mechanism, which identifies the time when an attack is attempted against a network and performs a set of configured actions, or alerts, in case of an attack. If Internet Information Services (IIS) is installed on the ISA Server computer, you must configure it to not use the ports that ISA Server uses for outgoing Web requests (by default, 8080) and for incoming Web requests (by default, 80). For example, you can change IIS to monitor port 81, and then configure the ISA Server computer to direct the incoming Web requests to port 81 on the local computer running IIS. If there is a conflict between ports that ISA Server and IIS use, the setup program stops the IIS publishing service. You can then change IIS to monitor a different port, and then restart the IIS publishing service.
ISA Server Policies

You can define an ISA Server policy that dictates inbound and outbound access. Site and content rules specify which sites and content can be accessed. Protocol rules indicate whether a particular protocol is accessible for inbound and outbound communication. You can create site and content rules, protocol rules, Web publishing rules, and IP packet filters. These policies determine how the ISA Server clients communicate with the Internet and what communication is permitted.
Virus Protection
For more information about viruses and computer security in general, refer to the following Microsoft Security Web sites: Microsoft Security & Privacy (http://go.microsoft.com/fwlink/?LinkId=52239) Security documentation on Microsoft TechNet (http://go.microsoft.com/fwlink/?LinkId=52240)
Internet Information Services (IIS) Security

This section discusses IIS security issues.
11-8
Enabling Kerberos on IIS

Enabling Kerberos authentication on IIS that is running the Microsoft CRM Web site will enhance security. This is especially true for those organizations that have multiple un-trusted domains in the same Active Directory forest. The following Microsoft Knowledge Base article explains how to enable Kerberos authentication on IIS (http://go.microsoft.com/fwlink/?LinkId=52461). If Kerberos authentication cannot be used, then it is possible to enforce different password policies across un-trusted domains in the same forest. This will force users to have a different password for each un-trusted domain in the same forest.
Locking Down the Web Servers Using IIS Lockdown

IIS servers provide a great deal of functionality. However, to make your IIS servers as secure as possible, you should restrict this functionality to only that which is required. The easiest way to do this is with the IIS Lockdown tool. IIS Lockdown is a highly configurable utility that allows you to specify the nature of your Windows 2000 Web server. It will then remove any functionality that is not required for the particular Web server. You should, of course, test any changes thoroughly before implementing them in a production environment. Windows Server 2003 and IIS 6.0 does not support or require IIS Lockdown. By default IIS 6.0 is not installed on Windows Server 2003. After it is installed, it is fully secured by default so that only static content is served. Any additional functionality must be configured by the administrator or the application that is being installed. Microsoft CRM will modify the settings it needs accordingly. Note For Windows 2000 Server, the IIS Lockdown tool (http://go.microsoft.com/fwlink/?LinkId=52242) is available as part of the Security Toolkit and as a download from the Microsoft Security & Privacy Web site. Note The IIS Lockdown tool default configuration will need to be modified for Microsoft CRM. For more information, see the following "Install IIS Lockdown for use with Microsoft CRM" procedure. Note There are known issues with running IIS Lockdown on Microsoft Small Business Server. For more information, see the Microsoft Knowledge Base article 311862, "How to Use The IIS Lockdown Tool with Small Business Server" (http://go.microsoft.com/fwlink/?LinkId=52243) . IIS Lockdown can perform many steps to help secure Web servers. These can include: Locking files. Disabling services and components. Installing URLScan. Removing unneeded Internet Server Application Programming Interface (ISAPI) DLL script mappings. Removing unneeded directories. Changing ACLs.
You can use IIS Lockdown to secure many types of IIS server roles. For each server, you should pick the most restrictive role that meets the needs of your Web server. The IIS Lockdown tool records configuration changes in the %systemroot%\System32\Inetsrv\Oblt-rep.log file. The tool records uninstall information in the %systemroot%\System32\Inetsrv\Oblt-log.log file. If you remove or modify the Oblt-log.log file, you can no longer undo changes that are made by the IIS Lockdown tool.
Configuring URLScan for Windows 2000 and Windows Server 2003

As a part of running IIS Lockdown, URLScan is installed. URLScan is an ISAPI filter that screens all incoming requests to an IIS Web server, and passes to the server only those requests that comply with a rule set. This 11-9
can significantly improve the security of the server by helping ensure that the server sees only valid requests. In order for Microsoft CRM to function properly with URLScan, you must perform additional configuration after installation. In your environment there may be additional modifications required depending on the other applications your environment supports. All configuration of URLScan is done through the URLScan.ini file, which is located in the %systemroot%\System32\Inetsrv\URLScan folder. To configure URLScan, open this file in a text editor, such as Notepad, and make the appropriate changes. After you have updated the file, you will need to save it and restart IIS for the changes to take effect. For more information about the capabilities and configuration of URLScan, see How To: Use URLScan (http://go.microsoft.com/fwlink/?LinkID=53245). Note One way to quickly restart IIS is to run the IISRESET command at a command prompt.
Bandwidth Throttling
IIS can control its use of the network bandwidth either on each individual Web site or across all Web sites in your organization (global). Global control is useful if your Web server is also being used for print, e-mail, or other services that complete with IIS for use of the network adapter. Individual Web site control is useful if you host multiple Web sites on the same server. Both control methods limit only the amount of bandwidth IIS uses. They do not affect other network services. Configure Global Bandwidth Throttling on IIS 5 1. Open Internet Services Manager. 2. Expand and then right-click the server name. Click Properties. 3. Click the Internet Information Services tab, and check Enable Bandwidth Throttling. Configure Global Bandwidth Throttling on IIS 6.0 1. Open Internet Information Services (IIS) Manager. 2. Expand and then right-click the Web Sites. Click Properties. 3. Click the Performance tab, and check the Limit the total network bandwidth available for all Web sites on this server. Configure per-site Bandwidth Throttling on IIS 5 1. Open Internet Services Manager. 2. Expand and then right-click the particular Web Site name. Click Properties. 3. Click the Performance tab, and check the Enable Bandwidth Throttling. Configure per-site Bandwidth Throttling on IIS 6.0 1. Open Internet Information Services (IIS) Manager. 2. Expand and then right-click the particular Web Site name. Click Properties. 3. Click the Performance tab, and check the Limit the network bandwidth available to this Web site. Per-site control overrides global control and can be ignored if you are configuring bandwidth at the site level. Bandwidth throttling works only for static content (.htm files and images); it does not work if IPv6 is your network transport. Bandwidth throttling requires that you install the QoS Packet Scheduler service on all network connections. On Windows Server 2003 this is done automatically when you enable bandwidth control at the global or site basis, but on Windows 2000 you have to do this manually. Enable Global Bandwidth Control on Windows 2000 Server 1. Open the Local Area Connection properties page. 2. Select Install, select Service, select Add, and then select QoS Packet Scheduler. 3. Accept the default setting of 1024 kilobytes/sec. If you are hosting several sites and you want one of them to have unlimited bandwidth, how you do this depends on your global throttling setting. If global throttling is turned off, clear the Bandwidth throttling checkbox for the selected Web site to allow it unrestricted bandwidth. If global throttling is turned on, leave 11-10
throttling enabled on the selected Web site and specify a high value for the site's maximum bandwidth (the highest value you can specify is 32,767 kilobytes/sec). If users start getting HTTP 500 Internal Server Error messages consistently, it means you've probably configured your settings too low.
Process Throttling
You can also control the amount of Central Processing Unit (CPU) resources that an individual Web site can use. Bandwidth control (as discussed above) is only effective for static content, CPU process control is mainly intended for dynamic content (the exception is CGI applications where process control does not work).
Process Throttling using IIS 5

Process throttling on IIS 5 is configured on the Performance tab of the Web sites Property page. To enable process throttling, specify the CPU limit as a percent, and select Enforce limits to force a shutdown of an over active application. Enable Process Throttling on IIS 5 1. Open Internet Services Manager. 2. Expand and then right-click the particular Web Site name. Click Properties. 3. Click the Performance tab, and check the Enable Process Throttling.
Process Control using IIS 6.0

Process control on IIS 6 running in worker-process isolation mode is configured using the Performance tab of the properties page for the application pool to which the Web site belongs. (You can also configure this setting globally for all application pools, however individual application pool settings override the global settings.) Process control is turned on for the pool by selecting the Enable CPU monitoring checkbox. This tracks the CPU usage of worker processes servicing the pool. To monitor CPU usage, configure both a maximum usage (in percent) and a refresh interval (in minutes). When the maximum is exceeded one of two things can happen: an event is written to the event logs (No action) or an event is written and worker processes are shutdown. Configure CPU Monitoring on IIS 6.0 1. Open Internet Information Services (IIS) Manager (IIS 6.0). 2. Expand and then right-click the particular Application Pools. Click Properties. 3. Click the Performance tab, and check the Enable CPU monitoring.
Limiting Connections
You can also control the number of HTTP clients that can connect to each Web site. The settings include limiting the maximum number of connections (unlimited by default), specifying a timeout interval for disconnecting idle clients (120 seconds by default), and using HTTP Keep-Alives to keep TCP connections open across multiple HTTP requests (enabled by default). Connection limits prevent IIS from controlling all the connections and prevent clients from accessing other services on the servers. At least change the connection timeout from Unlimited to the default value of 1000 (an IIS recommendation). A timeout of Unlimited increases your server's exposure to denial-of-service (DoS) attacks. Also, leave HTTP Keep-Alives turned on, since all browsers from IE 4.01 support it. Configure per-site Bandwidth Throttling on IIS 5 1. Open Internet Services Manager. 2. Expand and then right-click the particular Web Site name. Click Properties. 11-11
3. Click the Performance tab, and in the Connections box, select Limited to:, and then select a value. Configure per-site Bandwidth Throttling on IIS 6.0 1. Open Internet Information Services (IIS) Manager. 2. Expand and then right-click the particular Web Site name. Click Properties. 3. Click the Performance tab, and select Connections Limited to:, and then select a value.
Additional Server Security Recommendations

In machine.config and web.config you can determine whether debugging is enabled, and also whether detailed error messages are sent to the client. You should make sure that debugging is disabled on all production servers, and that a generic error message is sent to the client if a problem occurs. This avoids unnecessary information about the Web Server configuration being sent to the client. Make sure that the IIS Web root is installed on a non-system NTFS partition for file system-level security. A non-system partition is one other than the partition containing the operating system files. (For example, C:\Inetpub is on a typical system partition, where D:\Inetpub is not.) Make sure that the latest operating system and IIS service packs and updates are applied. Check the Microsoft Security Web site (http://go.microsoft.com/fwlink/?LinkId=52245) for the latest details. On Windows Server 2003 and IIS 6.0, Microsoft CRM Server creates an application pool called CRMAppPool which operates under user credentials specified during installation. We recommend that no other ASP.NET application be installed under this same application pool. In the case of IIS 5.0 (and IIS 6.0 running in IIS 5.0 isolation mode), we recommend that the Microsoft CRM Web site be the only Web site hosted by IIS.
You can use the IISADMPWD virtual directory to reset Windows NT, Windows 2000, and Windows Server 2003 passwords. It is designed primarily for intranet scenarios and is not installed as part of IIS 5.0 and IIS 6.0, but it is not removed when IIS 4.0 is upgraded to IIS 5.0 or IIS 6.0. It should be removed if you do not use an intranet or if you connect the server to the Web. For more information, see the Microsoft Knowledge Base article Q184619, "How to Change Windows NT Account Passwords Using Internet Information Server (IIS) 4.0" (http://go.microsoft.com/fwlink/?LinkId=52246). Warning All Web sites running on the same computer as your Microsoft CRM Web site can also have access to your Microsoft CRM database.
Client Communication Security

Microsoft Outlook supports remote procedure call (RPC) encryption between the Exchange server and Microsoft CRM Sales for Outlook (the Outlook client). This simple security mechanism encrypts the network communications (RPCs) between the Exchange server and the Outlook client. This means that the message itself is not encrypted, so the Microsoft CRM server and Web client can access and read the content. But the network session between the client and server is encrypted, so a malicious user capturing network packets cannot view messages as they travel between client and server. This type of encryption must be configured in the Outlook profile and is not configured by default.
Security Operations
This section contains recommended security settings for the various servers involved in running Microsoft CRM. Several network/server environments are possible, ranging from a single Small Business Server running all Microsoft CRM components, to four separate servers running each Microsoft CRM component individually. For the purpose of this section, we are assuming that the roles are split over separate servers, because this allows us to secure each server role separately. However, if you combine the components over fewer servers, you will still be able to implement many of the suggestions in this section.
11-12
Security Patch Management

Operating systems and applications are often immensely complex. They can consist of millions of lines of code, written by many different programmers. It is essential that the software works reliably and does not compromise the security or stability of your IT environment. To minimize any problems, programs are tested thoroughly before release. However, attackers continually strive to find weaknesses in software and anticipating all attacks in the future is impossible. The vast majority of successful attacks against computer systems occur to those systems that are not fully up to date on security patches. In the Microsoft CRM environment, you will need to ensure that you are up to date on security patches across the four server roles that the Microsoft CRM server uses. To ease this task, you should consider using the technologies that Microsoft has made available to help you. Check the Microsoft Security Web site (http://go.microsoft.com/fwlink/?LinkId=52259) for the latest details.
Addressing Microsoft CRM-Specific Security Issues

If any Microsoft CRMspecific security patches are released, information will be posted on the Microsoft CRM Community site (http://go.microsoft.com/fwlink/?LinkId=53254). You should regularly check the Web site to ensure that you are fully up to date on any security issues specifically affecting Microsoft CRM.
Addressing Client-Side Security Issues

Microsoft CRM users can ensure that their clients stay current on security patches for Windows 2000, Windows XP, and Windows Server 2003 by using the Windows Update tool provided with these systems. Also, if Microsoft Security Update Services is installed on the server, much of the update process can be automated internally in your organization. However, you should be aware that clients may have Microsoft SQL Server 2000 Desktop Engine (MSDE) installed on them. These clients require SQL Server patches to be installed, in addition to any Windows patches. The Microsoft Security Notification Service will send you details of all SQL Server security patches.
Modifying Security Settings

You can make a number of changes to your Microsoft CRM environment that will provide added security. If you already have a Windows 2000 or Windows Server 2003 domain structure, you may already have applied some of these settings, but they are mentioned here because they are appropriate for a Microsoft CRM implementation. Most of the settings here can be applied at the domain, Organizational Unit (OU), or individual server levels. However, some can or should be set only at the domain level; this is indicated where applicable.
Domain Policy
Settings, such as password length, will change according to the overall security policy of your organization. It is, however, very important that you define these settings appropriately. Here are some suggestions for appropriate settings.
Security Recommendations and Best Practices

You should take a number of other measures to significantly increase the security of your Microsoft CRM environment. This section will discuss each of them in turn.
Microsoft CRM Administration Best Practices

By following a few simple rules in administration, you can dramatically increase the security of your Microsoft CRM environment: There is no need for Microsoft CRM users to have administrative privileges over the domain, so all Microsoft CRM user accounts should be restricted to Domain Users. Also, following the principle of least privilege, anyone using the Microsoft CRM system should have minimal rights. This starts at the domain level. A domain user account should be created and used to run Microsoft CRM. Domain Administrator accounts should never be used to run Microsoft CRM. 11-13
Limit the number of Microsoft CRM Administrator and Operator roles to a few individuals who are responsible for rule changes. Other Microsoft CRM users that are Exchange or Active Directory administrators do not also need to be members of the Microsoft CRM users group. It is often common practice to reuse passwords across systems and domains. For example, an administrator responsible for two domains may create Domain Administrator accounts in each that use the same password, and even set local administrator passwords on domain computers that are the same across the domain. In such a case, a compromise of a single account or computer can lead to a compromise of the entire domain. Passwords should never be reused in this way. It is also common practice to use Domain Administrator accounts as service accounts for common services such as backup systems. However, it is a security risk to use Domain Administrator accounts as service accounts. The password can easily be retrieved by anybody with administrative rights over the computer. In such a case, the compromise of one computer can lead to a compromise of the entire domain. Service accounts should never be domain administrator accounts, and they should be limited in privilege as much as possible.
DNS Settings
Windows 2000 and Windows Server 2003 make heavy use of DNS, allowing computers to contact each other and services that they use. Microsoft CRM will not function properly in an environment with corrupt or nonfunctional DNS. You therefore need to take any steps that you can to make sure that DNS continues to function properly. These steps include: Allowing only secure updates of DNS. Securing the DNS cache against pollution. Removing root hints from DNS servers. Removing the cache file from internal servers.
The steps required to perform each of these tasks are located in Chapter 12,"Installing on Windows 2000 Server", and Chapter 13, Installing on Windows Server 2003.
Microsoft SQL Server

As Microsoft CRM relies on SQL Server, it is important that you take measures to increase the security of your SQL Server database. The following steps will help you increase security: Make sure that the latest operating system and SQL Server service packs and updates are applied. Check the Microsoft Security & Privacy Web site (http://go.microsoft.com/fwlink/?LinkId=52461) for the latest details. Make sure that all SQL Server data and system files are installed on NTFS partitions for file systemlevel security. You should make the files accessible only to administrative or system-level users through NTFS permissions. This will safeguard against users accessing those files when the MSSQLSERVER service is not running. Use a low-privilege domain account or the LocalSystem (recommended) account for SQL Server service. This account should have minimal rights in the domain and should help contain (but not stop) an attack to the server in case of compromise. In other words, this account should have only local user-level permissions in the domain. In case that SQL Server is installed using a Domain Administrator account to run the services, a compromise of the SQL Server will lead to a compromise of the entire domain. If you need to change this setting, use SQL Server Enterprise Manager to make the change, because the access control lists (ACLs) on files, the registry, and user rights will be changed automatically. SQL Server is installed with two default databases named Northwind and pubs. Both databases are sample databases that are used for testing, training, and for general examples. They should not be deployed within a production system. Knowing that these databases are present can encourage an attacker to attempt exploits involving default settings and default configuration. If Northwind and pubs are present on your production SQL Server computer, you should remove them. BUILTIN\Administrators is, by default, a System Administrator on the SQL Server instance. In a large domain environment, that can be many individuals who are able to administer the Microsoft CRM SQL Server instance. There is no need for more than five individuals to have SYSADMIN
11-14
permissions on the SQL Server, so you should remove the BUILTIN\Administrators group from the SYSADMIN role, create a custom role, and add select individuals into it for SQL Server SYSADMIN. SQL Server authenticates users with either Windows NT credentials or SQL Server credentials. This is known as Mixed Mode Security. You should use Integrated Security (Windows NT authentication only) for the highest security, which allows for the use of Windows NT credentials only, not SQL Server credentials. Auditing of the SQL Server system is disabled by default, so no conditions are audited. This makes intrusion detection difficult and aids attackers in covering their tracks. At a minimum, you should enable auditing of failed logins. Each SQL login is configured to use the master database as the default database. Although users should not have rights to the master database, as a best practice, you should change the default for every SQL login (except those with the SYSADMIN role) to use Organization_name_MSCRM as the default database.
Microsoft Exchange Server

The following are a few considerations for Exchange, some of which are specifically appropriate for Exchange in a Microsoft CRM environment: Exchange contains a rich series of mechanisms for providing granular administrative control of its infrastructure. In particular, you can use administrative groups to collect particular Exchange objects, such as servers, connectors, or policies, and then modify the ACLs on those administrative groups to ensure that only certain people can access them. You may, for example, want to allow Microsoft CRM administrators some control over those servers that directly affect their applications. By efficient use of administrative groups, you can ensure that you give Microsoft CRM administrators only the rights that they need to perform their jobs. In many cases, you may find it convenient to create a separate OU for Microsoft CRM users, and give Microsoft CRM administrators limited administrative rights over that OU. They can therefore make the change for any user in that OU, but not to any user outside the OU. Exchange 2000 and Exchange 2003 servers can be further locked down by running IIS Lockdown. Exactly how IIS Lockdown functions depends on the roles of the Exchange servers. For example, if any of your Exchange servers are Outlook Web Access (OWA) front-end servers, IIS Lockdown will ensure that the World Wide Web Publishing Service remains enabled. Otherwise, the service can be disabled. You should make sure that you adequately protect against unauthorized mail relay. Exchange 2000 and Exchange 2003 are configured to prevent relay by default. The exact settings you configure will depend on your message flow and configuration of your Internet Service Providers mail server. However, the best way to approach this problem, is to lock down your mail relay settings completely and then gradually open up your settings to allow e-mail to flow successfully. Microsoft CRM Server requires the use of a Microsoft CRM mailbox (see Chapter 10, Planning Microsoft CRM and Microsoft Exchange Server for details). We recommend that the ACLs on this mailbox be set to prevent other users from adding server side rules. The Microsoft CRM-Exchange E-mail Router service operates under the Local Administrative account. This allows the router to access a specified users mailbox and process e-mail in that box. This also allows the router to access any other specified users mailbox as well. It is important that the correct mail box be designated during installation of the router. (For more information, see Chapter 10, Planning Microsoft CRM and Microsoft Exchange Server and Chapter 17, Installing the Microsoft CRM-Exchange E-mail Router).
Encrypting Network Traffic Flow

Microsoft CRM supports Web-based transactions through the platform Web server and a client running Internet Explorer. Unless Secure Sockets Layer (SSL) is enabled on the Web server, all transactions will traverse the network in clear text. To protect sensitive information on your Microsoft CRM server, you should enable SSL on the Web server by installing a supporting server certificate from a trusted Certificate Authority. You can require SSL for all clients through the Internet Information Services (IIS) Manager. 11-15
For information on configuring your servers for SSL, see the online help in IIS. Communication between the back-end Microsoft CRM components, such as the platform, SQL Server computers, Exchange server, and domain controller, take place over clear text protocols, such as SMTP, LDAP, and SQL TCP/IP. For instance, all SQL queries from the platform are sent in readable, clear text across the network. In an untrusted network, or a network with specific encryption requirements, IP Security (IPSec) can be configured transparently between the back-end components to protect this traffic with encryption and strong authentication. IPSec protection takes place at the network and session layers, and, once setup correctly, will not affect Microsoft CRM functionality.
11-16
Chapter 12 Installing on Windows 2000 Server
C H A P T E R
1 2
Installing on Windows 2000 Server

In this chapter, a step-by-step guide is provided for installing all prerequisites necessary for your Microsoft CRM deployment on Microsoft Windows 2000 Server. The following flowchart provides an overview of the installation order. After the operating system and prerequisite installations are completed, the remaining steps must be installed in the order shown in the flowchart.
Flow Chart of Installation Steps
12-1
Server Architecture
The following figure shows a typical server architecture for Microsoft CRM. This is just one example of architecture to support Microsoft CRM. When you go through the planning stages for Microsoft CRM, you may determine that a different infrastructure is appropriate for your environment.
Basic Microsoft CRM Server Architecture This section assumes that you are building an environment to support Microsoft CRM completely from the beginning with no existing Windows 2000 Server infrastructure in place. In many cases, your environment will already have Windows 2000 Server, or you will be migrating from Microsoft Windows NT 4.0 to Windows 2000 Server. Though much of your infrastructure may already be in place, this section will 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.
Install the Domain Controllers

To prepare for creating your domain controllers, you must first install Microsoft Windows 2000 onto the computers that will be promoted to be domain controllers. In the Microsoft CRM architecture, the domain controllers are named AD01 and AD02.
Install Windows 2000 Server for the First Domain Controller

The first step is to install Windows 2000 Server in a workgroup, including the components in the following list: The DNS Server service on AD01 The Support Tools from the Windows 2000 Server CD Windows 2000 Service Pack 4 (SP4) The latest fixes from the Microsoft Windows Update site (http://go.microsoft.com/fwlink/?LinkId=52209).
Prepare the AD01 server 1. Perform a default installation of Windows 2000 Server by using the CD boot or floppy boot method. Include Terminal Services in remote administration mode. Also install the Support Tools from the Windows 2000 Server CD. Use appropriate naming conventions for your environment; however, for the purposes of this guide, the first domain controller is named AD01. Enable either an internal facing, 12-2
or a private interface, which are on the same Ethernet segment as the private interface of your frontend Microsoft Exchange servers. 2. Apply Windows 2000 Server SP4 and all critical updates. 3. Install Microsoft Internet Explorer 6. 4. Change the event log size for the Application, Security, and System event logs to 80000 kilobytes (KB). Deploy AD01 as the first domain controller 1. Log on to AD01 using an account that is a member of the local administrators group. 2. On the Start menu, click Run, type DCPROMO, and then click OK to start the Active Directory Installation Wizard. 3. On the Welcome to the Active Directory Installation Wizard page, click Next, select Domain Controller for a New Domain, and then click Next. 4. On the Create Tree or Child Domain page, select Create a New Domain Tree, and then click Next. 5. On the Create or Join Forest page, select Create a New Forest of Domain Trees, and then click Next. 6. On the New Domain Name page, type the full DNS name for the new domain, and then click Next. (For example, in this architecture, the full DNS name is adventure-works.com.) 7. On the NetBIOS Domain Name page, click Next to accept the network basic input/output system (NetBIOS) domain name. Note If you have additional disks in your domain controllers, the recommended configuration is to keep the Active Directory database on a hard disk drive different from the log file. 8. On the Database and Log Locations page, click Next to accept the default database and log locations. 9. On the Shared System Volume page, click Next to accept the shared system volume location. Note If the following message appears, click OK: "Wizard cannot locate the DNS server that handles the name adventure-works to determine whether it supports dynamic update. Confirm your DNS configuration or install and configure a DNS server on this computer." 10. On the Configure DNS page, select Yes, install and configure DNS on this computer [recommended], and then click Next. 11. On the Permissions page, select Permissions compatible only with Windows 2000 servers, and then click Next. Note For more information about this option, see the Microsoft Knowledge Base article Description of Dcpromo Permissions Choices (http://go.microsoft.com/fwlink/?LinkId=52210). 12. On the Directory Services Restore Mode Administrator Password page, type a strong password (for example, "DS#Restore%1"), and then click Next. 13. On the Summary page, click Next to accept the settings shown in the summary. This starts the creation of the Windows 2000 domain and installs the DNS server. (Unless you installed DNS components when installing the server, you will be prompted for the location of the files. Insert your installation CD or type the location on your local disk.) 14. When the process is complete, click Finish, and then select Restart Now to restart the server. After the server restarts, check the DNS zone for adventure-works.com and ensure that you have four new folders in your zone (msdcs, sites, tcp, and udp). These new folders reflect the proper registration of your new domain controller in DNS. Without these four folders, your domain controller will not function correctly.
12-3
Check the DNS zone for your new domain controller 1. On the Start menu, point to Programs, point to Administrative Tools, and click DNS. 2. Expand AD01, expand Forward Lookup Zones, and expand adventure-works.com. 3. Confirm that the folders exist. If you do not see all four folders, your domain controller is not functioning properly. You can fix this by forcing the registration of the domain controller in DNS by using the NETDIAG support tool. Go to the command prompt and type NETDIAG /FIX. After this command is complete, you should see all four folders in your DNS zone. You can also force registration by stopping and restarting the Net Logon service. However, the NETDIAG tool provides a great deal of additional useful information. To validate that your domain controller is working as specified, run DCDIAG from a command prompt. DCDIAG was installed as part of the Windows 2000 Support Tools. The most important test you will see is the first one: connectivity. This test will tell you whether your domain controller is properly registered in DNS. If your tests are successful, you have a healthy domain controller and can go on to the next section.
Set Active Directory to Native Mode

If you have business applications running on Microsoft Windows NT that must interface with Microsoft CRM, we recommend that the Active Directory Domain that will contain your Microsoft CRM Server be in native mode before you can install Microsoft CRM. Note You must perform this procedure on an Active Directory domain controller. Set Active Directory to native mode 1. Log on to AD01 using an account that is a member of the Domain Administrators group. 2. On the Start menu, point to Programs, point to Administrative Tools, and then click Active Directory Domains and Trusts. 3. In the console tree, right-click the domain name for the domain that you want to administer, and then click Properties. 4. On the General tab, if Mixed Mode is displayed, click Change Mode, and then click Yes. 5. Click OK to close the Properties dialog box, and then click OK on the replication message. Note For more information about native mode and mixed mode, see the Microsoft Knowledge Base article Modes Supported by Windows 2000 Domain Controllers (http://go.microsoft.com/fwlink/?LinkId=52211).
Install Windows 2000 Server for the Second Domain Controller

The first step is to install Windows 2000 Server in a workgroup, including the components in the following list: The DNS Server service on AD02 The Support Tools from the Windows 2000 Server CD Windows 2000 Service Pack 4 (SP4) The latest fixes from the Microsoft Windows Update site (http://go.microsoft.com/fwlink/?LinkId=52212).
Prepare the AD02 server 1. Perform a default installation of Windows 2000 Server by using the CD boot or floppy boot method. Install the Support Tools from the Windows 2000 Server CD. Use appropriate naming conventions for your environment; however, for the purposes of this guide, the second domain controller should be named AD02. 12-4
2. Apply Windows 2000 Server SP4 (or later version) and any post-service pack updates. 3. Install Microsoft Internet Explorer 6. 4. Change the event log size for the Application, Security, and System event logs to 80000 KB. 5. Make the server a member of the adventure-works domain. 6. Ensure that AD01 is configured as the primary DNS server for AD02. Install the Domain Name System Service on AD02 1. From AD02, on the Start menu, point to Settings, click Control Panel, and then double-click Add/Remove Programs. 2. Click Add/Remove Windows Components. 3. Click Networking Services, and then click Details. 4. Select the check box for Domain Name System (DNS), click OK, and then click Next. 5. Complete the installation.
Promote the Second Domain Controller

In this procedure, you will promote the AD02 server you installed to be a domain controller. Promote the second domain controller 1. Log on to AD02 using an account that is a member of the Domain Administrators group. 2. On the Start menu, point to Programs, point to Accessories, point to Communications, and click Network and Dialup Connections. 3. Right-click your internal-facing network connection and select Properties. 4. Select Internet Protocol (TCP/IP), and click Properties. 5. Select the Use the following DNS server addresses and enter the IP address of the first domain controller, AD01 in the first text box. 6. Click OK, and then click OK again. 7. On the Start menu, click Run and, in the Open dialog box, type DCPROMO, and then click OK to start the Active Directory Installation Wizard. 8. On the Welcome to the Active Directory Installation Wizard page, click Next, select Additional Domain Controller for an Existing Domain, and then click Next. 9. Enter the administrator user name and password. Enter adventure-works for the domain name, and then click Next. 10. Enter the full DNS name of the domain, adventure-works.com, and then click Next. 11. Click Next to accept the default database and log locations. Note If you have additional disks in your domain controllers, the recommended configuration is to keep the Active Directory database on a hard disk drive different from the log file. 12. Click Next to accept the shared system volume location. 13. On the Directory Services Restore Mode Administrator Password page, type a strong password (such as DS#Restore%1) and then click Next. 14. Click Next to accept the settings shown in the summary, and then click Next. This starts the creation of the Windows 2000 domain. 15. When complete, click Finish, and then click Restart Now to restart the server. 16. After the server restarts, log on using an account that is a member of the Domain Administrators group.
12-5
To validate that your domain controller is working as specified, run DCDIAG from a command prompt. DCDIAG was installed as part of the Windows 2000 Support Tools. The most important test you will see is the first one: connectivity. This test will tell you whether your domain controller is properly registered in DNS. If your tests are successful, you have a healthy domain controller and can go on to the next section.
Configure Domain Controllers as Global Catalog Servers

The first domain controller in the forest (AD01) is automatically configured as a global catalog server. For additional resilience, you should also configure AD02 to be a global catalog server: Configure AD02 as a global catalog server 1. Log on to AD02 using an account that is a member of the Domain Administrators group. 2. On the Start menu, point to Programs, point to Administrative Tools, and click Active Directory Sites and Services to open the AD Sites and Services dialog box. 3. Expand Sites. 4. Expand the Default-First-Site-Name site. 5. Expand the Servers folder. 6. Expand the AD02 server object. 7. Right-click the NTDS Settings object, and then click Properties. 8. Select the Global Catalog check box, and then click OK. 9. Close the AD Sites and Services dialog box.
Additional DNS Configuration

You must provide some extra configuration of the internal Active Directory integrated zone. This configuration includes restricting the list of computers for zone transfers, creating a reverse lookup zone to secure the cache against pollution, disabling recursion, and removing root hints.
Creating the Reverse Lookup Zone

Configuring a reverse lookup zone provides the ability to make efficient reverse lookups for services that require this functionality. Create the reverse lookup zone on your domain controllers 1. Log on to AD01 using an account that is a member of the Domain Administrators group. 2. On the Start menu, point to Programs, point to Administrative Tools, and then click DNS. 3. In the DNS console, expand the AD01 server. 4. Right-click Reverse Lookup Zones, and then click New Zone. 5. On the Welcome page, click Next. 6. Select Active Directory-integrated and click Next. 7. Enter the subnet network ID for your Microsoft CRM network, or work with your network team to verify the reverse lookup zone IP range for your environment. 8. Click Next, and then click Finish.
Add the Domain Controller Pointer Records to the Reverse Lookup Zone
Configuring a reverse lookup zone helps provides bi-directional name resolution (IP address to host name and host name to IP address) for the domain controllers. Add pointer records for the domain controllers in the reverse lookup zone 1. Log on to AD01 using an account that is a member of the Domain Administrators group. 12-6
2. From a command prompt type ipconfig /registerdns. 3. Repeat steps 1 and 2 on AD02. 4. In the DNS console on AD01, expand the AD01 server. 5. Expand Reverse Lookup Zones, and select the reverse lookup zone that you created in the previous section. 6. Verify that pointer records have been created for AD01 and AD02 in the reverse lookup zone.
Configure Zone Transfers

Zone transfers for the Active Directory integrated forward and reverse lookup zones should be allowed only between the domain controllers in the same domain. Configure zone transfers for AD01 1. Log on to AD01 using an account that is a member of the Domain Administrators group. 2. On the Start menu, point to Programs, point to Administrative Tools, and then click DNS. 3. In the DNS console, expand the AD01 server. 4. Expand Forward Lookup Zones, right-click adventure-works.com, and then click Properties. 5. Select the Zone Transfers tab, and then select the Only to the Following Servers option. 6. Add the IP address for AD02 and then click Add. 7. Click OK. 8. Repeat these steps for the reverse lookup zone. Configure zone transfers for AD02 1. Log on to AD02 using an account that is a member of the Domain Administrators group. 2. On the Start menu, point to Programs, point to Administrative Tools, and then click DNS. 3. In the DNS console, expand the AD02 server. 4. Expand Forward Lookup Zones, right-click adventure-works.com, and then click Properties. 5. Select the Zone Transfers tab, and then select the Only to the Following Servers option. 6. Add the IP address for AD01, and then click Add. 7. Click OK. 8. Repeat these steps for the reverse lookup zone.
Secure Cache Against Pollution

Securing the cache against pollution helps to prevent spoofed DNS records from polluting the cache. Unlike the external DNS, this is an additional security feature and is optional rather than a major requirement. You perform the following procedure on both domain controllers. Secure the DNS cache against pollution on AD01 and AD02 1. Log on to AD01 using an account that is a member of the Domain Administrators group. 2. On the Start menu, point to Programs, point to Administrative Tools, and then click DNS. 3. In the DNS console, right-click AD01, and then click Properties. 4. Select the Advanced tab, verify that the Secure cache against pollution check box is selected, and then click OK. 5. Repeat these steps on AD02.
12-7
Remove Root Hints

Removing root hints will prevent the internal DNS servers from knowing about the root (.) or DNS servers and attempting to send name resolution requests to those computers. This procedure is optional but recommended for internal DNS Servers only. You perform the following procedure on both domain controllers. Remove all root hints on AD01 and AD02 1. Log on to AD01 using an account that is a member of the Domain Administrators group. 2. On the Start menu, point to Programs, point to Administrative Tools, and then click DNS. 3. In the DNS console, right-click AD01, and then click Properties. 4. Select the Root Hints tab, remove any entries that are present, and then click OK. 5. Repeat these steps on AD02.
Remove the Cache File

The cache.dns file also contains the addresses of the root DNS computers. Removing this file means that there is no record of these computers on any of your internal DNS servers. This procedure is optional but recommended for internal DNS Servers only. You perform the following procedure on both domain controllers. Remove the cache.dns file on AD01 and AD02 1. Open Windows Explorer on AD01. 2. Locate your Windows 2000 installation directory, and then expand \system32\dns. 3. Delete the file named cache.dns. 4. Repeat these steps on AD02.
Verify DNS
Verify DNS 1. To verify DNS, run the NSLOOKUP utility and check that the names can be resolved both as a relative name (for example, AD01 and AD02) and as a fully qualified domain name (FQDN) (for example, ad01.adventure-works.com and ad02.adventure-works.com).
Install Windows 2000 Server on the Remaining Microsoft CRM System Servers
When you install Windows 2000 Server for the remaining servers, make sure that you include the components in the following list: The Support Tools from the Windows 2000 Server CD Windows 2000 Service Pack 4 (SP4) The latest fixes from the Microsoft Windows Update site (http://go.microsoft.com/fwlink/?LinkId=52213).
Prepare the remaining servers 1. For each server listed in the following table, perform a default installation of Windows 2000 Server using the CD boot or floppy boot method. Include Terminal Services in remote administration mode. Also install the Support Tools from the Windows 2000 Server CD. Use appropriate naming conventions for your environment; however, for the purposes of this guide, name the computers based on the information in the following table. Enable either an internal facing, or a private interface, which will be on the same Ethernet segment as the private interface of domain controllers. 12-8
2. Apply Windows 2000 Server SP4 and any upgrades. 3. Install Internet Explorer 6. 4. Change the event log size for the Application and System event logs to 80000 KB. 5. Ensure that all servers listed in the following table are members of the adventure-works domain and that all "additional components" are installed according to instructions in the previous sections. Note On the Microsoft CRM server, the Microsoft .NET Framework 1.1 or later is a required component for Microsoft CRM. This component is installed by Microsoft CRM Setup, but may also be installed by Windows Update while you are applying updates to your server. If you choose to install the .NET Framework prior to the installation of Microsoft CRM, you MUST ensure that Internet Information Services (IIS) is already installed at that point. Failure to do this will result in ASP.NET not being correctly registered on the server, and Microsoft CRM not functioning properly. In the following chart, the name of the Microsoft CRM Server computer is shown as CRM01. This name, as are all the other computer names used in this guide, is for illustration and discussion purposes. In naming your own computers in your implementation, avoid using extended characters, meaning those characters between decimal number 128 and 255 of the ASCII character chart. Some DNS servers are not able to recognize server names using these characters. Computer name
CRM01
BackNet IP configuration
IP: Mask: Gateway: DNS1: AD01 DNS2: AD02 IP: Mask: Gateway: DNS1: AD01 DNS2: AD02 IP: Mask: Gateway: DNS1: AD01 DNS2: AD02
FrontNet IP configuration
None
Member of domain
Additional components
Yes, Network Monitor, IIS, ASP.NET, adventure-works Windows 2000 Support Tools .com Yes, Network Monitor, Windows 2000 adventure-works Support Tools .com Yes, Network Monitor, Network News adventure-works Transport Protocol (NNTP), SMTP, IIS, .com Windows 2000 Support Tools, ASP.NET
CRMSQL01
None
EXBE01
None
12-9
Install Microsoft SQL Server 2000 Verify Prerequisites

Before you install Microsoft CRM Server, review your server installations and note the following: Microsoft SQL Server 2000 Service Pack 4 (SP4) or later must be installed. Microsoft SQL Server can be, but is not required to be, installed on the same computer as Microsoft CRM Server. If Microsoft CRM and SQL Server are installed on different computers, they must be in the same Active Directory domain. Microsoft CRM Server Setup supports only the default instance of SQL Server. Note If you need to use a named instance of SQL Server, you must contact Microsoft Product Support Services for assistance. For a complete list of Microsoft Product Support Services telephone numbers and information about support costs, visit the following Microsoft Web site: http://support.microsoft.com/contactus/?ws=support. SQL Server can be installed using either Windows authentication or Mixed Mode authentication. (Windows authentication is recommended for the increased security and Microsoft CRM will use only Windows authentication). The service account that SQL Server uses to log on to the network must either be a local system account or a domain administrator account. Installation of CRM will fail if the SQL Server service account is the local administrator. The SQL Server service must be started. This service can be configured to automatically start when the computer is started. SQL Server Agent must be started. This service can be configured to automatically start when the computer is started. Microsoft CRM does not support the personal edition of SQL Server 2000 and Microsoft SQL Server 2000 Desktop Engine (MSDE) as a database server for the Microsoft CRM server. Although it is not mandatory, it is suggested that you accept the SQL Server default settings for Collation Designator, Sort Order, and SQL Collation. Microsoft CRM supports both case-sensitive and case-insensitive sort orders. Microsoft CRM Setup requires at least the Named Pipes network library to authenticate using SQL Server. Both Named Pipes and TCP/IP network libraries are enabled by default when you install SQL Server 2000. If you are using an existing installation of SQL Server and the computer name has been changed since SQL Server was installed, you need to change the computer name in SQL Server to the actual computer name. See the stored procedures sp_helpserver, sp_dropserver, and sp_addserver in SQL Server Books Online (http://go.microsoft.com/fwlink/?LinkId=52214).
Install SQL Server 2000

Install Microsoft SQL Server 2000 following the installation procedures published by Microsoft SQL Server 2000.
12-10
Install SQL Server 2000 Service Pack 4

After you install SQL Server, you must apply SP4 before installing Microsoft CRM. Install SQL Server SP4 following the installation procedures published for Microsoft SQL Server 2000 SP4.
12-11

Before you install Microsoft CRM Server, review your server installations and note the following: Microsoft SQL Server can be, but is not required to be, installed on the same computer as Microsoft CRM Server. If Microsoft CRM and SQL Server are installed on different computers, they must be in the same Active Directory domain. Microsoft CRM Server Setup supports only the default instance of SQL Server.
Note: If you need to use a named instance of SQL Server, you must contact Microsoft Product Support Services for assistance. For a complete list of Microsoft Product Support Services telephone numbers and information about support costs, visit the following Microsoft Web site: http://support.microsoft.com/contactus/?ws=support. SQL Server can be installed using either Windows authentication or Mixed Mode authentication. (Windows authentication is recommended for the increased security and Microsoft CRM will use only Windows authentication). The service account that SQL Server uses to log on to the network must either be a local system account or a domain account with sufficient privileges. Installation of CRM will fail if the SQL Server service account is the local administrator. The SQL Server service must be started. This service can be configured to automatically start when the computer is started. SQL Server Agent must be started. This service can be configured to automatically start when the computer is started. Although it is not mandatory, it is suggested that you accept the SQL Server default settings for Collation Designator, Sort Order, and SQL Collation. Microsoft CRM supports both case-sensitive and case-insensitive sort orders. Microsoft CRM Setup requires at least the Named Pipes network library to authenticate using SQL Server. Both Named Pipes and TCP/IP network libraries are enabled by default when you install SQL Server 2005.

12-12
Install Microsoft Exchange Server

In the following sections, you install and configure Exchange Server in the Microsoft CRM environment. Note that in the example deployment, the following naming convention is used: Active Directory DNS Domain: adventure-works.com (ISP company) Exchange Organization: adventure-works SMTP Domain: adventure-works.com Note This section shows the overall steps necessary for an Exchange Server installation. However, due to the many variations in Exchange configurations in different organizations, it doesnt provide detailed steps. If this installation is purely for test purposes, the simple installation outlined in this section will be sufficient.
Prepare Active Directory for Microsoft Exchange Server

A number of pre-installation steps must be accomplished to install Exchange Server into an Active Directory environment. Checklists for these steps are created during the installation process depending on the type of installation scenario being implemented. This procedure describes a brand new installation of Exchange for the adventure-works.com environment. For other scenarios, see the Exchange Deployment guide (http://go.microsoft.com/fwlink/?LinkId=52215). Prepare Active Directory for an Exchange Server installation on AD01 1. Log on to AD01 using an account that is a member of the Domain Administrators group. 2. Start the Exchange Setup program. 3. On the Welcome page, click Next. 4. Click the I agree option and then click Next. 5. Enter the correct CD key and click Next. 6. On the Component Selection page, click Next. 7. On the Installation Type page, select Create a New Exchange Organization and click Next. 8. On the Organization Name page, enter the organization name of adventure-works. 9. On the Exchange Administrator Account page, select the account you want to have Exchange Full Administrator permissions and click Next. 10. Complete the Setup program. 11. Log off AD01. Note Before continuing, if you have multiple domain controllers, allow sufficient time for replication to occur (typically 15 to 30 minutes). If you do not want to wait for replication, you can use Active Directory Sites and Services to force replication to occur.
Configure the /3GB Parameter

Exchange servers that contain more than 1 gigabyte (GB) of physical RAM require changes to the overall virtual memory allocation. You complete these steps on all Exchange servers; in our example deployment, this is EXBE01. Configure the /3GB parameter on EXBE01 1. Log on to EXBE01 using an account that is a member of the administrators group.
12-13
2. Remove the read-only attribute from the C:\Boot.ini file. If you cannot see Boot.ini on C:\, it may be because you have set Windows to hide system files. You may need to clear the Hide Protected Operating System Files (recommended) check box in Windows Explorer. To do this: a. On the Tools menu, click Folder Options, click the View tab and scroll down to the Hide Protected Operating System Files (recommended) entry. b. Confirm that the Show Hidden Files and Folders entry is selected. 3. Copy the C:\boot.ini file to C:\save_boot.ini in case you make any mistakes with the boot.ini file. 4. Open C:\Boot.ini in a text editor, such as Notepad. 5. Add /3GB (remember to leave a space before the backslash character) to the end of the line under the heading [Operating Systems], and then save the file. 6. Close the text editor.
Install Exchange 2000 and Exchange SP3 on the Server

In this section you install Exchange 2000, and then install Exchange Service Pack 3 (SP3). Install Exchange 2000 and Exchange SP3 1. Log on to AD01 using an account that is a member of the Domain Administrators group. 2. Run Setup from the Exchange 2000 CD. Use the default of Typical and ensure that the path points to a local drive on the server (recommended for Microsoft CRM: C:\Program Files\Exchsrvr), and join the adventure-works organization. 3. Click OK to finish setup. 4. Install Exchange SP3 and select Continue if any error messages appear about overwriting dynamiclink libraries (DLLs). 5. When prompted to restart your computer, click OK.
Configure External DNS for the SMTP Virtual Server

You need to configure an external DNS server so that the SMTP server looks to the Internet DNS when attempting to deliver mail to other domains. This is done by enabling the SMTP server to use the external DNS resolving servers. The SMTP virtual server should be set to an external DNS server. Configure the external DNS for the SMTP virtual server 1. On the Start menu, point to Programs, click Microsoft Exchange, and then click System Manager. 2. Expand Servers, expand EXBE01, expand Protocols, and expand SMTP. 3. Right-click Default SMTP Virtual Server, and then click Properties. 4. Click the Delivery tab, and then click Advanced. 5. Click Configure, and add the IP address for the external DNS server. 6. Click OK, and then click OK again to close the dialog box.
12-14
Chapter 13 Installing on Windows Server 2003
C H A P T E R
1 3
Installing on Windows Server 2003

In this chapter, a step-by-step guide is provided for installing all prerequisites necessary for your Microsoft CRM deployment on Microsoft Windows Server 2003. The following flowchart provides an overview of the installation order. After the operating system and prerequisite installations are completed, the remaining steps must be installed in the order shown in the flowchart.
Flow Chart of Installation Steps
13-1
Server Architecture
The following figure shows a typical server architecture for Microsoft CRM. This is just one example of architecture to support Microsoft CRM. When you go through the planning stages for Microsoft CRM, you may determine that a different infrastructure is appropriate for your environment.
Basic Microsoft CRM Server Architecture This section assumes that you are building an environment to support Microsoft CRM completely from scratch with no existing Windows Server 2003 infrastructure in place. In many cases, your environment will already have Windows Server 2003, or you will be migrating from Microsoft Windows NT 4.0 Windows Server 2003. Though much of your infrastructure may already be in place, you should still read this section in its entirety, because it will 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.
Install the Domain Controllers

To prepare for creating your domain controllers, you must first install Microsoft Windows Server 2003 on the computers that will be promoted to be domain controllers. In the Microsoft CRM architecture, the domain controllers are named AD01 and AD02.
Install Windows Server 2003 for the First Domain Controller

The first step is to install Windows Server 2003 in a workgroup, including the components in the following list: The DNS Server service on AD01 The Support Tools from the Windows Server 2003 CD The latest fixes from the Microsoft Windows Update site (http://go.microsoft.com/fwlink/?LinkId=52203)
Prepare the AD01 server 1. Perform a default installation of Windows Server 2003 by using the CD boot. Install the Support Tools from the Windows Server 2003 CD. Use appropriate naming conventions for your environment; however, for the purposes of this guide, the first domain controller should be named AD01. Enable either an internal facing, or a private interface, which are on the same Ethernet segment as the private interface of your Microsoft Exchange server. Once the operating system is loaded, go to My 13-2
Computer, Properties and select the Allow users to connect remotely to your computer check box on the Remote tab. This allows you to use Remote Desktop client to connect to the computer. Only users with administrator privileges can access this computer remotely. 2. Apply Windows Server 2003 SP1 and all critical updates. 3. Change the event log size for the Application, Security, and System event logs to 80000 kilobytes (KB). Deploy AD01 as the first domain controller 1. Log on to AD01 using an account that is a member of the local administrators group. 2. On the Start menu, click Run, type DCPROMO, and then click OK to start the Active Directory Installation Wizard. 3. On the Welcome to the Active Directory Installation Wizard page, click Next twice, select Domain Controller for a New Domain, and then click Next. 4. On the Create New Domain page, select Domain in a new forest, and then click Next. 5. On the New Domain Name page, type the full DNS name for the new domain, and then click Next. (For example, in this architecture, the full DNS name is adventure-works.com.) 6. On the NetBIOS Domain Name page, click Next to accept the network basic input/output system (NetBIOS) domain name. 7. On the Database and Log Folders page, click Next to accept the default database and log locations. Note If you have additional disks in your domain controllers, the recommended configuration is to keep the Active Directory database on a hard disk drive different from the log file. 8. On the Shared System Volume page, click Next to accept the shared system volume location. 9. On the DNS Registration Diagnostics page, select Install and configure the DNS server on this computer, and set this computer to use this DNS server as its preferred DNS server. Click Next. 10. On the Permissions page, select Permissions compatible only with Windows 2000 or Windows Server 2003 operating systems, and then click Next. 11. On the Directory Services Restore Mode Administrator Password page, type a strong password using a combination of letters, numbers, and symbols (such as "DS#Restore%1"), and then click Next. Note For more information about this option, see the Microsoft Knowledge Base article 257988. 12. On the Summary page, click Next to accept the settings shown in the summary. This starts the creation of the Windows Server 2003 domain and installs the DNS server. (Unless you installed DNS components when installing the server, you will be prompted for the location of the files. Insert your installation CD or type the location on your local disk.) 13. When the process is complete, click Finish, and then select Restart Now to restart the server. Check the DNS zone for your new domain controller 1. On the Start menu, point to All Programs, point to Administrative Tools, and click DNS. 2. Expand AD01, expand Forward Lookup Zones, and expand adventure-works.com. 3. Confirm that the folders exist. To validate that your domain controller is working as specified, run DCDIAG from a command prompt. DCDIAG was installed as part of the Windows Server 2003 Support Tools. The most important test you will see is the first one: connectivity. This test will tell you whether your domain controller is properly registered in DNS. If your tests are successful, you have a healthy domain controller and can go on to the next section.
13-3
Set Active Directory to Native Mode

If you have business applications running on Microsoft Windows NT that must interface with Microsoft CRM, it is recommended that the Active Directory Domain that will contain your Microsoft CRM Server be in native mode before you can install Microsoft CRM. Note You must perform this procedure on an Active Directory domain controller. Set Active Directory to native mode 1. Log on to AD01 using an account that is a member of the Domain Administrators group. 2. On the Start menu, point to All Programs, point to Administrative Tools, and then click Active Directory Domains and Trusts. 3. In the console tree, right-click the domain name for the domain that you want to administer, and then click Raise Domain Functional Level. 4. On the Raise Domain Functional Level page, if the current domain functional level of Windows 2000 Mixed is displayed, choose Windows 2000 native or Windows Server 2003 from the dropdown list and select Raise. Click OK to close the Properties dialog box, and then click OK on the replication message. For more information, see HOW TO: Raise Domain and Forest Functional Levels in Windows Server 2003 (http://go.microsoft.com/fwlink/?LinkId=52205).
Install Windows Server 2003 for the Second Domain Controller

The first step is to install Windows Server 2003 in a workgroup, including the components in the following list: The DNS Server service on AD02 The Support Tools from the Windows Server 2003 CD The latest fixes from the Microsoft Windows Update site (http://go.microsoft.com/fwlink/?LinkId=52203)
Prepare the AD02 server 1. Perform a default installation of Windows Server 2003 by using the CD boot or floppy boot method. Install the Support Tools from the Windows Server 2003 CD. Use appropriate naming conventions for your environment; however, for the purposes of this guide, the second domain controller should be named AD02. 2. Apply any updates. 3. Change the event log size for the Application, Security, and System event logs to 80000 KB. 4. Make the server a member of the adventure-works domain. 5. Ensure that AD01 is configured as the primary DNS server for AD02. Install the Domain Name System Service on AD02 1. From AD02, on the Start menu, point to Settings, click Control Panel, and then double-click Add/Remove Programs. 2. Click Add/Remove Windows Components. 3. Click Networking Services, and then click Details. 4. Select the check box for Domain Name System (DNS), click OK, and then click Next. 5. Complete the installation.
13-4
Promote the Second Domain Controller

In this procedure, you will promote the AD02 server you installed to be a domain controller. Promote the second domain controller 1. Log on to AD02 using an account that is a member of the Domain Administrators group. 2. On the Start menu, point to All Programs, point to Accessories, point to Communications, and click Network Connections. 3. Right-click your internal-facing network connection (usually called Local Area Connection) and select Properties. 4. Select Internet Protocol (TCP/IP), and click Properties. 5. Select the Use the following DNS server addresses and enter the IP address of the first domain controller, AD01 in the first text box. 6. Click OK, and then click OK again. 7. On the Start menu, click Run and, in the Open dialog box, type DCPROMO, and then click OK to start the Active Directory Installation Wizard. 8. On the Welcome to the Active Directory Installation Wizard page, click Next twice, select Additional Domain Controller for an Existing Domain, and then click Next. 9. Enter the administrator user name and password. Enter adventure-works (the domain information is usually populated by default) for the domain name, and then click Next. 10. Enter the full DNS name of the domain, adventure-works.com, and then click Next. 11. Click Next to accept the default database and log locations. Note If you have additional disks in your domain controllers, the recommended configuration is to keep the Active Directory database on a hard disk drive different from the log file. 12. Click Next to accept the shared system volume location. 13. On the Directory Services Restore Mode Administrator Password page, type a strong password using a combination of letters, numbers, and symbols (such as "DS#Restore%1"), and then click Next. 14. Click Next to accept the settings shown in the summary, and then click Next. 15. When complete, click Finish, and then click Restart Now to restart the server. 16. After the server restarts, log on using an account that is a member of the Domain Administrators group. To validate that your domain controller is working as specified, run DCDIAG from a command prompt. DCDIAG was installed as part of the Windows Server 2003 Support Tools. The most important test you will see is the first one: connectivity. This test will tell you whether your domain controller is properly registered in DNS. If your tests are successful, you have a healthy domain controller and can go on to the next section.
Configure Domain Controllers as Global Catalog Servers

The first domain controller in the forest (AD01) is automatically configured as a global catalog server. For additional resilience, you should also configure AD02 to be a global catalog server: Configure AD02 as a global catalog server 1. Log on to AD02 using an account that is a member of the Domain Administrators group. 2. On the Start menu, point to All Programs, point to Administrative Tools, and click Active Directory Sites and Services. 3. Expand Sites. 4. Expand the Default-First-Site-Name site. 5. Expand the Servers folder. 13-5
6. Expand the AD02 server object. 7. Right-click the NTDS Settings object, and then click Properties. 8. Select the Global Catalog check box, and then click OK. 9. Close Active Directory Sites and Services.
Additional DNS Configuration

You must provide some extra configuration of the internal Active Directory integrated zone. This configuration includes restricting the list of computers for zone transfers, creating a reverse lookup zone to secure the cache against pollution, disabling recursion, and removing root hints.
Create the Reverse Lookup Zone

Configuring a reverse lookup zone provides the ability to make efficient reverse lookups for services that require this functionality. Create the reverse lookup zone on your domain controllers 1. Log on to AD01 using an account that is a member of the Domain Administrators group. 2. On the Start menu, point to All Programs, point to Administrative Tools, and then click DNS. 3. In the DNS console, expand the AD01 server. 4. Right-click Reverse Lookup Zones and then click New Zone. 5. On the Welcome page, click Next. 6. Select Primary Zone to verify that Store the zone in Active Directory is selected, and click Next. 7. On the Active Directory Zone Replication Scope page, select To all DNS Servers in the Active Directory forest <domainname> option. 8. Enter the subnet network ID for your Microsoft CRM network, or work with your network team to verify the reverse lookup zone IP range for your environment. Click Next. 9. On the Dynamic Update page, choose Allow only secure dynamic updates (recommended by Active Directory). Click Next. 10. Click Finish to complete the wizard.
Add the Domain Controller Pointer Records to the Reverse Lookup Zone
Configuring a reverse lookup zone helps provides bi-directional name resolution (IP address to host name and host name to IP address) for the domain controllers. Add pointer records for the domain controllers in the reverse lookup zone 1. Log on to AD01 using an account that is a member of the Domain Administrators group. 2. From a command prompt type ipconfig /registerdns. 3. Repeat steps 1 and 2 on AD02. 4. In the DNS console on AD01, expand the AD01 server. 5. Expand Reverse Lookup Zones, and select the reverse lookup zone that you created in the previous section. 6. Verify that pointer records have been created for AD01 and AD02 in the reverse lookup zone.
Configure Zone Transfers

Zone transfers for the Active Directory integrated forward and reverse lookup zones should be allowed only between domain controllers in the same domain. 13-6
Configure zone transfers for AD01 1. Log on to AD01 using an account that is a member of the Domain Administrators group. 2. On the Start menu, point to All Programs, point to Administrative Tools, and then click DNS. 3. In the DNS console, expand the AD01 server. 4. Expand Forward Lookup Zones, right-click adventure-works.com, and then click Properties. 5. Select the Zone Transfers tab, and then select the Only to the Following Servers option. 6. Add the IP address for AD02 and then click Add. 7. Click OK. 8. Repeat these steps for the reverse lookup zone. Configure zone transfers for AD02 1. Log on to AD02 using an account that is a member of the Domain Administrators group. 2. On the Start menu, point to All Programs, point to Administrative Tools, and then click DNS. 3. In the DNS console, expand the AD02 server. 4. Expand Forward Lookup Zones, right-click adventure-works.com, and then click Properties. 5. Select the Zone Transfers tab, and then select the Only to the Following Servers option. 6. Add the IP address for AD01, and then click Add. 7. Click OK. 8. Repeat these steps for the reverse lookup zone.
Secure Cache Against Pollution

Securing the cache against pollution helps to prevent spoofed DNS records from polluting the cache. Unlike the external DNS, this is an additional security feature and is optional rather than a major requirement. You perform the following procedure on both domain controllers. Secure the DNS cache against pollution on AD01 and AD02 1. Log on to AD01 using an account that is a member of the Domain Administrators group. 2. On the Start menu, point to All Programs, point to Administrative Tools, and then click DNS. 3. In the DNS console, right-click AD01, and then click Properties. 4. Select the Advanced tab, verify that the Secure cache against pollution check box is selected, and then click OK. 5. Repeat these steps on AD02.
Remove Root Hints

Removing root hints will prevent the internal DNS servers from knowing about the root (.) or DNS servers and attempting to send name resolution requests to those computers. This procedure is optional but recommended for internal DNS Servers only. You perform the following procedure on both domain controllers. Remove all root hints on AD01 and AD02 1. Log on to AD01 using an account that is a member of the Domain Administrators group. 2. On the Start menu, point to All Programs, point to Administrative Tools, and then click DNS. 3. In the DNS console, right-click AD01, and then click Properties. 4. Select the Root Hints tab, remove any entries that are present, and then click OK. 5. Repeat these steps on AD02.
13-7
Remove the Cache File

The cache.dns file also contains the addresses of the root DNS computers. Removing this file means that there is no record of these computers on any of your internal DNS servers. This procedure is optional but recommended for internal DNS Servers only. You perform the following procedure on both domain controllers. Remove the cache.dns file on AD01 and AD02 1. Open Windows Explorer on AD01. 2. Locate your Windows Server 2003 installation directory, and then expand \system32\dns. 3. Delete the file named cache.dns. 4. Repeat these steps on AD02.
Verify DNS
Verify DNS To verify DNS, run the NSLOOKUP utility and verify that the names can be resolved both as a relative name (for example, AD01 and AD02) and as a fully qualified domain name (FQDN) (for example, ad01.adventure-works.com and ad02.adventure-works.com).
Install Windows Server 2003 on the Remaining Microsoft CRM System Servers
When you install Windows Server 2003 for the remaining servers, make sure that you include the components in the following list: The Support Tools from the Windows Server 2003 CD The latest fixes from the Microsoft Windows Update site (http://go.microsoft.com/fwlink/?LinkId=52203).
Prepare the remaining servers 1. For each server listed in the following table, perform a default installation of Windows Server 2003 using the CD boot or floppy boot method. Also install the Support Tools from the Windows Server 2003 CD. Use appropriate naming conventions for your environment; however, for the purposes of this guide, name the computers based on the information in the following table. Enable either an internal facing, or a private interface, which will be on the same Ethernet segment as the private interface of domain controllers. 2. Apply Windows Server 2003 SP1 and any updates. 3. Change the event log size for the Application and System event logs to 80000 KB. 4. Ensure that all servers listed in the following table are members of the adventure-works domain and that all "additional components" are installed according to instructions in the previous sections. Note On the Microsoft CRM server, the Microsoft .NET Framework 1.1 is a required component for Microsoft CRM. Although the framework is already installed on Windows Server 2003, it is also available from the Microsoft CRM installation CDs.
13-8
Note In the following chart, the name of the Microsoft CRM Server computer is shown as CRM01. This name, as are all the other computer names used in this guide, is for illustration and discussion purposes. In naming your own computers in your implementation, avoid using extended characters, meaning those characters between decimal number 128 and 255 of the ASCII character chart. Some DNS servers are not able to recognize server names using these characters.
Computer name
CRM01
BackNet IP configuration
IP: Mask: Gateway: DNS1: AD01 DNS2: AD02 IP: Mask: Gateway: DNS1: AD01 DNS2: AD02 IP: Mask: Gateway: DNS1: AD01 DNS2: AD02
FrontNet IP configuration
None
Member of domain
Additional components
Yes, Network Monitor, Internet Information adventure-works Services (IIS), ASP.NET, Windows .com Server 2003 Support Tools Yes, Network Monitor, Windows Server 2003 adventure-works Support Tools .com Yes, Network Monitor, Network News adventure-works Transport Protocol (NNTP), SMTP, IIS, .com Windows Server 2003 Support Tools, ASP.NET
CRMSQL01
None
EXBE01
None
13-9

Before you install Microsoft CRM Server, review your server installations and note the following: Microsoft SQL Server 2000 Service Pack 4 (SP4) must be installed. Microsoft SQL Server can be, but is not required to be, installed on the same computer as Microsoft CRM Server. If Microsoft CRM and SQL Server are installed on different computers, they must be in the same Active Directory domain. Microsoft CRM Server supports only the default instance of SQL Server. Note If you need to use a named instance of SQL Server, you must contact Microsoft Product Support Services for assistance. For a complete list of Microsoft Product Support Services telephone numbers and information about support costs, visit the following Microsoft Web site: http://support.microsoft.com/contactus/?ws=support. SQL Server can be installed using either Windows authentication or Mixed Mode authentication. (Windows authentication is recommended for the increased security and Microsoft CRM will use only Windows authentication). The service account that SQL Server uses to log on to the network must either be a local system account or a domain administrator account. Installation of CRM will fail if the SQL Server service account is the local administrator. The SQL Server service must be started. This service can be configured to automatically start when the computer is started. SQL Server Agent must be started. This service can be configured to automatically start when the computer is started. Microsoft CRM does not support the personal edition of SQL Server 2000 and Microsoft SQL Server 2000 Desktop Engine (MSDE) as a database server for the Microsoft CRM server. Although it is not mandatory, it is suggested that you accept the SQL Server default settings for Collation Designator, Sort Order, and SQL Collation. Microsoft CRM supports both case-sensitive and case-insensitive sort orders. Microsoft CRM Setup requires at least the Named Pipes network library to authenticate using SQL Server. Both Named Pipes and TCP/IP network libraries are enabled by default when you install SQL Server 2000. If you are using an existing installation of SQL Server and the computer name has been changed since SQL Server was installed, you need to change the computer name in SQL Server to the actual computer name. See the stored procedures sp_helpserver, sp_dropserver, and sp_addserver in SQL Server Books Online.

13-10

After you install SQL Server, you must apply SP4 before installing Microsoft CRM. Install SQL Server SP4 following the installation procedures published for Microsoft SQL Server 2000 SP4.
13-11

Before you install Microsoft CRM Server, review your server installations and note the following: Microsoft SQL Server can be, but is not required to be, installed on the same computer as Microsoft CRM Server. If Microsoft CRM and SQL Server are installed on different computers, they must be in the same Active Directory domain. Microsoft CRM Server Setup supports only the default instance of SQL Server. Note If you need to use a named instance of SQL Server, you must contact Microsoft Product Support Services for assistance. For a complete list of Microsoft Product Support Services telephone numbers and information about support costs, visit the following Microsoft Web site: http://support.microsoft.com/contactus/?ws=support. SQL Server can be installed using either Windows authentication or Mixed Mode authentication. (Windows authentication is recommended for the increased security and Microsoft CRM will use only Windows authentication). The service account that SQL Server uses to log on to the network must either be a local system account or a domain user account. Installation of CRM will fail if the SQL Server service account is the local administrator. The SQL Server service must be started. This service can be configured to automatically start when the computer is started. SQL Server Agent must be started. This service can be configured to automatically start when the computer is started. Microsoft CRM does not support the personal edition of SQL Server 2000 and Microsoft SQL Server 2000 Desktop Engine (MSDE) as a database server for the Microsoft CRM server. Although it is not mandatory, it is suggested that you accept the SQL Server default settings for Collation Designator, Sort Order, and SQL Collation. Microsoft CRM supports both case-sensitive and case-insensitive sort orders. Microsoft CRM Setup requires at least the Named Pipes network library to authenticate using SQL Server. Both Named Pipes and TCP/IP network libraries are enabled by default when you install SQL Server 2005.

13-12
Install Microsoft Exchange Server 2003

In the following sections, you install and configure Exchange Server 2003 in the Microsoft CRM environment. Note that in the example deployment, the following naming convention is used: Active Directory DNS Domain: adventure-works.com (ISP company) Exchange Organization: adventure-works SMTP Domain: adventure-works.com Note This section shows the overall steps necessary for an Exchange 2003 installation. However, due to the many variations in Exchange configurations in different organizations, it doesnt provide detailed steps. If this installation is purely for test purposes, the simple installation outlined in this section will suffice.
Prepare Active Directory for Microsoft Exchange Server 2003

A number of pre-installation steps must be accomplished to install Exchange Server 2003 into an Active Directory environment. Checklists for these steps are created during the installation process depending on the type of installation scenario being implemented. This procedure describes a brand new installation of Exchange for the adventure-works.com environment. For other scenarios, see the Exchange Deployment guide (http://go.microsoft.com/fwlink/?LinkId=52208). Prepare Active Directory for an Exchange Server 2003 installation 1. Log on to the server that acts as the Exchange server (EXBE01) using an account that is a member of the Domain Administrators group. 2. Insert the Microsoft Exchange Server 2003 CD or click on the setup.exe file in the root of the Exchange Server 2003 CD. 3. On the welcome page, click Exchange Deployment Tools. 4. The Exchange Deployment Tools page will open; click Deploy the first Exchange 2003 server. 5. Click New Exchange 2003 Installation. 6. Verify each pre-installation step as outlined in the checklist. For purposes of the guide, we will assume that Steps 1 though 5 of the checklist have been verified. 7. Step 6 of the checklist prepares the Active Directory Forest for Exchange. Click Run ForestPrep Now. You can also manually start this process by starting the Exchange 2003 Setup program with the /ForestPrep switch (for example, f:\setup\i386\setup.exe /ForestPrep), and then click OK. 8. On the Welcome page, click Next. 9. Click the I agree option and then click Next. 10. On the Component Selection page, click Next. 11. On the Exchange 2003 Administrator Account page, select the account you want to have Exchange Full Administrator permissions and click Next. When the forest preparation procedure is complete, click Finish to close the window. 12. Step 7 of the checklist prepares the Domain for Exchange. Click Run DomainPrep Now. You can also manually start this process by starting the Exchange 2003 Setup program again, this time using the /DomainPrep switch (for example, f:\setup\i386\setup.exe /DomainPrep). 13. On the Welcome page, click Next. 14. Click the I agree option and then click Next. 15. On the Component Selection page, click Next.
13-13
Note If you see a Warning that the adventure-works domain is currently unsecured, click OK and continue. 16. Click Finish to close the window when the domain preparation is complete. Note Before continuing, if you have multiple domain controllers, allow sufficient time for replication to occur (typically 15 to 30 minutes). If you do not want to wait for replication, you can use Active Directory Sites and Services to force replication to occur. 17. Step 8 of the checklist begins the installation of Exchange Server 2003. Click Run Setup Now. You can also manually start this process by starting the Exchange Server 2003 Setup program with no switches (for example, f:\setup\i386\setup.exe). 18. On the Welcome page, click Next 19. Click the I agree option and then click Next. 20. On the Component Selection page, choose the components you would like installed with the Exchange Server 2003 installation. For the requirements of this test, click Next to accept the Typical installation. 21. On the Installation Type page, select Create a New Exchange Organization and click Next. 22. On the Organization Name page, enter the organization name adventure-works. 23. On the Licensing Agreement page, select I agree that I have read and will be bound by the license agreements for this product and click Next. 24. The installation summary page appears so you can review your installation choices. Click Next to continue. 25. When installation is complete, click Finish to close the window.

You need to configure an external DNS server so that the SMTP server looks to the Internet DNS when attempting to deliver mail to other domains. This is done by enabling the SMTP server to use the external DNS resolving servers. The SMTP virtual server within Exchange Server 2003 should be set to an external DNS server. Configure the external DNS for the SMTP virtual server 1. On the Start menu, point to All Programs, click Microsoft Exchange, and then click System Manager. 2. Expand Servers, expand EXBE01, expand Protocols, and expand SMTP. 3. Right-click Default SMTP Virtual Server and then click Properties. 4. Click the Delivery tab, and then click Advanced. 5. Click Configure, and add the IP address for the external DNS server. 6. Click OK, and then click OK again to close the dialog box.
13-14
Chapter 14 Installing on Windows Small Business Server 2003
C H A P T E R
1 4
Installing on Windows Small Business Server 2003

This chapter provides guidelines for preparing Microsoft Windows Small Business Server 2003 and installing Microsoft CRM 3.0. Important Windows Small Business Server 2003 Premium Edition includes Microsoft SQL Server and is the only edition of Windows Small Business Server 2003 that is supported with Microsoft CRM Server. The following figure shows the components that must be installed on the Windows Small Business Server 2003.
Windows Small Business Server 2003 and Microsoft CRM 3.0
14-1
The following flowchart provides an overview of the installation order. The components must be installed in the order shown in the flowchart.
Flow Chart of Installation Steps Important We recommend that you do not install Microsoft CRM 3.0 client for Microsoft Office Outlook on the Windows Small Business Server 2003 computer. Windows Small Business Server 2003 installs and configures all application components through a single, integrated setup utility that checks disk space, system compatibility, and dependencies. It also significantly reduces the complexity of installation by automatically setting many common parameters to defaults and reducing the number of setup pages. For more information about Windows Small Business Server 2003, see: Windows Small Business Server 2003 home page (http://go.microsoft.com/fwlink/?LinkId=52216). Windows Small Business Server 2003 product documentation (http://go.microsoft.com/fwlink/?LinkId=52218) Backing Up and Restoring Windows Small Business Server 2003, located at download.microsoft.com/download/b/d/8/bd8e1a40-d202-429a-8eb726300d62bcc9/BKU_BkupRstr.doc Windows Small Business Server 2003 Troubleshooting (http://go.microsoft.com/fwlink/?LinkId=52219).
14-2
Technical Resources for Windows Small Business Server 2003 (http://go.microsoft.com/fwlink/?LinkId=52220).
Computer Requirements
The following table lists the minimum computer equipment requirements and some recommendations for Windows Small Business Server 2003. Windows Small Business Server 2003 is recommended for up to 25 users with Microsoft CRM, although Windows Small Business Server 2003 supports up to 75 users. Computer Requirements for Windows Small Business Server Component
Processor
Requirement
Dual Intel Pentium Xeon PIII 700 MHz or comparable single CPU speeds 512 MB of RAM
Recommendation
Dual 1.8 GHz (Xeon P4) or comparable single CPU speeds
Memory Hard disk Modem
1 GB of RAM or higher, depending on your system configuration
8-gigabyte (GB) available hard disk SCSI hard drives partitioned with RAID 5 depending on space your system configuration No modem Two modems, one for Fax Service and one for Remote Access Service and Internet Security and Acceleration Server dial-up service CD/DVD-ROM drive 2 Network adapter cards (10/100 megabit Ethernet) Video graphics adapter capable of 256 colors and 800 X 600 pixels
CD-ROM drive Network Adapter card Video card
CD-ROM drive 1 Network adapter card (10/100 megabit Ethernet) Video graphics adapter capable of 256 colors and 800 X 600 pixels
Hardware is the most common cause of performance problems in a Small Business Server network. You can optimize the performance of Small Business Server components especially Exchange Server 2003 and SQL Server 2000 by considering the following: Memory (RAM). Additional physical memory is often the key to improved performance, especially for Exchange Server 2003. To maximize server performance, be sure to increase system RAM. Redundant array of independent disks (RAID) hardware. Using multiple, fast small computer system interface (SCSI) drives (7200 RPM or faster) and individual SCSI disk controllers can improve input/output (I/O) processing as well as read/write times. If you are running SQL Server 2000 or expect heavy file sharing and printing on your Small Business Server network, consider using RAID.
Windows Small Business Server 2003 Design Constraints

Managing expectations is important when you plan and deploy Windows Small Business Server as the infrastructure of a small business network. Understanding the designed constraints of Windows Small Business Server 2003 is part of managing expectations. The known limitations are as follows: One domain. You can have only one domain on a Small Business Server network. In addition, this domain must be the root of the forest. No trust relationships. Because only one domain is supported on a Small Business Server network, there can be no trust relationships with other domains. This restriction on trust relationships includes parent-child trust relationships. There can, however, be other domain controllers on the network.
14-3
Maximum of 75 client computers. Only 75 client computers can be connected to the small business server, assuming that the appropriate client access licenses are in place. Client Access Licenses (CALs) are enforced in Windows Small Business Server 2003. Small Business Server computer as a dedicated server. It is highly recommended that your Windows Small Business Server 2003 computer be used as a dedicated server and not as a client computer (such as installing and using the Microsoft Office System). In addition, do not install Microsoft CRM client for Outlook on your Windows Small Business Server 2003 computer.
Planning Your Deployment

This section provides suggestions to consider as part of your plan for deploying Microsoft CRM 3.0 on Windows Small Business Server 2003.
Use More Than One Physical Disk Partition

Important If you plan to use disks as a backup destination rather than tape, have one disk in addition to the disks recommended for the solutions that follow. A backup disk should contain only backups; it should not contain any application or operating system files. For disk fault tolerance and performance, use multiple physically separate partitions to deploy Microsoft CRM on Windows Small Business Server 2003. This is especially important because separate partitions are required to use the Full Recovery model in your Microsoft CRM databases for SQL Server 2000. Separate partitions are also required to use the Windows Small Business Server 2003 scheduled backup feature. The Full Recovery model for a SQL Server database allows both full database backups and transaction log backups. A full database backup is always the first backup in a backup set and is the first one to be restored. Transaction log backups are incremental backups of the work done in a database since the last transaction log backup. When a SQL Server database is restored, the full database is restored followed by all transaction log backups that occurred after the database backup until the moment of the failure. For more information about backing up SQL Server databases, see the section in this Implementation Guide: "Backing Up and Restoring Your Microsoft CRM System." For the highest degree of disk fault tolerance, create a minimum of three physically separate partitions: one to act as the principal Small Business Server partition, a second that contains the data files for the Microsoft CRM Server databases, and a third that contains the transaction log files for the Microsoft CRM Server databases. Note If you use a three or four partition solution, and you want to specify separate locations for data files and log files, you must change the Microsoft SQL Server default data file and log file locations. To do this, follow these steps before you run Microsoft Dynamics CRM Server Setup: Steps for SQL Server 2005 1. Start SQL Server Management Studio and connect to your SQL Server instance. 2. In the Object Explorer window, right-click the SQL Server computer, and then click Properties. 3. Click the Database Settings page, and then in the Database default locations area, enter the locations in the Data and Log boxes where you want the Microsoft CRM data files and log files created. 4. Click OK.
Steps for SQL Server 2000 1. Start SQL Server Enterprise Manager. 2. Expand SQL Server Group in Microsoft SQL Servers, right-click the SQL Server computer, and then click Properties. 14-4
3. Click the Database Settings tab, and then in the New database default location area, enter the locations in the Default data directory and Default log directory boxes where you want the Microsoft CRM data files and log files created. 4. Click OK. If you have only enough disks to create two RAID partitions or want to minimize the complexity of the three partition solution, use one partition as the principal Small Business Server partition and the second partition for all the SQL Server database files. In this configuration, data files and log files exist on the same drive, reducing the level of fault tolerance, and the Full Recovery model can still be used with the Small Business Server backup. The recommended configuration uses SCSI disks along with a RAID controller. Use RAID 5 or RAID 0+1 for fault tolerance and as a balance between the best write performance and read performance. RAID 0+1 is more expensive in terms of hard disk cost, but provides the highest level of performance and redundancy.
Other Planning Considerations

In addition to the impact Microsoft CRM and Windows Small Business Server 2003 will have on your business and your business practices, you should also consider the following: It is highly recommended that your Small Business Server computer be used as a dedicated server and not also as a client computer (such as installing and using the Microsoft Office System). In addition, do not install Microsoft CRM client for Outlook on your Small Business Server computer. Make sure all the applications that you will install are compatible with Microsoft Windows Server 2003. For more information, see "Supported Applications" (http://go.microsoft.com/fwlink/?LinkId=52221). You have updated device drivers that are compatible with Windows Server 2003. (Contact the hardware manufacturers for updated device drivers for their products.) You have collected and recorded the information required for installation. See the Before You Begin section of the Microsoft Windows Small Business Server 2003 Getting Started Guide located on CD Disc 1 for Windows Small Business Server 2003, in the \Setup\I386 directory. Double-click Sbsgs.chm and go to Chapter 2, "Before You Begin." If you are upgrading to Windows Small Business Server 2003, confirm that you have backed up all critical data on your system and tested your backup to ensure data integrity. You have secured an uninterruptible power supply (UPS) for your server. In the event of a power outage, a UPS will provide the server with enough backup power to save your data and safely shut down. You have planned your Small Business Server installation for growth. You may have only a few employees now, but in a year or two you may have 40. Plan your installation for projected growth; doing so will save you time and money in the future.
Install Windows Small Business Server 2003

Use the documentation provided by Windows Small Business Server 2003 to install Windows Small Business Server 2003 on a computer without an existing operating system. This process may take several hours to complete.
Install Windows Small Business Server 2003 Service Pack 1

Obtain and install the Microsoft Windows Small Business Server 2003 Service Pack 1 following the documentation provided with the service pack. This service pack is available at: Microsoft Windows Small Business Server 2003 Service Pack 1 (SP1) (http://go.microsoft.com/fwlink/?LinkId=52222). 14-5

An external DNS server needs to be configured so that the SMTP server refers to the Internet DNS when attempting to deliver e-mail to other domains. This is done by enabling the SMTP server to use the external DNS resolving servers. The SMTP virtual server within Exchange Server 2003 should be set to an external DNS server. Small Business Server provides a tool, the Small Business Server Internet Connection Wizard, to configure DNS and SMTP.

Follow the documentation provided by Windows Small Business Server 2003 to install Microsoft SQL Server 2000.

After you install SQL Server 2000, you must apply Service Pack 4 (SP4) before installing Microsoft CRM. Install SQL Server SP4 (http://go.microsoft.com/fwlink/?LinkId=52223) following the service pack installation instructions.
Install Microsoft CRM

The following items are important for installing Microsoft CRM 3.0 on Microsoft Windows Small Business Server 2003: For the most up-to-date information about installing Microsoft CRM, refer to the Readme located on the Microsoft CRM Server CD. Do not install Microsoft CRM on a server that has an underscore in its name. (For more information, see Using Special and Extended Characters in Chapter 5, Hardware and Software Requirements. Installing Microsoft CRM using Terminal Services is supported. The user installing Microsoft CRM must be granted the following privileges as a minimum: Be able to create objects within the Active Directory Organizational Unit (OU) that is the target parent OU for installing Microsoft CRM. SQL Server Administrator Local Administrator
During Microsoft CRM setup, you must use a Web site that refers to a local folder location in the Path field on the home directory of the IIS console. During Microsoft CRM setup, if you specify a Web site that uses a home network shared folder on another server, Microsoft CRM Setup fails with any of the following errors: "Error 1327. Invalid Drive: H:\" "Installation failed prematurely..." "Failed to install Microsoft CRM Server." "Failed to Install MSI part of Microsoft CRM Server Setup." "Unspecified error" "(80004005)"
14-6
Internet Information Services (IIS) must be installed and the services started. Windows Indexing Service must be started on the installation computer. Microsoft Message Queuing Service must be installed as a Message Queuing Server and started. Microsoft XML Core Services (MSXML) 4.0 must be installed. The SQL Server service and SQL Server Agent must be started.
Microsoft .NET Framework 1.1 must be installed. Do not install Microsoft CRM to the default Web site. The default Web site must be accessible through http://<servername>. Host headers cannot be used. The default Web site must be on port 80. The IP addresses must be All Unassigned.
The Microsoft CRM Server Setup program assigns an Administrator License to the installation user account. The Administrator License is new in Microsoft CRM 3.0 and has the following characteristics: It is not included as one of the Client Access Licenses (CALs). By default, the installation user license is set up in Restricted Access Mode. This mode allows Microsoft CRM Server administrative privileges only, with no access to the Sales, Service, and Marketing functions.
Install Prerequisites for Microsoft CRM

Create a Microsoft CRM system user mailbox A Microsoft CRM system user and Exchange mailbox is required if you are going to install and configure the Microsoft CRM-Exchange E-mail Router on your Small Business Server. This user must not be used to install Microsoft CRM server. 1. Log on to the Small Business Server computer using an account that is a member of the Domain Administrators group. 2. On the Start menu, point to All Programs, point to Microsoft Exchange, and then click Active Directory Users and Computers. 3. In the console tree, double-click the domain node or the Organizational Unit where user accounts are located. This may vary depending on your forest and domain structure. The default location is the User OU. 4. In the details pane, right-click the container where you want to add the user, point to New, and then click User. 5. In First name, type the user's first name. 6. In Initials, type the user's initials. 7. In Last name, type the user's last name. 8. Modify the full name as necessary. 9. In User logon name, type the name that the user will use to log on. From the drop-down list, click the UPN suffix that must be appended to the user logon name (following the at sign, @). Click Next. 10. In Password and Confirm password, type the user's password, and then click Next. 11. Verify that the Create an Exchange mailbox check box is selected, and then click Next. 12. Click Finish. Install prerequisite services Internet Information Services Internet Information Services (IIS) is installed by default on Windows Small Business Server 2003. You can ensure that IIS has started successfully by following these steps. 1. On the Start menu, click Administrative Tools, and then click Server Management. 2. Expand Advanced Management. 3. Expand Internet Information Services. 4. Click the local computer. In the details pane, you should see "Service is running" next to the Web Sites folder.
14-7
Install prerequisite services Indexing Service and Message Queuing 1. On the Start menu, point to Settings, click Control Panel, and then double-click Add/Remove Programs. 2. Click Add/Remove Windows Components. 3. Select the Indexing Service check box. 4. Select Application Server, and then click Details. 5. Select the Message Queuing check box, click OK and then click Next. 6. Complete the installation. Install prerequisite service MSXML 1. In Windows Explorer, locate the Microsoft CRM Server distribution media. Double-click the MSXML directory. 2. Double-click MSXML.MSI to run the installation program. 3. Complete the installation.

Install Microsoft CRM 1. Meet all requirements in the "Install Prerequisites for Microsoft CRM" section of this chapter. 2. Log on to the server as a user with Domain Administrator credentials. 3. Insert the Microsoft CRM Server CD into your CD-ROM drive. The autorun screen should appear. 4. Select Install Microsoft CRM Server from the opening screen. 5. Type your license number in the License Key box, and click Add. If you have more user licenses, you can add them at this time also. When you have completed adding licenses, click Next. Note The Microsoft CRM Setup Wizard will automatically detect that you are installing on a Windows Small Business Server 2003 server. 6. On the License Agreement page, click I accept the license agreement, and click Next. 7. The Install Required Components page appears. If you have already installed the required components listed, this page will not appear. If you have not installed the required components listed, you can install them now. Click the Install button. When the components are installed, the status column will change from Missing to Installed, and you can click Next to continue. Note These components are required before Microsoft CRM can be installed. You can exit Setup and install the components manually, or select Install. The Next button on this page is disabled until Setup detects these components have been installed. Note Installing these components may require you to restart the computer. If you are prompted to restart the computer, do so, and then start setup again. 8. The Select Installation Option page appears. Select either: Standard installation for Windows SBS. This option: 14-8 Installs all Microsoft CRM server components and the database using default locations and settings. Installs Microsoft CRM-Exchange E-mail Router (the Router). Creates a Web site for your Microsoft CRM server. Installs a Microsoft CRM client image that Small Business Server can use during Small Business Server client installations.
If you select Standard install for Small Business Server, click Next and continue with Steps 10, 11, and 21 through setup completion. Note After selecting Standard installation for Windows SBS, if you receive an error message that states "Action.Microsoft.Crm.Setup.Server.CreateMailboxAction failed. The object already exists," follow these steps. 1. On the Windows Small Business Server, click Start, point to Programs, point to Administrative Tools, and then click Active Directory Users and Computers. 2. In Active Directory Users and Computers, click the Users folder, and then locate the user account that is named CRMMail. 3. Verify whether the CRMMail user account is used for an application or purpose other than Microsoft CRM. If the user account is not used for any other purpose than Microsoft CRM, delete the account and then continue to run Microsoft CRM Setup. If the user account is used for another purpose, such as another application, check the applications documentation to determine whether you can safely rename the user account before continuing Microsoft CRM Setup.
Custom installation. Selecting this option will cause all setup wizard screens to appear. Click Next and go to the next step.
9. The Select the Microsoft CRM Components page appears. You can install the Microsoft CRMExchange E-mail Router or create the Microsoft CRM client image, or both. If you install the Microsoft CRM-Exchange E-mail Router, then a page will appear at step 19 where you will need to type the name of the Microsoft CRM system mailbox user. Click Next. 10. On the Specify the Microsoft CRM Organization Name page, type <your_organization_name> for Organization Name, and click Next. 11. On the Participate in Customer Experience Improvement page, select whether or not you want to participate in the Customer Experience Improvement Program, and click Next. Note The Customer Experience Improvement Program feature in Microsoft CRM 3.0 is turned off by default at product release. If you use a third party to install and/or configure the Microsoft CRM software on your computer system and you want to participate in the Microsoft Customer Experience Improvement Program, you should instruct the third-party provider to accept the invitation to participate in the Customer Experience Improvement Program on your behalf. If you decide that you want to turn off this feature after the third-party provider accepts the invitation to participate in the Customer Experience Improvement Program on your behalf, you may do so by using one of these options: Microsoft CRM server On the Start menu, point to Microsoft CRM, and click Deployment Manager to open Deployment Manager. Expand the Deployment Manager node, and in Server Manager, right-click on the Microsoft CRM server and click Customer Feedback. Microsoft CRM laptop client for Outlook In Outlook, on the CRM menu, click Options, and click the Customer Feedback tab. Clear the Participate in the Customer Experience Improvement Program check box.
12. On the Select Installation Location page, select the file installation location, and click Next. 13. On the Select the Web Site page, select a Web site from the Web site drop down list. Or select the Create new Web site option and setup will create a new Web site for your Microsoft CRM server. Click Next. Note By default, the Microsoft CRM Web site created will be located at: C:\Program Files\Microsoft CRM\CRMWeb. Also located in this folder is a web.config file for this Web site. 14. On the Select SQL Server page, select the SQL Server instance installed on your local Windows Small Business Server computer. For a new installation, select Create new databases. If you are reinstalling Microsoft CRM server and want to use a previous Microsoft CRM database, select 14-9
Connect to existing databases, and select the location of the Microsoft CRM database and Metadata database. Click Next. 15. On the Specify SQL Server Reporting Services Server page, select either to Install new Reporting Services Server for a new installation, or Connect to existing Reporting Services Server if you already have a SQL Server Reporting Services Server you want to use for your Microsoft CRM reports. Select Use Secure Sockets Layer (SSL) if you want to use SSL for communications between your Microsoft CRM server and your SQL Server Reporting Services server. Note that you must have a server certificate installed to use SSL. If you select Connect to existing Report Server, enter the URL for your Reporting Services Report Server. Be sure to use the Report Server URL, not the Report Manager URL. To verify that you are using the correct URL in a browser, go to what you expect is the Report Server URL. You should see a page titled <server>/ReportServer - /: with text showing the version number: Microsoft SQL Server Reporting Services Version 8.00.1038.00. Click Next. 16. On the Select the Organizational Unit page, click Browse to display your Active Directory structure. Select the location where you want your Microsoft CRM Organizational Unit to be installed, click OK, and then click Next. 17. On the Specify Security Account page, select the security account for your Microsoft CRM installation, ASP.NET, and Reporting Services. If you select Domain user account, enter the logon name and password for this account, and then click Next. Note If you select to install using a Domain user account, and depending on the password policies you have implemented for your organization, the password for the user may expire. The user will have to change the password for Microsoft CRM services to be the same as his or her logon password. Note If you select to run the ASP.NET service under a domain user account that is not either a domain administrator or a local administrator, you must set a local security policy after installing Microsoft CRM Server in order for the ASP.NET service to work correctly. 18. On the Specify Exchange Server settings page, in the Incoming Exchange server name box, type the name of your Exchange server. Select Use the default outgoing SMTP settings to use all default SMTP settings for outgoing e-mail. If you select Use the following SMTP server settings, complete SMTP server, Server port, Authentication method, User name and Password, and select This server requires a secure connection (SSL). Click Next. 19. On the Specify the Microsoft CRM-Exchange E-mail Router Mailbox page, type the name of the Microsoft CRM system mailbox user in the format shown. This user cannot be the same user who is installing Microsoft CRM. If you need to create this user, you can do so now without canceling Microsoft CRM Server setup. Use the procedure Add a user to Active Directory in the Add a User to Microsoft CRM section. Click Next. 20. The System Requirements page appears. This page is a summary of all system requirements for a successful Microsoft CRM server installation. Failed tests must be corrected before installation can proceed. If a problem will take time to correct, cancel setup at this time, fix the problem and restart Setup again. When all tests are successful, click Next. 21. Review the Ready to Install Microsoft CRM page, click Back to correct any errors; when you are ready to proceed, click Install. 22. On the Completing the Microsoft CRM Server Installation Wizard page, click to start the Registration Wizard. You must register your Microsoft CRM Server within the next 30 days. To register later, on the Start menu, point to Microsoft CRM, and click Registration Wizard. 23. When installation completes, we recommend that your restart the computer. 24. After your Windows Small Business Server restarts, a Microsoft CRM 3.0 SBE Configuration Wizard icon will be on your Windows desktop. This wizard will collect business information about your sales and service operations, and then partially configure Microsoft CRM for you. This will accelerate the process of configuring Microsoft CRM. 14-10
Additional Installation Tasks

This section describes additional tasks that are required for specific configurations.
Add Microsoft CRM Accounts to the Pre-Windows 2000 Compatible Access Group
For the Microsoft CRM server to access the Active Directory organizational units (OUs) where users are located, you add the following accounts to the Pre-Windows 2000 Compatible Access group in Active Directory: Microsoft CRM Service Account (usually a local computer account) IIS Service Account on the Windows Small Business Server 2003 computer (a local computer account by default) SQL Server Service Account (computer account if running as local system)
Add accounts to the Pre-Windows 2000 Compatible Access group 1. On the Windows Small Business Server 2003 computer, on the Start menu, point to All Programs, point to Administrative Tools, and click Active Directory Users and Computers. 2. Expand the domain, and click Builtin to expose the objects in the Builtin folder in the details pane. Right-click Pre-Windows 2000 Compatible Access, and click Properties. 3. Click the Members tab, and then click Add. 4. To find the Small Business Server computer, in the Select Users, Contacts, Computers or Groups dialog box, click Object Types and make sure Computers is selected. Click Advanced and Find Now. A list appears of computers and other objects of the types you selected. 5. If IIS, SQL Server, or Microsoft CRM Server is running under the local system account, add the local Small Business Server computer. If any of these services are running under a domain user account, add that domain user account. 6. Click OK.
Add a User to Microsoft CRM

Before adding a user to Microsoft CRM, you must first add the user to Active Directory. When adding users, you must also have an Exchange Server 2003 mailbox created for them. To have the user created with an Exchange 2003 mailbox, run the Active Directory Users and Computers utility on the Small Business Server computer. Add a user to Active Directory 1. Log on to the Small Business Server computer using an account that is a member of the Domain Administrators group. 2. On the Start menu, point to All Programs, point to Microsoft Exchange, and then click Active Directory Users and Computers. 3. In the console tree, double-click the domain node or the Organizational Unit where user accounts are located. (This may vary depending on your forest and domain structure. The default location is the User OU.) 4. In the details pane, right-click the container where you want to add the user, point to New, and then click User. 5. In First name, type the user's first name. 6. In Initials, type the user's initials. 7. In Last name, type the user's last name. 8. Modify the full name as necessary. 9. In User logon name, type the name that the user will use to log on. From the drop-down list, click the UPN suffix that must be appended to the user logon name (following the at sign, @). Click Next. 14-11
10. In Password and Confirm password, type the user's password, and then click Next. 11. Verify that the Create an Exchange mailbox check box is selected, and then click Next. 12. Click Finish. Follow these procedures for configuring users to use the Router for unsolicited e-mail. Note Using the Router for unsolicited e-mail is optional. Note The following procedure is necessary only if the user is either a queue user or wants to have all e-mail that is sent to the user created as e-mail activity records in Microsoft CRM. Note The Active Directory user account that was used to install the Microsoft CRM product is the only account that will have access to Deployment Manager at first. You need to add other users as necessary to the product. These users must have the following privileges: local administrator on the Small Business Server. Have the system administrator assigned in Microsoft CRM.
There are two ways to add users to your Microsoft CRM server deployment: User Manager Wizard Manually using the Microsoft CRM Web application
User Manager is part of Deployment Manager. User Manager can create user records in Microsoft CRM once those users exist in Active Directory. The benefit of User Manager is that you can create multiple user records at one time. User Manager creates user records through the User Manager Wizard. Note When you are using the sample database, add users through the Sample Database Wizard described in the Implementation Guide section The Sample Database. Add a user to Microsoft CRM using the User Manager Wizard 1. On the Small Business Server computer, on the Start menu, point to All Programs, point to Microsoft CRM, and then click Deployment Manager. 2. Use the Deployment Manager Help, located on the Help menu, for the procedures to add users by using the User Manager Wizard. Manually add a user to Microsoft CRM 1. On the Small Business Server computer, start Internet Explorer and in the browser address box, type the URL to your Microsoft CRM Web site (for example, http://CRMWeb) to open Microsoft CRM. 2. On the Home page, click Settings, click Business Unit Settings, and then click Users. 3. Click New User. 4. In the user form, type the first and last names in the appropriate boxes. 5. In the Domain Logon Name box, type the user domain and logon name using the domainname\username format. This name must be exactly the same as the user logon name you provided when you created the Active Directory user record. 6. Click Save. 7. Click the Roles side tab, click Manage Roles and select the check boxes for the roles you want to apply, and then click OK. 8. On the Home page, click Settings, click Business Unit Settings, and then click Users. 9. Double-click a user and select the General tab. 10. In the Primary E-mail box, type the complete e-mail address of this user, and click Save. 11. Repeat this procedure for each Microsoft CRM user.
14-12
Create a Queue User

Create and configure a queue user This procedure provides the steps for creating and configuring a queue user that can receive incoming e-mail (for example, the e-mail address may be support@adventure-works.com). 1. Log on to the Small Business Server computer using an account that is a member of the Domain Administrators group. 2. On the Start menu, point to All Programs, point to Microsoft Exchange, and then click Active Directory Users and Computers. 3. Click View, and then click Advanced Features to enable viewing advanced features property sheets. 4. In the console tree, double-click the domain node. 5. In the details pane, right-click the container where you want to add the user, point to New, and then click User. 6. In First name, type the queue name (for example, support). 7. In User logon name, type the name that the user will log on with (support) and, from the drop-down list, click the UPN suffix that must be appended to the user logon name (following the at sign, @). Click Next. 8. In Password and Confirm password, type the user's password, and then click Next. 9. Verify that the Create an Exchange mailbox check box is selected, and then click Next. 10. Click Finish. 11. On the Start menu, point to All Programs, point to Microsoft CRM-Exchange Connector, and then click Rule Deployment Wizard. 12. Select the deployment server the user is in and click Next. 13. Enter the correct forward email address. 14. Select the queue user in the list of users and click Next. 15. Choose to Deploy Rule to Users Mailboxes. Add a queue user to the Microsoft CRM server 1. On the Small Business Server computer, start Internet Explorer and in the browser address box, type the URL to your Microsoft CRM Web site (for example, http://CRMWeb) to open Microsoft CRM. 2. On the Home page, click Settings, click Business Unit Settings, and then click Queues. 3. Click New Queue. 4. Enter the Queue Name (for example, Support), the Business Unit, the Owner, and the E-mail (for example, support@adventure-works.com). 5. Click Save.
What Is Installed
When Microsoft CRM Server is installed, the following default folders are created: Folder
<systemdrive>:\Program Files\Microsoft CRM\bin <systemdrive>:\Program Files\Microsoft CRM\ <systemdrive>:\Program Files\Microsoft SQL Server\MSSQL\Data <systemdrive>:\Program Files\Microsoft CRM Email
Comments
Do not modify the permissions of this folder. Any modifications to this folder will disable the program. Microsoft CRM Server program files. This folder is created by SQL Server but the Microsoft CRM database files are located here. Microsoft CRM-Exchange E-mail Router.
14-13
Folder
systemdrive>:\Program Files\Microsoft CRM\Reports
Comments
Tools for downloading and publishing reports, with a MSCRM subfolder containing an .rdl file for each of the default reports. Microsoft CRM Services.
<systemdrive>:\Program Files\Microsoft CRM\CRMWeb\MSCRMServices
The following are added: Name

Application Pool Virtual Roots CRMAppPool Microsoft CRM 3.0
Description
If installed on IIS 6.0, a separate application pool is created for Microsoft CRM and Reporting Services. Web site for Microsoft CRM.
The following Active Directory groups are added to the Organizational Unit specified during installation: Group
UserGroup ReportingGroup PrivUserGroup SQLAccessGroup
Description
All Microsoft CRM users. This group is updated automatically as users are added and removed from Microsoft CRM. All Microsoft CRM users. This group is updated automatically as users are added and removed from Microsoft CRM. By default, all Microsoft CRM Reporting Services reports grant Browse permission to this group. Privileged Microsoft CRM user group for special administrative functions. All server processes/service accounts that require access to SQL Server.
The following services are added: Service

Microsoft CRM Bulk Email Service Microsoft CRM Deletion Service Microsoft CRM Workflow Service
Description
Receives bulk e-mail data from the Microsoft CRM Platform layer, merges the data, and then routes the messages to the specified email addresses. Cleans up tables that have records marked for deletion in Microsoft CRM database. Handles all the events for the Microsoft CRM Platform layer and triggers workflow processes.
Reporting Services Installed Components

When Reporting Services is installed, the default folders listed in the following table are created: Folder
<systemdrive>:\Program Files\Microsoft SQL Server\MSSQL\Reporting Services <systemdrive>:\Program Files\Microsoft SQL Server\MSSQL\Reporting Services\ReportManager <systemdrive>:\Program Files\Microsoft SQL Server\MSSQL\Reporting Services\ReportServer <systemdrive>:\Program Files\Microsoft SQL Server\MSSQL\Reporting Services\RSTempFiles
Description
Reporting Services readme files Report Manager files Report Server files Temporary folder, empty by default
When Reporting Services is installed by Microsoft CRM, the following services are added: Service
ReportServer
Description
Manages, executes, renders, schedules and delivers reports.
The following virtual roots are added to the default Web site: Virtual Root
Reports ReportServer
Description
The Report Manager component of Reporting Services. Report Manager is used to move a report from on-demand to scheduled, and to control permissions on individual reports. The Web service that manages, executes, renders, schedules and delivers reports.
14-14
Log Files
Installation always creates log files that can be reviewed and used for troubleshooting. By default, the location of the log files is: <systemdrive>:\Documents and Settings\User\Application Data\Microsoft\MSCRM\Logs
Verify Installation
Verify Microsoft CRM Server Installation 1. On the Microsoft CRM server, start Internet Explorer and in the browser address box, type http://localhost:5555 to open Microsoft CRM. If the Microsoft CRM home page displayed, your installation is successful. If not, see Chapter 29, Troubleshooting. Verify Reporting Services installation 1. On the Microsoft CRM server, start Internet Explorer and in the browser address box, type http://localhost:5555 to open Microsoft CRM. 2. On the Workplace, under My Work, click Reports. If you receive an error message Server Error in '/Reports' Application, see Troubleshoot Reporting Installation. 3. Double-click the User Summary report. You are presented with a report listing the users in Microsoft CRM. This list depends on your security privileges, and although all users can run this report, all users do not necessarily have the rights to view these records. 4. Open the Reporting Services Web site http://llocalhost/Reports. You should see the Report Manager home page, with a folder name that matches the organization name you used during Microsoft CRM setup.
14-15
14-16
Chapter 15 Installing Microsoft CRM
C H A P T E R
1 5
Installing Microsoft CRM

This chapter provides the procedures to install Microsoft CRM 3.0. Important If you are installing Microsoft CRM on Microsoft Windows Small Business Server 2003, do not use this chapter. Instead, follow the instructions in Chapter 14, Installing on Windows Small Business Server 2003.
Pre-installation Tasks
Before doing the procedures in this section, you should have read the Planning chapters and prepared your computer system by following the instructions in these sections. This section includes the following: A general checklist to use prior to setting up Microsoft CRM A checklist to use if you plan to have Microsoft CRM Setup install Reporting Services A checklist to use if you have an existing installation of Reporting Services A set of tasks which are required if you are installing an English version of Microsoft CRM on a nonEnglish version of Microsoft Windows Server 2000 or Microsoft Windows 2003 Server. A list of procedures for installing prerequisites
General Checklist
The following items are important for installing Microsoft CRM: For the most up-to-date information about installing Microsoft CRM, refer to the Readme located on the Microsoft CRM Server CD. Microsoft CRM Server must not be installed on a Domain Controller. Installing Microsoft CRM using Terminal Services is supported. The user installing Microsoft CRM must be granted the following privileges as a minimum: Be able to create objects within the Active Directory Organizational Unit (OU) that is the target parent OU for installing Microsoft CRM. Local Administrator on Microsoft SQL Server. IIS Server local Administrator privilege. Local Administrator on the computer where Microsoft CRM is to be installed. If Microsoft SQL Server Reporting Services is on a computer that is not running Microsoft CRM Server or Microsoft SQL Server, the user must be a content manager at the root folder level, and a System Administrator at the Site Wide Setting level.
During Microsoft CRM setup, you must use a Web site that uses a local folder location in the Path field on the Home Directory in the IIS console. During Microsoft CRM setup, if you specify a Web site that uses a home network shared folder on another server, Microsoft CRM Setup fails with errors such as the following: "Error 1327. Invalid Drive: H:\" "Installation failed prematurely..." "Failed to install Microsoft CRM Server." "Failed to Install MSI part of Microsoft CRM Server Setup." "Unspecified error" "(80004005)" 15-1
Before you install Microsoft CRM, review your Windows server preparation on the computer where Microsoft CRM will be installed and note the following: Internet Information Services (IIS) must be installed and the services started. Windows Indexing Service must be started on the installation computer. Service Pack 4 (SP4) must be installed if installing on Microsoft Windows 2000 Server. Microsoft Data Access Components (MDAC) 2.71 must be installed.
If you make any changes to IIS before installing Microsoft CRM, restart IIS. An easy way to do this is to use the IISRESET command at a command prompt. The default Web site must be accessible through http://<servername>. Host headers cannot be used and the Web site must be on port 80. The SQL Server service and SQL Server Agent must be started on the SQL Server computer. The Microsoft CRM Server Setup program assigns an Administrator License to the installation user account. The Administrator License is new in Microsoft CRM 3.0 and has the following characteristics: It is not included as one of the Client Accesses Licenses count. By default, the installation user license is set up in Restricted Access Mode. This mode allows Microsoft CRM Server administrative privileges only, with no access to the Sales, Service, and Marketing functions.
Note If you are planning to use the Microsoft CRM Sample Database, see Chapter 18, "The Sample Database," for more information.
Checklist If You Plan to Have Microsoft CRM Setup Install Reporting Services
Do not install Microsoft CRM on a server that has an underscore in its name. The SQL Server computer must have .NET Framework 1.1 and Internet Information Services (IIS) installed. Reporting Services will be installed on the default Web site on the Microsoft CRM Server computer. This Web site must be configured to use port 80, and must be accessible through http://<servername>. Host headers cannot be used. If you do not have an existing installation of Reporting Services, and you want to use Secure Sockets Layer (SSL) for communications between the computers running Microsoft CRM Server and SQL Server Reporting Services, you must have a server certificate installed prior to installing Microsoft CRM. Additional tasks might be required to set up authentication correctly for listing and viewing reports. If you are using one of the following configurations, no additional authentication tasks are required: Microsoft SQL Server and Microsoft CRM are on the same server. Microsoft SQL Server is on a different server than Microsoft CRM, and all the following conditions are true: Microsoft CRM is installed with a Domain Administrator account instead of an account that has just Local Administrator privileges. When Microsoft CRM and Reporting Services are set up, the service account is set to Network Service or Local System accounts. Host headers are not used to identify the Microsoft CRM Web site or the default Web site where Reporting Services is installed.
However, if your configuration does not match either of these configurations, you should download and read the article Additional Setup Tasks When Microsoft SQL Reporting Services Is Installed on a
15-2
Separate Server from Microsoft CRM or Microsoft SQL Server (http://go.microsoft.com/fwlink/?LinkId=57481).
Checklist If You Will Use an Existing Reporting Services Installation

In addition to the permissions required for installing Microsoft CRM, you must have local administrator access to the computer with the existing Reporting Services installation. Reporting Services must be installed on a server in the same domain as the computer running Microsoft CRM Server. If you need the Enterprise Edition of Reporting Services rather than the Standard Edition that Microsoft CRM installs, you must install it prior to installing Microsoft CRM. For more information, see Chapter 9, Planning Microsoft SQL Server and Reporting Services. Additional tasks might be required to set up authentication correctly for listing and viewing reports. If you are using one of the following configurations, no additional authentication tasks are required: If the existing Reporting Services installation is on the server on which you will be installing Microsoft CRM, and Microsoft SQL Server is also on this same server. If the existing Reporting Services installation is on the same server that is running Microsoft SQL Server and that Microsoft CRM will use, and all the following conditions are true: Microsoft CRM is installed with a Domain Administrator account instead of an account that has just Local Administrator privileges. When Microsoft CRM is set up, the service account is defined as Network Service or Local System account. Host headers are not used to identify the Microsoft CRM Web site or the Web site where Reporting Services is installed.
However, if your configuration does not match either of these configurations, you should download and read the article Additional Setup Tasks When Microsoft SQL Reporting Services Is Installed on a Separate Server from Microsoft CRM or Microsoft SQL Server (http://go.microsoft.com/fwlink/?LinkId=57481).
Additional Task Required If You Are Installing the English Version of Microsoft CRM on a Computer Running a Different Language
If you are installing the English version of Microsoft CRM on a computer using another language version of Microsoft Windows and Microsoft SQL Server, and if you are having Microsoft CRM install Reporting Services, before installing Microsoft CRM, you must temporarily change the language in Microsoft Windows to English. After installation of Microsoft CRM is complete, you can return it to the original setting. Temporarily change the language setting for Microsoft Windows Server 2003 1. On the Start menu, click Control Panel, and then double-click Regional and Language Options. 2. Click the Advanced tab. 3. In the Select a language to match the language version of the non-Unicode programs you want to use box, select English (United States). 4. Click OK. 5. After installing Microsoft CRM, return to Regional and Language Options and change this back to the original language. Temporarily change the language setting for Microsoft Windows Server 2000 1. On the Start menu, click Control Panel, and then double-click Regional Options. 2. Click the General tab. 3. In the Your local (location) drop-down box, select English (United States). 15-3
4. Click OK. 5. After installing Microsoft CRM, return to Regional Options and change this back to the original language.
Install Microsoft CRM Prerequisites

Install prerequisite services Indexing Service 1. On the Start menu, point to Settings, click Control Panel, and then double-click Add/Remove Programs. 2. Click Add/Remove Windows Components. 3. Select the Indexing Service check box, and then click Next. 4. Complete the installation. Install prerequisite services MDAC 1. From the MDAC folder on the Microsoft CRM Server CD, double-click mdac_typ.exe, and complete the installation of MDAC.

Install Microsoft CRM 1. Meet all requirements in the previous "Prerequisites" section. 2. Log on to CRM01 as a user with appropriate privileges. (Privileges are discussed above.) 3. Insert the Microsoft CRM Server CD into your CD-ROM drive. The autorun screen should appear. 4. Select Install Microsoft CRM Server from the opening screen. 5. Type your license number in the License Key box, and click Add. If you have more user licenses, you can add them at this time also. When you have completed adding licenses, click Next. 6. On the License Agreement page, click I accept the license agreement, and click Next. 7. The Install Required Components page appears. If you have already installed the required components, this page will not appear. If you have not installed the required components listed, you can install them now. Click the Install button. When the components are installed, the status column will change from Missing to Installed, and you can click Next to continue. Note These components are required before Microsoft CRM can be installed. You can exit Setup and install the components manually, or select Install. The Next button on this page is disabled until Setup detects these components are installed. Note Installing these components may require you to restart the computer. If you are prompted to restart the computer, do so, and then start setup again. 8. On the CRM Organization Name page, type <your_organization_name> for Organization Name, and click Next. 9. On the Participate in Customer Experience Improvement page, select whether or not you want to participate in the Customer Experience Improvement Program, and click Next. Note The Customer Experience Improvement Program feature in Microsoft CRM 3.0 is turned off by default at product release. If you use a third party to install and/or configure the Microsoft CRM software on your computer system and you want to participate in the Microsoft Customer Experience Improvement Program, you should instruct the third-party provider to accept the invitation to participate in the Customer Experience Improvement Program on your behalf. If you 15-4
decide that you want to turn off this feature after the third-party provider accepts the invitation to participate in the Customer Experience Improvement Program on your behalf, you may do so by using one of these options: Microsoft CRM Server On the Start menu, point to Microsoft CRM, and click Deployment Manager to open Deployment Manager. Expand the Deployment Manager node, and in Server Manager, right-click on the Microsoft CRM server and click Customer Feedback. Microsoft CRM laptop client for Microsoft Office Outlook In Outlook, on the CRM menu, click Options, and click the Customer Feedback tab. Clear the Participate in the Customer Experience Improvement Program check box.
10. On the Select Installation Location page, select the file installation location. Click Next. 11. On the Select the Web Site page, select a Web site from the Web site list. Or select the Create new Web site option and setup will create a new Web site for Microsoft CRM Server. Click Next. 12. On the Select SQL Server page, select the SQL Server instance that will be used for your Microsoft CRM database. For a new installation, select Create new databases. If you are reinstalling Microsoft CRM Server and want to use a previous Microsoft CRM database, select Connect to existing databases, and select the location of the Microsoft CRM database and Metadata database. Click Next. 13. On the Specify SQL Server Reporting Services Server page, select either to Install new Reporting Services Server for a new installation, or Connect to existing Reporting Services Server if you already have a SQL Server Reporting Services Server you want to use for your Microsoft CRM reports. Select Use Secure Sockets Layer (SSL) if you want to use Secure Sockets Layer (SSL) for communications between your computer running Microsoft CRM Server and your SQL Server Reporting Services server. Note that you must have a server certificate installed to use SSL. If you select Connect to existing Report Server, enter the URL for your Reporting Services Report Server. Be sure to use the Report Server URL, not the Report Manager URL. To verify that you are using the correct URL, in a browser, go to what you expect is the Report Server URL. You should see a page titled <server>/ReportServer - /: with text showing the version number: Microsoft SQL Server Reporting Services Version 8.00.1038.00. Click Next. 14. On the Select the Organizational Unit page, click Browse to display your Active Directory structure. Select the location where you want your Microsoft CRM Organizational Unit to be installed into, click OK, and then click Next. 15. On the Specify Security Account page, select the security account for your Microsoft CRM installation, ASP.NET, and Reporting Services. If you select Domain user account, enter the logon name and password for this account, and then click Next. Note If you select to install using a Domain user account, and depending on the password policies you have implemented for your organization, the password for the user may expire. The user will have to change the password for Microsoft CRM services to be the same as his or her logon password. Installing under a domain user account is not recommended, and may lead to permissions problems related to reporting. For Windows 2000 Server, Local System is recommended. For Windows Server 2003, Network Service is recommended. For more information, see the section Troubleshooting Permissions Problems at the end of this chapter. Note The Local System account is only available on Windows 2000 Server, and not an option on Windows Server 2003. Note If you select to run the ASP.NET service under a domain user account that is not either a domain administrator or a local administrator, you must set a local security policy after installing Microsoft CRM Server in order for the ASP.NET service to work correctly. Also, depending on the password policies you have implemented for your organization, the 15-5
password for the user may expire. See, Microsoft Knowledge Base Article, 329290, How to use the ASP.NET utility to encrypt credentials and session state, (http://go.microsoft.com/fwlink/?LinkId=53266). 16. On the Specify Exchange Server settings page, in the Incoming Exchange server name box, type the name of your Exchange server (where you plan on installing your e-mail router). Select Use the default outgoing SMTP settings to use all default SMTP settings for outgoing e-mail. If you select Use the following SMTP server settings, complete the SMTP server, Server port, Authentication method, User name and Password (if necessary), and select This server requires a secure connection. Click Next. 17. The System Requirements page appears. This page is a summary of all system requirements for a successful Microsoft CRM Server installation. Failed tests must be corrected before installation can proceed. If a problem will take time to correct, cancel setup at this time, fix the problem and restart Setup again. When all tests are successful, click Next. 18. Review the Ready to Install the Microsoft CRM page, click Back to correct any errors; when you are ready to proceed, click Install. 19. On the Completing the Microsoft CRM Server Installation Wizard page, click to start the Registration Wizard. You must register your Microsoft CRM Server within the next 30 days. To register later, on the Start menu, point to Microsoft CRM, and click Registration Wizard. 20. When installation is complete, we recommend that your restart the computer.

This section describes additional tasks that are required for specific configurations.
Add Microsoft CRM Accounts to Pre-Windows 2000 Compatible Access Group

For the computers running Microsoft CRM to have access to Active Directory organizational units where users are located, you add the following accounts to the Pre-Windows 2000 Compatible group in Active Directory: Microsoft CRM Service Account (usually local computer account) IIS Service Account on Microsoft CRM server (default is local computer account) SQL Server Service Account (computer account if running as local system)
This procedure should be followed for all the domains in your organization. Add accounts to the Pre-Windows 2000 Compatible Access Group 1. On a domain controller, on the Start menu, point to Programs, point to Administrative Tools, and click Active Directory Users and Computers. 2. Expand the domain, expand Builtin, right-click Pre-Windows 2000 Compatible Access, and click Properties. 3. Click the Members tab, and then click Add. 4. Add the Microsoft CRM server (CRM01) and the computer running SQL Server (CRMSQL01). (This assumes you have used LocalSystem as the service account for SQL Server, IIS, and Microsoft CRM.) 5. Click OK.
Additional Tasks Required if You Use Microsoft SQL Server 2005 on Your Microsoft CRM Server
If you are using Microsoft SQL Server 2005, after you install Microsoft CRM, you will need to change the Microsoft CRM Web site to use ASP.NET version 1.1. Microsoft SQL Server 2005 uses ASP.NET version 2.0. 15-6
Change the version of ASP.NET: 1. In Internet Information Services Manager on your computer running Microsoft CRM, right-click the Microsoft CRM Web site, and then click Properties. 2. Click the ASP.NET tab, select version 1.1.4322, and then click OK. 3. On the Start menu, click Run, and then type iisreset.
Additional Tasks Required when You Use an Existing Reporting Services Installation
There are two additional tasks that are required: Copy style sheets for Microsoft CRM reports to your Reporting Services installation. Depending on your configuration, set up trust for delegation to make authentication work correctly for listing and viewing reports. Unless your configuration matches the configurations listed in the checklist at the beginning of this chapter, you must follow the procedures in the article Additional Setup Tasks When Microsoft SQL Reporting Services Is Installed on a Separate Server from Microsoft CRM or Microsoft SQL Server (http://go.microsoft.com/fwlink/?LinkId=57481).
Perform this procedure only if you are using an existing Reporting Services installation. Copy style sheets for Microsoft CRM reports to your Reporting Services installation 1. Copy four files, mscrm.css, mscrmx.css, mscrmp.css, mscrmxp.css, from the Microsoft CRM Server CD in the folder wwwroot\CRMReports\rsstyles to the styles folder in your Reporting Services installation. By default, the styles folder is installed at c:\Program Files\Microsoft SQL Server\MSSQL\Reporting Services\ReportServer\styles. 2. Select all four files. 3. Right-click the selected files, and then click Properties. 4. Click the Security tab, and then click Add. 5. Type UserGroup, and then click OK. UserGroup is an ActiveDirectory group that Microsoft CRM sets up that includes all Microsoft CRM users. 6. Modify the permissions for UserGroup so that in the Allow column, only Read permission is selected, and then click OK.
Define Reporting Services Roles (Optional)

The ability to perform a task in Reporting Services Report Manager depends on user role assignment. A user who is assigned to a role that has full permissions, such as a report server administrator, has access to the complete set of application menus and pages. A user assigned to a role that has permissions to view and run reports, on the other hand, sees only the menus and pages that support those activities. Users can be assigned to multiple roles. Each user can have different role assignments for different report servers, or even for the various reports and folders that are stored on a single server. Understanding how the role or roles to which you belong affect your interactions with tools, reports, and report servers, can help you anticipate the scope of operations that are available to you at any given time. After installing Reporting Services, you can define roles and permissions within Reporting Services. By default, the permissions on files are set as follows: The local administrators group has the Content Manager role: you might want to give your report administrator the Content Manager role on reports. A new group created by Microsoft CRM install, ReportingGroup, is assigned the Browser for Microsoft CRM role for all default Microsoft CRM reports.
15-7
What Is Installed
This section describes what is installed when Microsoft CRM is installed, and when Microsoft CRM Setup installs Reporting Services.
Microsoft CRM Installed Components

When Microsoft CRM is installed on the server, the default folders listed in the following table are created. Folder
<systemdrive>:\Program Files\Microsoft CRM\bin <systemdrive>:\Program Files\Microsoft CRM\ <systemdrive>:\Program Files\Microsoft SQL Server\MSSQL\Data Microsoft CRM SQL Server database files <systemdrive>:\Program Files\Microsoft CRM\Microsoft CRM Email systemdrive>:\Program Files\Microsoft CRM\Reports
Comments
Do not modify the permissions of this folder. Any modifications to this folder will disable Microsoft CRM. Microsoft CRM Server program files Microsoft CRM installs the Microsoft CRM databases in this folder. This folder is created by SQL Server. Microsoft CRM-Exchange E-mail Router Tools for downloading and publishing reports, with a MSCRM subfolder containing an .rdl file for each of the default reports Microsoft CRM services
<systemdrive>:\Inetpub\wwwroot\CRMWeb\MSCRMServic es
The following are added: Name

Application Pool Virtual Roots CRMAppPool Microsoft CRM version 3.0
Description
If installed on a Web server running IIS 6.0, a separate application pool is created for Microsoft CRM and Reporting Services. Web site for Microsoft CRM.
The following Active Directory groups are added: If the Active Directory domain is set to Mixed Mode, then these groups need to be typed Global Security. Global groups cannot have users from across domains. In Mixed Mode domains, Microsoft CRM users cannot exist in different domains. If the Active Directory domain is set to Native Mode (in either Windows 2000 Server or Windows Server 2003), these groups need to be of type Domain Local Security or Universal Security. Group
UserGroup ReportingGroup PrivUserGroup
Description
All Microsoft CRM users. This group is updated automatically as users are added and removed from Microsoft CRM. All Microsoft CRM users. This group is updated automatically as users are added and removed from Microsoft CRM. By default, all Microsoft CRM Reporting Services reports grant Browse permission to this group. Privileged Microsoft CRM user group for special administrative functions; including CRMAppPool identity or AspNetProcess Model user (domain user, NetworkService, or LocalSystem). If Windows 2000 Server or Windows Server 2003 Server has IIS in Isolation Mode, the LocalSystem accounts needs to be added for the inetinfor.exe process. Also the user who setup Microsoft CRM server needs to be added. All server processes/service accounts that require access to SQL Server; including CRMAppPool identity or AspNetProcess Model user (domain user, NetworkService, or LocalSystem). If Windows 2000 Server or Windows Server 2003 Server has IIS in Isolation Mode, the LocalSystem accounts needs to be added for the inetinfor.exe process.
SQLAccessGroup
The following services are added: Service

Microsoft CRM Bulk Email Service Microsoft CRM Deletion Service
Description
Receives bulk e-mail data from the Microsoft CRM Platform layer, merges the data, and then routes the messages to the specified email addresses. Cleans up tables that have records marked for deletion in Microsoft CRM database
15-8
Service
Microsoft CRM Workflow Service
Description
Handles all the events for the Microsoft CRM Platform layer and triggers workflow processes.
Reporting Services Installed Components

When Reporting Services is installed by Microsoft CRM, the default folders listed in the following table are created: Folder
<systemdrive>:\Program Files\Microsoft SQL Server\MSSQL\Reporting Services <systemdrive>:\Program Files\Microsoft SQL Server\MSSQL\Reporting Services\ReportManager <systemdrive>:\Program Files\Microsoft SQL Server\MSSQL\Reporting Services\ReportServer <systemdrive>:\Program Files\Microsoft SQL Server\MSSQL\Reporting Services\RSTempFiles
Description
Reporting Services readme files Report Manager files Report Server files Temporary folder, empty by default
When Reporting Services is installed by Microsoft CRM, the following services are added: Service
ReportServer
Description
Manages, executes, renders, schedules and delivers reports.
The following virtual roots are added to the default Web site: Virtual Root
Reports ReportServer
Description
The Report Manager component of Reporting Services. Report Manager is used to move a report from on-demand to scheduled, and to control permissions on individual reports. The Web service that manages, executes, renders, schedules and delivers reports.
Log Files
Installation always creates log files that can be reviewed and used for troubleshooting. By default, the location of the log files is: <systemdrive>:\Documents and Settings\User\Application Data\Microsoft\MSCRM\Logs
Verify Installation
Verify Microsoft CRM Server Installation 1. On the computer running Microsoft CRM, start Internet Explorer and in the browser address box, type http://WebSiteName (where WebSiteName is the name of the web site specified in step 11 of the installation procedures) to open Microsoft CRM. If the Microsoft CRM home page displayed, your installation is successful. If not, see Chapter 29, Troubleshooting. Verify Reporting Services installation 1. On the Microsoft CRM server, start Internet Explorer and in the browser address box, type http://<MicrosoftCRMWebSiteName> to open Microsoft CRM. 2. On the Workplace, under My Work, click Reports. 3. Double-click the User Summary report. You are presented with a report listing the users in Microsoft CRM. This list depends on your security privileges, and although all users can run this report, all users do not necessarily have the rights to view these records. Close the User Summary report. 4. Select the User Summary report, and on the More Actions menu, click Edit Report. Add a word to the Description box, and then click Save and Close. If you get the error message The permissions 15-9
granted to user NT AUTHORITY\NETWORK SERVICE are insufficient for performing this operation, follow the troubleshooting steps in the following section. This problem indicates that the permissions are not correct. If this problem is occurring, any changes you make to System Settings will not be saved. 5. Open the Reporting Services Web site, http://<SQL_Server>/Reports. You should see the Report Manager home page, with a folder name that matches the organization name you used during Microsoft CRM setup.
Troubleshooting
This section discusses known issues that may occur during Microsoft CRM Server Setup.
You receive error messages when you try to install Microsoft CRM on Microsoft Windows Small Business Server 2003 R2
When you run Setup, you receive the following error messages: The Website for installing SQL Server Reporting Services 'Default Web Site' already contains Reports or ReportServer virtual directories. The following databases already exist on the specified SQL Server: ReportServer ReportServerTempDB.
For information about how to install Microsoft CRM 3.0 on Microsoft Windows Small Business Server 2003 R2, visit the following Microsoft Download Center page to download the document. http://www.microsoft.com/downloads/details.aspx?FamilyId=46D1887A-DDCD-4ACB-829F688618D91F1B&displaylang=en
Error message when you try to upgrade to Microsoft Dynamics CRM 3.0: "Microsoft CRM 3.0 server setup did not complete successfully"
You receive the following error message when you try to upgrade to Microsoft Dynamics CRM 3.0: "Microsoft CRM 3.0 server setup did not complete successfully." For more information including a resolution, see the following Microsoft Knowledge Base article: http://support.microsoft.com/kb/918110/en-us
Error message when you register Microsoft CRM 3.0 by using the Microsoft CRM Registration wizard: "The wizard requires an Internet connection to complete registration"
You receive the following error message when you register Microsoft Dynamics CRM 3.0 by using the Microsoft CRM Registration wizard: The wizard requires an Internet connection to complete registration. Activate your Internet connection if it is disabled. If you do not have an Internet connection, contact Microsoft Business Solutions Support at 1-800456-0025 to complete registration. For more information including a resolution, see the following Microsoft Knowledge Base article: http://support.microsoft.com/kb/911330/en-us
15-10
Troubleshoot Permission Problems

This problem can occur when Microsoft CRM and Reporting Services are installed on the same server, and the server is either running Microsoft Windows Small Business Server 2003 or Window Server 2003. There are two symptoms: When you try to add a report, modify report properties, or download reports, you see the error message: The permissions granted to user NT AUTHORITY\NETWORK SERVICE are insufficient for performing this operation. When you change any values in the System Settings dialog box, no error message are displayed, but the changes are not saved.
If you installed using a domain user account, to add the necessary permissions, make the following change in Reporting Services Report Manager. 1. Open Reporting Services Report Manager. On the server running Microsoft CRM, in Internet Explorer, open http://localhost/Reports. If you renamed the virtual directory for Report Manager when you installed Reporting Services, use the virtual directory name you used rather than Reports. 2. Click Show Details. 3. Click the icon in the Edit column next to the folder for your organization. 4. Click Security. 5. Click New Role Assignment. 6. On the New Role Assignment page, in the Group or user name box, enter the value of the service account name for ASP.NET: For English locales, enter NT Authority\Network Service. For other locales, open the setup log file with Notepad. By default, this file is located at: <systemdrive>:\Documents and Settings\User\Application Data\Microsoft\MSCRM\Logs\crm30svrsetup.log 1. Search for ServerInstallInfo.AspNetServiceAccountName. 2. Look at the value in this line, and enter it in the Group or user name box. 7. Select the check box next to Publisher for Microsoft CRM. 8. Click OK.
15-11
Chapter 16 Installing Microsoft CRM Clients for Outlook
C H A P T E R
1 6
Installing Microsoft CRM Client for Microsoft Office Outlook

Microsoft CRM clients for Microsoft Office Outlook enables access to the same data through Microsoft Office Outlook as the Microsoft CRM Web client. The Microsoft CRM clients for Outlook are targeted at sales and marketing people and provide sales module functionality. There are two Microsoft CRM clients for Outlook: Microsoft CRM 3.0 desktop client for Microsoft Office Outlook. Install this on workstations (including computers that are shared by several users) that do not go offline and have a connection to the local area network. If a computer is being shared by several users (that is, each user has their own login and are valid Microsoft CRM users), then Microsoft CRM desktop client for Outlook must be installed for each user. Microsoft CRM 3.0 laptop client for Microsoft Office Outlook. Install this on computers that go offline. Salespeople who require offline support for sales force automation application data while they work out in the field have access to their customer data using laptops.
At the start of the Microsoft CRM client for Outlook installation, you will be given the choice of which client to install. The Microsoft CRM client for Outlook resides in Outlook for its main application interface and is available from the Outlook shortcut bars and folder navigation that is displayed in the main window of Outlook. Installing Microsoft CRM client for Outlook creates an icon on the Outlook bar and one folder in the users mailbox folder structure. Note If the Microsoft CRM laptop client for Outlook is installed on a computer, then the Microsoft CRM desktop client for Outlook cannot be installed and used on the same computer.
System Requirements
Hardware
The Microsoft CRM client for Outlook requires the following hardware configuration: Computer/processor: Intel Pentium III or compatible CPU Required Memory: 256 megabytes (MB) of RAM Recommended Memory: 1 GB
Software
To optimize the performance of the Microsoft CRM client for Outlook, the following system requirements are required: Windows 2000 Professional with SP4 or Windows XP Professional with SP1 (Service Pack 2 is supported, but not required). Microsoft Office 2003 Editions with SP1 OR Microsoft Office XP (2002) with SP 3 Microsoft Internet Explorer 6.0 SP1. Note Microsoft Office 2000 cannot be used with Microsoft CRM 3.0
16-1
Prerequisite Checklist
The following is a checklist of prerequisite software and configuration items that will be installed during Microsoft CRM clients for Outlook setup: We recommend that the Microsoft CRM Server be installed and running. The client computer must be installed with the system requirements listed in the previous section. Indexing Service must be installed and running on the client computer where the Microsoft CRM laptop client for Outlook will be installed. Microsoft Data Access Components 2.8. MDAC must be installed on client computers where the Microsoft CRM laptop client for Outlook will be installed by a user with local administrative privileges. The Windows Installer 3.1 is required. This is available on the Microsoft Windows Update Web site as KB893803. Outlook must be started at least once. (This insures that Outlook is configured prior to installing the Microsoft CRM clients for Outlook.) Note Starting Outlook creates a default profile. During installation, the Microsoft CRM client for Outlook binds to the default profile. Problems may occur preventing the Microsoft CRM client for Outlook from functioning properly if you create additional profiles and try to change or delete the default profile. The person installing the Microsoft CRM client for Outlook must be a valid Microsoft CRM user as well as a local administrator on the client computer if installing from the Microsoft Client CD. The installing user does not have to be a local administrator if the Microsoft CRM client for Outlook has been published according to the Create an Administrative Install Location section below. Do not install the Microsoft CRM clients for Outlook on the Microsoft CRM Server or the Microsoft Exchange Server. Microsoft XML Core Services 4.0 SP2. Microsoft .NET Framework 1.1 and Service Pack 1 Microsoft SQL Server 2000 Desktop Engine SP4 (MSDE).
The following software components are required and are installed during setup:
MSDE is required for the Microsoft CRM laptop client for Outlook because it maintains a data store on the user's computer for Microsoft CRM data. Data from the Microsoft CRM server will synchronize with this local store for offline access to data. When the users computer is attached to the organization's network after working offline, synchronization takes place between the Microsoft SQL Server 2000 Desktop Engine and the Microsoft CRM server.
Install the Microsoft CRM clients for Outlook

Follow the procedures in this section to install the Microsoft CRM client for Outlook. Important Do not install the Microsoft CRM clients for Outlook on the Microsoft CRM server. They are not compatible with the Microsoft CRM Server installation. Note We recommend that the Microsoft CRM clients for Outlook not be installed on a Microsoft Exchange Server. Install Microsoft CRM client for Outlook 1. Meet all requirements in the previous "Prerequisite Checklist" section and make sure all Microsoft Office security hot fixes are installed.
16-2
2. Log on to the computer as a user with Local Administrator privileges. (See also the procedures about Create an Administrative Install Location section below.) 3. Insert the Microsoft CRM client for Outlook CD into your CD-ROM drive. The autorun screen should appear. 4. Click either Install Microsoft CRM Laptop Client for Outlook or Install Microsoft CRM Desktop Client for Outlook on the opening screen. 5. On the License Agreement page, select I accept this license agreement, and click Next. 6. The Install Required Components page appears. If you have already installed the required components listed, this page will not appear. If you have not installed the required components listed, you can install them now. Click Install. When the components are installed, the status column will change from Missing to Installed, and you can click Next to continue. Note These components are required before Microsoft CRM clients for Outlook can be installed. You can exit Setup and install the components manually, or select Install. The Next button on this page is disabled until Setup detects these components are installed. 7. On the Specify Microsoft CRM Server page, type the URL for the Microsoft CRM server (http://crm01), and click Next. 8. The Participate in Customer Experience Improvement page appears only when installing the Microsoft CRM Laptop client for Outlook. On this page, select whether or not you want to participate in the Customer Experience Improvement Program, and click Next. 9. The Select Installation Location page appears only when installing the Microsoft CRM Laptop client for Outlook. On this page, select the file installation location. Click Next. 10. The System Requirements page appears. This page is a summary of all system requirements for a successful Microsoft CRM Outlook client installation. Failed tests must be corrected before installation can proceed to the next step. If there is a problem that will take time to correct, cancel setup at this time, fix the problem (or problems) and restart setup again. When all tests are successful, click Next. 11. On the Ready to Install page, click Install to begin installation. This page provides a summary of the installation information. You can click Back to return to a previous page. 12. On the Completing the Microsoft CRM Clients for Outlook Setup page, click Finish.
Create an Administrative Install Location

You can create an administrative installation location (typically a shared server folder) and then allow clients to connect to the share to install the Microsoft CRM clients for Outlook. Advantages of installing the Microsoft CRM clients for Outlook include: Users who are valid Microsoft CRM users can install the Microsoft CRM clients for Outlook without local administrative privileges. (This method requires that the Microsoft Data Access Components (MDAC) 2.8 be installed on the client computer prior to installing the Microsoft CRM clients for Outlook.) A user with local administrative privileges on each client computer does not have to do the Microsoft CRM client for Outlook installation. You do not need to share or duplicate the Microsoft CRM Client CD. The Microsoft CRM clients for Outlook are installed with pre-defined settings. Create a Microsoft CRM client for Outlook installation image on a shared resource. Publish the image so that users can access and install from the shared resource.
This method requires two separate procedures:
16-3
Install Microsoft CRM client for Outlook in Administrative Mode 1. Meet all requirements in the previous "Prerequisite Checklist" section. 2. Logon to the computer as a user with local administrative privileges. 3. Map a drive to the network location where you want to create an image of the Microsoft CRM Sales for Outlook CD. (This location can be entered as \\networkshare during setup of the Microsoft CRM Client for Outlook.) 4. Insert the Microsoft CRM Client for Outlook CD in your CD-ROM Drive 5. Open a command prompt window and navigate to the root folder on the Microsoft CRM Client for Outlook CD. 6. Type one or both of the following commands. Make sure you use a separate target shared folder for each client image: msiexec /a client.msi Create an installation source image of the Microsoft CRM laptop Client for Outlook. msiexec /a LightClient.msi for Outlook. Create an installation source image of the Microsoft CRM desktop Client
7. Point to the mapped drive or provide the network share where you want to create the administrative image. 8. Enter a valid Microsoft CRM server name. 9. Complete the Wizard. 10. Share the image location. If this is on a server, then share the folder containing the installation images. Publishing Microsoft CRM Client for Outlook Source Image 1. On a computer that has access to your domain controller, on the Start menu, point to All Programs, point to Administrative Tools, and click Active Directory Users and Computers. 2. Right-click on the domain or Organizational Unit that contains your Microsoft CRM Implementation, and click Properties. Note This process of publishing the installation images allows users to install from the published shared location. If you create the group policy at the domain level, then all users in that domain will have access to the installation images. If you create the group policy at the Organizational Unit level, then only those users in that Organizational Unit will have access to the installation images. 3. Click the Group Policy tab, and then click New to create a new group policy. 4. Select the New Group Policy Object and click Edit. The Group Policy Object Editor appears. 5. Expand User Configuration, expand Software Settings, expand Software Installation, and then right-click New. 6. Navigate to where your shared installation images are located (the installation images were created in the previous procedure), and click Open. 7. Select Publish, and then click OK. 8. Close the Group Policy Object Editor and Active Directory Users and Computers.
Install The Administrative Mode Microsoft CRM Clients for Outlook

Publishing the installation images of the Microsoft CRM Clients for Outlook allows users to install them from the published location in two ways: 16-4 A user can navigate to the shared location and install directly from there. The installation images are available to be installed using Add or Remove Programs.
Users installing the Microsoft CRM client for Outlook from the shared location need to be valid Microsoft CRM users, but they do not need to have local administrative privileges on the client computer. The number of steps during installation is also less because of the preset parameters entered when the installation images were created. Important The Microsoft CRM laptop client for Outlook requires Microsoft Data Access Components 2.8 (MDAC). If you intend to install this client on Windows 2000 Professional, this component must be installed by a user with local administrative privileges. After MDAC is installed, then the Microsoft CRM laptop client can be installed and used by a valid Microsoft CRM user without the need of local administrative privileges. Important If you intend to install the Microsoft CRM Clients for Outlook on Windows 2000 Professional, the Windows Installer 3.1 is required. This is available on the Microsoft Windows Update Web site as KB893803, and must also be installed by a user with local administrative privileges. Install the Microsoft CRM Client for Outlook Using Add or Remove Programs. 1. On the Start menu, point Settings, and then click Control Panel. 2. Double-click Add or Remove Programs, and then click Add New Programs. 3. In the list of available software, select the Microsoft CRM Client for Outlook (the name will be different depending on whether you choose the Microsoft CRM laptop client or the Microsoft CRM desktop client), and click Add. 4. Complete the setup wizard.
Allowing For The Windows Firewall

Microsoft Windows Server 2003 Service Pack 1 and Windows XP Service Pack 2, enhanced computer security by adding a Windows Firewall. As a result, on a computer running either of these operating systems, a Microsoft CRM user who does not have local Administrative privileges must have their system administrator change a Windows Firewall setting before they can use the Microsoft CRM Laptop Client for Outlook. A system administrator can change the Windows Firewall in one of two ways: Visit each client computer and add the Microsoft CRM Laptop Client for Outlook application to the Windows Firewall Exception list. Make the change using an Active Directory Group Policy for all computers that will be running the Microsoft CRM Laptop Client for Outlook.
Add to the Windows Firewall Exception list 1. Open the Control Panel Windows Firewall, and click the Exceptions tab. 2. Click Add Program, and Browse to where you have installed the Microsoft CRM Laptop Client for Outlook, and click Open. The default location is: C:\Program Files\MSCRM\Client\res\Web\bin\Microsoft.Crm.Application.Hoster.exe 3. Click OK and close the Windows Firewall. Add to the Windows Firewall Exception list using Group Policy Note There are several ways to define a group policy on a domain controller. The procedure below is specific to a Windows Server 2003 domain controller. The steps may be slightly different for a Windows 2000 Server domain controller and for Windows Small Business Server 2003. 1. On a computer that has access to your domain controller, on the Start menu, point to All Programs, point to Administrative Tools, and click Active Directory Users and Computers.
16-5
2. Right-click on the domain or Organizational Unit that contains the computer names of the computers in your Microsoft CRM Implementation running the Microsoft CRM Laptop Client for Outlook, and click Properties. 3. Click the Group Policy tab, and then click New to create a new group policy. 4. Right-click Group Policy Objects and click New. Type a name for this group policy. 5. Right-click the new Group Policy Object and click Edit. The Group Policy Object Editor appears. 6. Expand Computer Configuration, expand Administrative Templates, expand Network, expand Network Connections, expand Windows Firewall, and then click Domain Profile. 7. Right-click Windows Firewall: Allow local program exceptions and click Properties. 8. On the Settings tab, select Enabled and click OK. 9. Right-click Windows Firewall: Define program exceptions and click Properties. 10. Click the Settings tab, select Enable, click Show, and then click Add. 11. Type the name of the Microsoft CRM Laptop Client for Outlook. Follow the syntax rules as shown. For example, %ProgramFiles%\Microsoft CRM\Client\res\web\bin\Microsoft.Crm.Application.Hoster.exe:*:ENABLED:Microsoft CRM Hoster. 12. Close Active Directory Users and Computers.
Configure Offline Use of the Microsoft CRM Laptop Client for Outlook
If a user wants to use the Microsoft CRM Laptop Client for Outlook when the computer is disconnected from the network, the Microsoft CRM Laptop client for Outlook requires the user to be able to use his or her domain credentials, even when the computer is not on the domain. You must configure the computer to allow the user to log on to his or her computer and set domain policies to allow cached credentials on the local computer. Windows allows ten sets of user credentials to be stored by default. Allow cached credentials 1. On the Start menu, point to Programs, point to Administrative Tools, and click Local Security Policy. 2. Expand Local Policies, and then select Security Options. 3. Set the value in Number of previous logons to a value greater than 0. Or, if using Windows XP, set the value Interactive Logon: Number of previous logons to cache to a value greater than 0 (the default value is 10).
Using SSL and a Proxy Server

If you are using SSL and your proxy server is preventing your Microsoft CRM Clients for Outlook access to your Microsoft CRM Server, you can do one of the following in Internet Explorer: Disable the use of a Proxy server. Adding your Microsoft CRM Web site URL to the Local intranet zone and also selecting the Bypass proxy server for local addresses check box.
16-6
Chapter 17 Installing the Microsoft CRM-Exchange E-mail Router
C H A P T E R
1 7
Installing the Microsoft CRM-Exchange E-Mail Router

The Microsoft CRM-Exchange E-mail Router (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. When the Router is installed on the same computer as Exchange, it transfers e-mail to the Microsoft CRM system. The Microsoft CRM system stores e-mail as activity records. These e-mail activity records are stored in the Microsoft CRM database and include both the contents of the e-mail message, such as the text of the message and its subject line, and relevant associations with other Microsoft CRM records. For example, when a salesperson replies to a customer about a case, he or she creates an e-mail activity record that includes the text of the message plus information associating the e-mail activity record with the appropriate case record. The two components that are installed and configured are: The Microsoft CRM-Exchange E-mail Router Service The Microsoft CRM E-mail Rule Deployment Wizard
Prerequisite Checklist
Regardless of the computer configuration, the following is a list of prerequisite software and configuration items that must be installed before you install the Router: The following Microsoft Windows Server and Microsoft Exchange Server versions must be installed and operational on the computer that the Router is to be installed on. Microsoft Windows 2000 Server with Service Pack 4 or Microsoft Windows Server 2003 Service Pack 1 or later version. Microsoft Exchange 2000 Server or Microsoft Exchange Server 2003.
Microsoft Internet Explorer 6 SP1. Microsoft CRM Server must be installed and operational. The user installing the Router must be a member of the Domain Administrators group and have Local Administrator credentials on the Microsoft Exchange Server. You must log on to the computer where the Router is to be installed as a user who has local administrative privileges on the computer that is running Microsoft CRM. Microsoft .NET Framework 1.1 Service Pack 1 is required. This will be installed as part of installing the Router, but requires restarting the Exchange Server before the remainder of the Router can be installed.
Install Microsoft CRM-Exchange E-Mail Router

The following installation procedures will install and configure the Router on the server named EXBE01. Note If you are installing Microsoft CRM on Microsoft Windows Small Business Server, the Router will be automatically installed when you install Microsoft CRM Server. Install Microsoft CRM-Exchange E-Mail Router 1. Meet all requirements in the previous "Prerequisite Checklist" section. 2. Log on to EXBE01 as a Domain User with Local Administrator privileges. 3. Insert the Microsoft CRM Server CD into your CD-ROM drive. The autorun screen will appear. 17-1
4. Select Install Microsoft CRM-Exchange E-mail Router from the opening screen. 5. On the License Agreement page, click I accept this license agreement, and then click Next. 6. The Install Required Components page appears. If you have already installed the required components, this page will not appear. If you have not installed the required components listed, you can install them now. Click Install. When the components are installed, the status column will change from Missing to Installed, and you can click Next to continue. Note These components are required before the Router can be installed. You can exit Setup and install the components manually, or select Install. The Next button on this page is disabled until Setup detects that these components are installed. Note Microsoft .NET Framework 1.1 Service Pack 1 is required and will be installed as one of the required components. However, to complete the installation, it requires restarting the computer running Exchange Server before the remainder of the Router can be installed. 7. On the Select Router Components page, select either or both options. If you select to install both options, or select only to install the Microsoft CRM-Exchange E-mail Router Service, click Next and go to step 8. If you select only Microsoft CRM E-mail Rule Deployment Wizard, click Next and go to step 12. If you do not select this option, you will have to rerun this Setup and select this option to install this wizard on either this computer or another computer in the domain that has access to the computer running Exchange Server.
8. On the Specify Microsoft CRM Server page, in the URL box, type the URL of the Microsoft CRM Web site. 9. On the Microsoft CRM-Exchange E-mail Router Upgrade page, to indicate that you are upgrading the Router, click Yes. To install the Router for the first time, click No. If you click Yes, go to the Upgrade section to complete the upgrade. If you click No, click Next and go to step 10.
10. On the Microsoft CRM Exchange Mailbox page, type the name of the Microsoft CRM system mailbox user in the format shown. The user: Cannot be the same user who is installing Microsoft CRM. Cannot be a Microsoft CRM user. Should not be created later as a user in Microsoft CRM.
If you have to create this user, you can do so now without canceling the Microsoft CRM Server Setup. Use the procedure Add a User to Active Directory in the Additional Installation Prerequisites section. Note The Microsoft CRM system mailbox must be on the same computer that the Router is being installed on. 11. On the Select Install Location page, either accept the Default file installation directory or Browse for a different location, and then click Next. 12. The System Requirements page appears. This page is a summary of all system requirements for a successful Microsoft CRM E-mail Router installation. Failed tests must be corrected before installation can continue. If there is a problem that will take time to correct, cancel Setup at this point, fix the problem, and restart Setup again. When all tests are successful, click Next. 13. On the Ready to Install the Application page, click Install. 14. A message box will be displayed indicating a successful installation. Click OK.
17-2

Add a user to Active Directory 1. Log on to the Small Business Server computer using an account that is a member of the Domain Administrators group. 2. Click Start, point to Programs, point to Microsoft Exchange, and then click Active Directory Users and Computers. 3. In the console tree, double-click the domain node or the organizational unit (OU) where user accounts are located. (This may vary depending on your forest and domain structure. The default location is the User OU.) 4. In the details pane, right-click the container where you want to add the user, point to New, and then click User. 5. In First name, type the user's first name. 6. In Initials, type the user's initials. 7. In Last name, type the user's last name. 8. Modify the full name as necessary. 9. In User logon name, type the name that the user will use to log on. From the drop-down list, click the UPN suffix that will be appended to the user logon name after the at sign (@). Click Next. 10. In Password and Confirm password, type the user's password, and then click Next. 11. Verify that the Create an Exchange mailbox check box is selected, and then click Next. 12. Click Finish.
The Microsoft CRM E-mail Rule Deployment Wizard

An important part of transferring e-mail to your Microsoft CRM system is the placement of a Exchange Serverside inbox rule in the inbox of each Microsoft CRM user. This rule sends a copy of each message received by a Microsoft CRM user to the Microsoft CRM system mailbox. From the Microsoft CRM system mailbox, the Router retrieves the messages and creates an e-mail activity in Microsoft CRM. To assist with deploying these Microsoft CRM user inbox rules the Microsoft CRM-Email Rule Deployment Wizard is provided. This wizard can be run anytime to add or change the inbox rules for your Microsoft CRM users. If you elected to install this wizard as part of the Router installation, you can access this wizard by doing the following: On the Exchange Server computer where you have installed Router and the rule deployment wizard, on the Start menu, point to All Programs, point to Microsoft CRM-Exchange Router, and then click Rule Deployment Wizard. The Rule Deployment Wizard does not have to be run on a computer that is running Exchange Server. However, to successfully install and use the wizard, the Exchange System Management Tools must be installed on a computer that is not already an Exchange Server computer. To run the Rule Deployment Wizard using the above procedure, you must: be logged on as a Microsoft CRM user with a role. (The user can be in restricted access mode). be a local administrator on the computer where running the wizard. have Exchange permissions.
To deploy rules to the mailbox of a Microsoft CRM user, the person running the Rule Deployment Wizard must have Exchange administrative permissions on the mailbox. Use the Exchange System Manager and the Exchange delegation wizard to designate Exchange Administrators. As an alternative, make sure that the person running the Rule Deployment Wizard has full permissions on the Exchange mailbox store or storage group, where the users mailboxes are located. 17-3
Configuring the Router to use Multiple CRM Mailboxes

The default Router configuration is to use one Microsoft CRM mailbox. This mailbox is used as a collection box for e-mail being transferred from each Microsoft CRM users mail box by a server-side rule that is put in each users mailbox. The Router then retrieves the messages from the Microsoft CRM mailbox and sends them on to the computer running Microsoft CRM Server. You can configure one instance of the Router to serve multiple Microsoft CRM Server deployments. In this configuration, the Router will poll each CRM mailbox sequentially, transferring any messages on to the associated computer running Microsoft CRM Server.
One Router servicing multiple computers running Microsoft CRM Server. This configuration is accomplished using a Registry Key. Do the following: 1. On the Microsoft Exchange Server computer where the Router is installed, click Start, click Run, type regedit in the Open box, and then click OK. 2. Locate and then click the following subkey: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSCRMExRouterService 4. Change the multi-valued key MailboxesInfo, by adding additional pairs {Microsoft CRM server URL, mailbox name} as needed. See the Registry Key parameters explanation in this section. 5. Close Registry Editor 6. Restart the Router service to pick up configuration changes The MailboxesInfo Registry key has the following parameters: crmServerUrl;emailServer;smtpDomain;emailAccount[;forcedelivery] crmServerUrl The URL of the computer running Microsoft CRM Server associated with the sink mailbox to read from. emailServer The name of the local Exchange Server computer. smtpDomain The SMTP domain name of the sink mailbox. emailAccount The account name of the sink mailbox.
17-4
forcedelivery An optional flag that should be set to a value of 1.This flag causes e-mails to be held in the Microsoft CRM mailbox until Microsoft CRM Server responds (then the flag will be cleared automatically). Without the flag, if the Router cannot communicate with Microsoft CRM Server after several retries, e-mail will be moved to the undeliverable folder in the Microsoft CRM mailbox. This flag is useful in scenarios where Microsoft CRM Server is unavailable (for example, if it is not installed, upgraded from Microsoft CRM version 1.2, or otherwise not ready to process messages).
17-5
17-6
Chapter 18 The Sample Database
C H A P T E R
1 8
The Sample Database

A sample database is provided for Microsoft CRM 3.0. This sample database can be used for marketing and sales presentations or for training users. The database should be installed on a Microsoft CRM deployment that is separate from your production environment. The system requirements are the same as the production environment and you must have Microsoft CRM installed before installing the sample database. The sample data is installed on a working Microsoft CRM server using the Sample Data Wizard and a set of .xml files that contains the sample data. Because the data is inserted into a working Microsoft CRM database, it is added to (and may overwrite) any data already in the database. The Sample Data Wizard must be run on the Microsoft CRM server. The sample database can be used on Microsoft CRM system configurations where Microsoft CRM Server and Microsoft SQL Server are installed on the same computer (such as using Microsoft Windows Small Business Server 2003), and on those configurations where Microsoft CRM Server and SQL Server are running on separate computers. The sample database contains user information for 12 fictitious users, each assigned a different Microsoft CRM role. Typically, a person using the sample database assumes the identity of one of these fictitious users. The following table shows these sample database users. Sample Database Users Name
Jose Curry Gail Erickson Roger Van Houten Stefan Delmarco Patricia San Juan Alan Jackson Ryan Williams Connie Watson Ben Burton Chris Perry Mathew Pereira Judith Walker
Alias
jose gail roger stefan patricia alan ryan connie ben chris Mathew Judith
Microsoft CRM Role

Salesperson Sales Manager Customer Service Representative CSR Manager Marketing Manager Salesperson Customer Service Representative Customer Service Representative Customer Service Representative Customer Service Representative Customer Service Representative CSR Manager
Job Title
Sales Representative Central Region Western Region Sales Manager Customer Service Representative Customer Support Manager Retail Marketing Manager Eastern Region Sales Representative Customer Service Representative Customer Service Representative Eastern Region Bike Service Technician Central Region Bike Service Technician Western Region Bike Service Technician Eastern Region Bike Service Technician
If you want to use these sample users, you will need to create them in Active Directory Users and Computers, using the information in the Sample Database Users table. You must create them in Active Directory before you run the Sample Data Wizard. In addition, these users must be created in the domain that contains your Microsoft CRM Server. Creating these users has at least two advantages: Your real users and the sample database users can be kept separate from each other. The sample database users are automatically configured during the installation of the sample database.
Important If you create these users in Active Directory do not add them to your Microsoft CRM server. The Sample Data Wizard will add the sample users automatically during installation. You can also map your organizations actual users to the Microsoft CRM sample database user roles. To do this, you must have at least 12 users in Active Directory that can be assigned Microsoft CRM roles as shown in the previous table. As part of installing the sample database, you are presented with several pages where you can map your existing users to the sample database roles.
Install the Sample Database

Use the following procedure to install the sample database. 18-1
Install the sample database 1. Install and have operating a Microsoft CRM deployment. Caution The sample data should not be installed on a production system. 2. Log on to the Microsoft CRM Server as the same domain user who installed the Microsoft CRM Server and with the following privileges: Local Administrator on the Microsoft CRM Server Local Administrator on the Microsoft SQL Server (if SQL Server is on a different computer) SQL Server Administrator
3. If SQL Server and your Microsoft CRM Web site are on different computers, you must create a folder, C:\backup on the computer running SQL Server. This folder will be used by the Sample Data Wizard to store the database backup it produces as part of installing the sample database. 4. Log on to Microsoft CRM as the same user who installed the Microsoft CRM Server. Click on Settings, click on Business Unit Settings, and then click on Users. Open the logged in user page by double clicking the user name. Clear the Restricted Access Mode checkbox on the user page. 5. Insert the Microsoft CRM Server CD into your CD-ROM drive. Cancel the autorun screen. Open a Windows Explorer window and navigate to the \SampleData folder. 6. Double-click Microsoft.Crm.Tools.SampleDataWizard.exe. 7. On the Select Install Location page, choose either Select default path or Select different data location, and click Next. Select default path selects files from \Datafile, the default .xml file location. Select different data location displays a dialog box where you specify a location if the .xml files reside somewhere other than the default location.
8. On the Select Sample Data Users page, match a user from Active Directory with a sample data user. If you created the 12 users listed above in Active Directory, they automatically appear in these user selection screens. If you did not create the users in Active Directory map your organizations users to these roles. For each role, click the ellipsis () button and choose a user from Active Directory. Note Users selected must be in the domain that also contains the Microsoft CRM server. 9. The Sample Data Hierarchy page, displays the hierarchy of business units and users. Click Next. 10. The Installing Sample Data page appears and shows installation progress. When installation is complete, click Finish.
Update or Load New Sample Data

As you use the sample database for testing, demonstrations, training, and other activities, the data may change and may no longer be useful. Run the Sample Data Wizard to update your sample data or load new data. Updating your sample data will restore the Microsoft CRM sample database to its originally installed state. Update the Sample Database 1. Log on to the Microsoft CRM server as the same domain user who installed Microsoft CRM Server and with the following privileges: Local Administrator on the Microsoft CRM server Local Administrator on the computer running Microsoft SQL Server (if SQL Server is on a different computer) SQL Server Administrator
18-2
Chapter 18 The Sample Database
2. Navigate to the folder where you have copied the files from the CD. Double-click Microsoft.Crm.Tools.SampleDataWizard.exe.The wizard automatically detects that a sample database exists. 3. On the Existing Installation of Sample Data Detected page, select Update and click Next. 4. On the Update the Sample Data page, select either Update Existing Data Set or Load New Data Set, and click Install. Update Existing Data Set makes a backup of the current database and restores the last sample data set that you installed. Load New Data Set makes a backup of the current database and installs a new database.
5. The Installing Sample Data page appears and shows installation progress. When installation is complete, click Finish.
Uninstall the Sample Database

The following procedure uninstalls the sample database. The uninstall process makes a backup of the current sample database, and restores your original database exactly as it was before you installed the sample database. This means that data and system customizations added while using the sample data will be lost. Uninstall the Sample Database 1. Log on to the Microsoft CRM server as the same domain user who installed the Microsoft CRM Server and with the following privileges: Local Administrator on the Microsoft CRM server Local Administrator on the computer running Microsoft SQL Server (if SQL Server is on a different computer) SQL Server Administrator
2. Navigate to the folder where you have copied the files from the CD. Double-click Microsoft.Crm.Tools.SampleDataWizard.exe The wizard automatically detects that a sample database exists. 3. On the Existing Installation of Sample Data Detected page, select Uninstall and click Next. 4. The Uninstalling Sample Data page appears and shows uninstall progress. When the data is uninstalled, click Finish.
Using the Command Line to Install the Sample Database

You can install (or uninstall) the Sample Database using the command line. The required installation information is provided to SampleDataWizard.exe using command-line parameters and a silentconfig.xml file (the sample data itself is contained in many .xml files). The advantages of using the command line to install the sample database include: You do not have to attend the installation. Installation runs in the background.
Install The Sample Database Using the Command Line 1. Log on to the Microsoft CRM server as the same domain user who installed Microsoft CRM Server and with the following privileges: Local Administrator on the Microsoft CRM server Local Administrator on the computer running Microsoft SQL Server (if SQL Server is on a different computer) 18-3
SQL Server Administrator
2. If SQL Server and your Microsoft CRM Web site are on different computers, you must create a folder, C:\backup on computer running SQL Server. This folder will be used by the Sample Data Wizard to store the database backup it produces as part of installing the sample database. 3. Open a command prompt window. 4. Navigate to the folder where you have extracted the wizard and all associated files. 5. In the command window, type Microsoft.Crm.Tools.SampleDataWizard.exe and one of the following parameters.
Parameters
None Used without parameters, SampleDataWizard.exe will install with all display screens. /I [Path] Installs the sample data located in .xml files as specified in Path. For example, if you had extracted the wizard and all associated files to the folder C:\sampledata\datafiles, then the command would be: Microsoft.Crm.Tools.SampleDataWizard.exe /I C:\sampledata\datafiles /U Uninstalls the sample database. /r/n[Path] Refreshes the installed sample database with new data provided by the data .xml files located in the folder specified by Path. /r/o Refreshes the sample database by restoring the last sample data set that you installed.
Note Any error messages generated by installing the sample database will be recorded in the sampledatawizard.log file. By default, this file is created in the root of your system drive (typically C:\). You can specify a new location of the log file in the Microsoft.Crm.Tools.SampleDataWizard.exe.config file. Note Once installation is started using the command line it cannot be stopped. If installation is stopped by terminating the process, the state of the database may be unstable and the behavior of the Microsoft CRM server may be affected.
18-4
Chapter 19 Command Line Installation
C H A P T E R
1 9
Use the Command Line to Install Microsoft CRM

You can install Microsoft CRM 3.0 Server, the Microsoft CRM 3.0 client for Microsoft Office Outlook, and the Microsoft CRM-Exchange E-mail Router (the Router) from their respective CDs using the command line. The required setup information is provided to the Setup program both as command-line parameters and as an XML configuration file that the Setup program references. One advantage of using the command line to install Microsoft CRM is that you do not have to attend the installation. Attended installation requires that you make various decisions and provide information so that installation can complete successfully. Unattended installation by using the command line requires that you provide the installation information as command-line parameters and an XML configuration file. No other action is required until Setup is complete. Errors and installation progress can be logged to a file that you can view and analyze later.
General Procedures
The procedures for accessing the Setup.exe program on the individual CDs are basically the same. The prerequisites for each of the Microsoft CRM system components as discussed in previous sections also apply. 1. Log on to the computer as a member of the Domain Administrator and Local Administrator groups. 2. Insert the Microsoft CRM Server or the Microsoft CRM Client for Outlook CD into your CD drive. The autorun screen will appear. Close the autorun screen. 3. Open a Command Prompt window. 4. Change drives to the CD drive that contains the Microsoft CRM CD: Setup.exe for Microsoft CRM Server is located in the root of the Microsoft CRM Server CD. Setup.exe for the Microsoft CRM client for Outlook is located in the root of the Microsoft CRM Client for Outlook CD. Setup.exe for Microsoft CRM-Exchange E-mail Router is located in the \Exchange folder on the Microsoft CRM Server CD.
Install Microsoft CRM Server

The following command will install Microsoft CRM Server: Setup.exe [/?] [/Q] [/InstallAlways] [/L [drive:][[path] logfilename.log]] [/config [drive:] [[path] configfilename.xml]] [/repair] [/uninstall] Setup.exe for Microsoft CRM Server is located in the root of the Microsoft CRM Server CD.
Parameters
None Used without parameters, Setup.exe will install with all display screens. /? This parameter is not implemented.
19-1
/Q Quiet mode installation. This parameter requires a configuration file in XML format. The /config parameter contains the name of the XML configuration file. No dialog boxes or error messages will appear on the display screen. To capture error message information, include the log file parameter (/L). /InstallAlways Allows setup to run again on a server where Microsoft CRM is already installed. /QR Requires a configuration file in XML format specified by the /config parameter. Displays installation progress bars and all error messages. /L [drive:][[path] logfilename.log]] Creates a log file of installation activity. You must specify the file name of the log file and where to put it. The following options are available: /LV Log verbose. /L* Log all information except verbose. /L*V Log all information including verbose. /config [drive:] [[path] configfilename.xml]] The /config parameter uses the specified XML configuration file to provide Setup with the additional information that is required to complete installation successfully. An example XML configuration file is discussed in the following section. Note Setup will also look for a valid XML configuration file named "SETUP.XML" in the working directory and will use this file for Setup even if the /config parameter is not specified. However, using the /config parameter takes precedence over any "SETUP.XML" file. /repair Starts Setup in repair mode. /uninstall Uninstalls Microsoft CRM Server.
XML Configuration File

The /config [drive:] [[path] configfilename.xml]] command-line parameter provides Microsoft CRM Server Setup with required information. The information supplied by the XML configuration file is the same information that is required by each installation screen. Important The XML elements must be in U.S. English. An XML configuration file that has localized XML elements will not work correctly. An explanation of each XML element and a sample XML file follows: <CRMSetup> </CRMSetup> The configuration file must be a valid XML file that uses <CRMSetup> as the root element. <Server> </Server> Specifies a Microsoft CRM Server installation. <SqlServer>SQLServername</SqlServer> Specifies the name of the Microsoft SQL Server instance that will manage the Microsoft CRM Server database files. <Database create="True"/"False"/> Values for this parameter are either True or False. True causes Setup to create a new Microsoft CRM database. False causes Setup to connect to an existing Microsoft CRM database as indicated by the Microsoft Active Directory organizational name (see the following <Organization> element). 19-2
<Organization>OrganizationName</Organization> Specifies the name of your organization. <OU> OU=value,DC=value,DC=value,DC=value,DC=com</OU> The <OU> element specifies the Active Directory organizational unit (OU) and domain controller (DC) values that this computer running Microsoft CRM Server is to be associated with <LicenseKey>KeyValue;keyvalue</LicenseKey> Specifies the license keys for this installation. The configuration file can contain multiple Microsoft CRM Server license keys. Separate each license by a semicolon. For example: <licenseKey>J943P-68PXK-HDW63-KJK2W-C3YHQ;HW37F-K4VXP-89WY2-JT3DDDM7WQ</licenseKey> <WebsiteUrl Create=True>/LM/W3SVC/1</WebsiteUrl> Specifies the path for the Web site to be created on the Microsoft CRM server. Use Create=True to create a new Microsoft CRM Web site. <InstallDir>c:\program files\mscrm</InstallDir> Specifies in which folder on the computer running Microsoft CRM Server to put the Microsoft CRM Server files. <CrmServiceAccount type="DomainUser"> <ServiceAccountLogin>login</ServiceAccountLogin> <ServiceAccountPassword>password</ServiceAccountPassword> </CrmServiceAccount> Specifies the Microsoft CRM service account type. Accepted values include LocalSystem, NetworkService, and DomainUser. If DomainUser is specified, then <ServiceAccountLogin> and <ServiceAccountPassword> are required. If this option is not used, then Setup will use the default values of NetworkService for Windows Server 2003 and LocalSystem on Windows 2000 Server. Caution Maintaining the configuration file that has <ServiceAccountLogin> and <ServiceAccountPassword> values specified is a security risk because you are storing a password in plain text. Delete these elements as soon as the configuration file is used to install Microsoft CRM Server. <SQM optin= True / False> </SQM> If this option is not specified, the default is False. <Reporting UseSSL="True"/False> Installs SQL Server Reporting Services. If the SQL Server Reporting Services Web site uses SSL, designate True. If this option is not used, Setup will install SQL Server Reporting Services Web site using SSL. <Reporting URL="http://srsserver1/ReportServer"/> Specifies the URL of the Report Server. <Groups autogroupmanagementoff="true/false"> <PrivUserGroup>CN=value,OU=value,DC=value,DC=value,DC= value</PrivUserGroup> <SQLAccessGroup>CN=value,OU=value,DC=value,DC=value,DC=value</SQLAccessGroup> <UserGroup> CN=value,OU=value,DC=value,DC=value,DC=value</UserGroup> <ReportingGroup> CN=value,OU=value,DC=value,DC=value,DC=value</ReportingGroup> </Groups> When used, Setup will use the existing groups in Active Directory rather than creating them during installation. If <automanagegroupsoff> is true, Setup will not add or remove any members to those groups. <reboot>true/false</reboot> If this option is not specified, the default is false, meaning that the server will not restart at the end of setup. Also, this option applies only to a final install restart, and not previous restarts that may be required for other components (such as MSDE or MDAC). 19-3
The following options are available for installing Microsoft CRM on Windows Small Business Server 2003. <CRMSetup mode=Basic/Advanced emailConnector="True" clientImage="True > </CRMSetup> <CRMSetup mode> specifies which Setup mode is used: Basic is the Standard install mode, Advanced is the Custom install mode. <Exchange> <Mailbox>domain\user</Mailbox> <EmailServer>ServerName</EmailServer> </Exchange> Specifies a Microsoft CRM mailbox and e-mail server that will be used for e-mail routing. <Client source=path> <InstallDir>C:\Program Files\Microsoft CRM Client</InstallDir> </Client> <Client source> specifies where the Microsoft CRM Client for Outlook CD image is located (this allows you to install without setup prompting for the Microsoft CRM Client for Outlook CD. <InstallDir> is the directory that will contain the Microsoft CRM Client for Outlook CD Administrative Image.
Sample server XML configuration file

<CRMSetup> <Server> <SqlServer>MYSQLSERVER</SqlServer> <Database create="false"/> <Organization>OrganizationName</Organization> <OU>OU=value,DC=value,DC=value,DC=value,DC=com</OU> <licenseKey>J943P-68PXK-HDW63-KJK2W-C3YHQ</licenseKey> <WebsiteUrl>/LM/W3SVC/1</WebsiteUrl> <InstallDir>c:\program files\mscrm</InstallDir> <CrmServiceAccount type="DomainUser"> <ServiceAccountLogin>login</ServiceAccountLogin> <ServiceAccountPassword>password</ServiceAccountPassword> </CrmServiceAccount> </Server> </CRMSetup>
Install Microsoft CRM Client for Outlook

The following command will install the Microsoft CRM client for Outlook: msiexec [/?] [/A] [/Q] [/L [drive:][[path] logfilename.log]] client.msi [CONFIG= [drive:] [[path] configfilename.xml]] msiexec [/?] [/A] [/Q] [/L [drive:][[path] logfilename.log]] Lightclient.msi [CONFIG= [drive:] [[path] configfilename.xml]] Important Client.msi and Lightclient.msi for the Microsoft CRM client for Outlook are located in the root of the Microsoft CRM Client for Outlook CD.
Examples
To install the Microsoft CRM 3.0 laptop client for Microsoft Office Outlook in quiet mode: 19-4
msiexec /q /l c:\clientinstall.txt Client.msi CONFIG=c:\installconfig.xml To repair the Microsoft CRM 3.0 laptop client for Outlook in quiet mode: msiexec /f /q /l c:\clientrepair.txt Client.msi To uninstall the Microsoft CRM 3.0 laptop client for Outlook in quiet mode: msiexec /uninstall /q /l c:\clientuninstall.txt Client.msi
Parameters
None Used without parameters, Setup.exe will install with all display screens. /? This parameter is not implemented. /A This parameter allows for administrative installs of the Microsoft CRM client for Outlook. This parameter must be used with the <AdminInstallDir> element in the XML configuration file discussed in the following section. /F Repairs the installation. /Q Quiet mode installation. This parameter requires a configuration file in XML format. The config= parameter contains the name of the XML configuration file. No dialog boxes or error messages will appear on the display screen. To capture error message information, include the log file parameter (/L). /QR Requires a configuration file in XML format specified by the config= parameter. This parameter displays installation progress bars and all error messages. /L [drive:][[path] logfilename.log]] Creates a log file of installation activity. You must specify the file name of the log file and where to put it. /uninstall Uninstalls the Microsoft CRM client for Outlook. CONFIG= [drive:] [[path] configfilename.xml]] The CONFIG parameter uses the specified XML configuration file to provide Setup with additional information that is required to complete installation successfully. An example XML configuration file is discussed in the following section.
The XML Configuration File

The /config [drive:] [[path] configfilename.xml]] command-line parameter provides the Microsoft CRM Client for Outlook Setup with required information. The information this configuration file supplies is the same information that each installation screen requires. The XML elements must be in U.S. English and special and extended characters cannot be used. An XML configuration file that has localized XML elements will not work correctly. An explanation of each XML element and a sample XML file follows: <CRMSetup> </CRMSetup> The configuration file must be a valid XML file that uses <CRMSetup> as the root element. <Client> </Client> Specifies a Microsoft CRM client for Outlook installation. <WebsiteUrl>http://website</WebsiteUrl> Specifies the URL for the Web site associated with the computer running Microsoft CRM Server.
19-5
<InstallDir>c:\program files\mscrm_client</InstallDir> Specifies in which folder on the Microsoft CRM client for Outlook computer to put the client files. <SQM optin= True / False> </SQM> If this option is not specified, the default is False. <reboot>true/false</reboot> If this option is not specified, the default is false, meaning that the client will not restart at the end of setup. Also, this option applies only to a final install restart, and not previous restarts that may be required for other components (such as MSDE or MDAC). <AdminInstallDir>\\share\mscrm_client_admin</AdminInstallDir> Specifies the network shared folder where the Microsoft CRM Client for Outlook CD image will be stored for administrative installations. AdminInstallDir does not have to be located on the local computer. A mapped drive or network share such as \\share\mscrm_client_admin can be used.
Sample Microsoft CRM client for Outlook XML configuration files

The following is for installing the Microsoft CRM 3.0 client for Outlook in Administrative mode. This should only have to be done one time to set up an administrative install location. <CRMSetup> <Client> <WebsiteUrl>http://website</WebsiteUrl> <InstallDir>c:\program files\mscrm_client</InstallDir> <AdminInstallDir>\\share\mscrm_client_admin</AdminInstallDir> </Client> </CRMSetup> The following is for installing the Microsoft CRM 3.0 client. <CRMSetup> <Client> <WebsiteUrl>http://website</WebsiteUrl> <InstallDir>c:\program files\mscrm_client</InstallDir> </Client> </CRMSetup>
Install Microsoft CRM-Exchange E-Mail Router

The following command will install Microsoft CRM-Exchange E-mail Router: Setup.exe [/?][/Q] [/L [drive:][[path] logfilename.log]] [/config [drive:] [[path] configfilename.xml]] Setup.exe for Microsoft CRM-Exchange E-mail Router is located in the \Exchange folder on the Microsoft CRM Server CD.
Parameters
None Used without parameters, Setup.exe will install with all display screens. /? This parameter is not implemented. 19-6
/Q Quiet mode installation. This parameter requires a configuration file in XML format. The /config parameter contains the name of the XML configuration file. No dialog boxes or error messages will appear on the display screen. To capture error message information, include the log file parameter (/L). /QR Requires a configuration file in XML format specified by the /config parameter. This parameter displays installation progress bars and all error messages. /L [drive:][[path] logfilename.log]] Creates a log file of installation activity. You must specify the file name of the log file and where to put it. The following options are available: /LV Log verbose. /L* Log all information except verbose. /L*V Log all information including verbose. /config [drive:] [[path] configfilename.xml]] The /config parameter uses the specified XML configuration file to provide Setup with the additional information that is required to complete installation successfully. An example XML configuration file is discussed in the following section. /repair Starts Setup in repair mode. /uninstall Uninstalls the Microsoft CRM client for Outlook. /change Changes features as specified in the XML configuration file.
The XML Configuration File

The /config [drive:] [[path] configfilename.xml]] command-line parameter provides the Microsoft CRMExchange E-mail Router Setup with required information. The information this configuration file supplies is the same information that each installation screen requires. Important The XML elements must be in U.S. English. An XML configuration file that has localized XML elements will not work correctly. An explanation of each XML element and a sample XML file follows: <CRMSetup> </CRMSetup> The configuration file must be a valid XML file that uses <CRMSetup> as the root element. <EmailServer> </ EmailServer > Specifies a Microsoft CRM-Exchange E-mail Router installation. <CRMMailbox></CRMMailbox> Specifies the Microsoft CRM mailbox to which e-mail will be routed. <WebsiteUrl>http://website</WebsiteUrl> Specifies the URL for the Web site associated with the computer running Microsoft CRM Server. <InstallDir>c:\program files\mscrm</InstallDir> Specifies in which folder on the computer running Microsoft Exchange Server to put the Microsoft CRMExchange E-mail Router files. <Features></Features> Valid features available: <SinkService /> 19-7
<RulesWizard /> <InstallType>Upgrade/New</InstallType> Specifies whether the install is an upgrade or a new installation. If this parameter is missing, Setup performs a new installation.
<
Sample Microsoft CRM-Exchange E-mail Router XML configuration file

<CRMSetup> <EmailServer> <WebsiteUrl>http://website</WebsiteUrl> <CRMMailbox>CRMMAIL</CRMMailbox> <InstallDir>c:\program files\mscrm</InstallDir> <InstallType>new</InstallType> </EmailServer> </CRMSetup>
19-8
Chapter 20 Upgrade to Microsoft CRM 3.0
C H A P T E R
2 0
Upgrading to Microsoft CRM 3.0

This section describes the process and procedures to upgrading your Microsoft Business Solutions CRM 1.2 system to Microsoft CRM 3.0. Although the actual upgrade is performed using the upgrade option of the Microsoft CRM Setup program, careful planning will insure a successful upgrade, including minimal downtime to your Microsoft CRM system. Note Microsoft CRM 1.0 cannot be upgraded directly to Microsoft CRM 3.0. You must first upgrade a Microsoft CRM 1.0 implementation to Microsoft CRM 1.2, and then upgrade to Microsoft CRM 3.0.
Version Comparison
Microsoft CRM 3.0 offers many enhancements over previous version of Microsoft CRM. Microsoft CRM version 1.2 was available in the following editions: Microsoft Business Solutions CRM Sales Standard edition Microsoft Business Solutions CRM Sales Professional edition Microsoft Business Solutions CRM Customer Service Standard edition Microsoft Business Solutions CRM Customer Service Professional edition Microsoft Business Solutions CRM Suite Standard edition Microsoft Business Solutions CRM Suite Professional edition Microsoft CRM 3.0 Professional Microsoft CRM 3.0 Small Business Edition
Microsoft CRM 3.0 is available in the following editions
The following chart compares the features of each edition. Microsoft CRM Edition Comparison Microsoft CRM 3.0 Small Business Edition
Microsoft CRM v1.2 Sales Standard
Microsoft CRM v1.2 Sales Professional
Microsoft CRM v1.2 Customer Service Standard
Microsoft CRM v1.2 Customer Service Professional
Microsoft CRM v1.2 Suite Standard
Feature
Account and Contact Management Account Roll-up Calendar Notes and Attachments Direct E-mail Activity and Task Management Customize Activities
Microsoft CRM v1.2 Suite Professional 20-1
Microsoft CRM 3.0 Professional
Microsoft CRM 3.0 Small Business Edition
Microsoft CRM v1.2 Sales Standard
Microsoft CRM v1.2 Sales Professional
Microsoft CRM v1.2 Customer Service Standard
Microsoft CRM v1.2 Customer Service Professional
Microsoft CRM v1.2 Suite Standard

Crystal
Feature
Search (Advanced Find) Merge Printing Enhancements Reports Parameterized Reports Opportunity Management Lead Management Correspondence / Mail Merge Territory Management Microsoft CRM Client for Outlook 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 Activity and Case Queuing E-mail Management, including Autoresponses Marketing Automation Service Management Enhancements Service Appointments Work Calendar
Reporting Services
Reporting Services
Crystal
Crystal
Crystal
Crystal
20-2
Microsoft CRM v1.2 Suite Professional

Crystal
Feature
Work Management Scheduling Notifications Case Routing Case Management Fax Server Integration Small Business Server Console Integration Business Contact Manager Data Migration
Microsoft CRM 3.0 Small Business Edition
Microsoft CRM v1.2 Sales Standard Microsoft CRM v1.2 Sales Professional Microsoft CRM v1.2 Customer Service Standard Microsoft CRM v1.2 Customer Service Professional Microsoft CRM v1.2 Suite Standard Microsoft CRM v1.2 Suite Professional
20-3
Planning Your Microsoft CRM Upgrade

The primary consideration in upgrading your Microsoft CRM implementation is software. Specifically, the software to upgrade is Microsoft CRM 1.2 to Microsoft CRM 3.0. The following figures illustrate the basic Microsoft CRM Server architecture for a single server implementation using Microsoft Windows Small Business Server 2003, and a multiple server architecture.
Basic Microsoft CRM Server Architecture on Windows Small Business Server 2003
Basic Microsoft CRM Server Architecture If you have a default Microsoft CRM 1.2 deployment as described in the Microsoft Business Solutions CRM 1.2 Implementation Guide, you should be able to upgrade to Microsoft CRM 3.0 successfully by following the processes and procedures in this section even if any or all of the following exist: Your Microsoft CRM 1.2 deployment has software updates or hot fixes installed. You have customized your Microsoft CRM 1.2 deployment using the customization tools such as Schema Manager or Workflow Manager. You have custom programs installed that use the Microsoft CRM APIs. Your Microsoft CRM Web server is on a different computer from your Microsoft CRM Server.
20-4
Important Notes
The following items are important in planning a successful upgrade. Downgrading or reverting from Microsoft CRM 3.0 back to 1.2 will not work. Data created using Microsoft CRM 3.0 is not compatible or usable with Microsoft CRM 1.2. Microsoft CRM 3.0 is not supported on Microsoft Small Business Server 2000. If you are planning to upgrade your Microsoft CRM 1.2 implementation that is running on Small Business Server 2000, you will need to upgrade to Windows Small Business Server 2003 before upgrading Microsoft CRM to version 3.0. If you are planning to upgrade to Microsoft SQL Server 2005 along with your Microsoft CRM Server upgrade, see the section Microsoft SQL Server 2005 Upgrade at the end of this chapter. Make sure you have a valid, complete backup of your Microsoft CRM installation before starting upgrade. If for some reason the upgrade fails, you will need to recover your Microsoft CRM system from your backup. The Microsoft CRM-Exchange E-mail Router v1.2 will not work after you upgrade your Microsoft CRM server from 1.2 to 3.0. See the section below on upgrading the e-mail router for more information. Previous versions of the Outlook client do not work with Microsoft CRM Server 3.0. After Microsoft CRM Server is upgraded to version 3.0, all Outlook clients must be upgraded to either the Microsoft CRM desktop client for Outlook or the Microsoft CRM 3.0 laptop client for Microsoft Office Outlook. In June 2003, Microsoft released an update to the version 1.0 Outlook client. This re-released version 1.0 Outlook client can be upgraded to version 3.0. If you are still using the original version 1.0 Outlook client, it must be uninstalled before installing either the Microsoft CRM desktop client for Outlook or the Microsoft CRM laptop client for Outlook. We recommend that you defragment your Microsoft SQL Server before upgrading to Microsoft CRM 3.0. Defragmenting SQL Server will ensure that the database access required by the upgrade process will be as fast as possible. Microsoft CRM 1.2 workflow rules created using the Microsoft CRM 1.2 SDK will not be upgraded and may not work in Microsoft CRM 3.0. These rules cannot be exported and imported using the Workflow Export and Import tools. All unpublished customizations will be lost during upgrade. If you have customizations that are not yet published, publish them before you upgrade. Do not edit the customization export file before you import it to your upgraded Microsoft CRM system. If you need to make customizations in your Microsoft CRM 3.0 system, make them using the tools provided after importing your version 1.2 information. In your current Microsoft CRM 1.2 implementation, if you have created custom roles and modified system roles involving changes to the role privileges, the following conditions will exist following upgrade: New default roles are added in Microsoft CRM 3.0. If you have a custom role in your Microsoft CRM 1.2 implementation that matches the name of one of the new default roles, during upgrade, the suffix _MSCRM is appended to the name of the new default role. The Microsoft CRM 1.2 System Administrator role is replaced with a new System Administrator role in version 3.0. Any custom changes made to the System Administrator role will not be preserved during upgrade. If a default role was deleted in your Microsoft CRM 1.2 implementation, it will not be added back when you upgrade to Microsoft CRM 3.0. New privileges are assigned to custom roles. Users who are assigned to custom roles may not have access to features that they had access to in Microsoft CRM 1.2. New privileges include: GoOffline Print Export to Excel ISV Extensions 20-5
Mail Merge Sync to Outlook Address Book GoMobile
Custom reports will be copied to Microsoft CRM 3.0, but they will not work as written. See the What Happens to Reports section later in this chapter. The autoresponse create functionality will be turned off. A Microsoft CRM user with administrative privileges can turn this back on following upgrade. Existing Microsoft CRM 1.2 post-callouts are not upgraded during installation. Additionally, your postcallouts will be disabled during the upgrade process. Although the implementation of 1.2 style postcallouts is fully functional, these callouts have been deprecated in Microsoft CRM 3.0. Information about how to enable your version 1.2 post-callouts can be found in the Microsoft CRM Version 1.2 SDK, located at the following Web page: http://msdn.microsoft.com/library/en-us/CrmSdk1_2/htm/v1d2registeringyourcallouts.asp
Backup Microsoft CRM 1.2 Databases and Files

A best practice before upgrading Microsoft CRM Server 1.2 to Microsoft CRM 3.0 is to backup your Microsoft CRM databases. For details on backing up, see the backup sections in the Microsoft CRM Implementation Guide for version 1.2. The databases and files listed in the following table should be backed up. Server
SQL Server
What to backup for Microsoft CRM

Organization_name_MSCRM Organization_name_METABASE Organization_name_MSCRMDistribution ISV.config and OutlookClient_sample.xml (Default location: C:\Inetpub\CRM) Web.config (Default location:C:\Inetpub\wwwroot) Export any Workflow rules.
Comments
Backup should be done using SQL Server Enterprise Manager. ISV.config, OutlookClient_sample.xml, and web.config are required only if these files have been changed from the default settings. The file location assumes that the installation occurred at the Web site created in Installing Microsoft CRM on Windows 2000 or Installing Microsoft CRM on Windows Server 2003.
Microsoft CRM server
Upgrade Microsoft CRM-Exchange E-mail Router

The design and programming of the Microsoft CRM-Exchange E-Mail Router is completely different from the Microsoft CRM 1.2 Router. As a result, after upgrading to Microsoft CRM 3.0, the version 1.2 Router will not work. In addition, the Microsoft CRM-Exchange E-Mail Router will not work with Microsoft CRM Server 1.2. However, to minimize the possibility of lost e-mail, it is recommended that you install the version 3.0 router and uninstall the version 1.2 router before you upgrade your computer running Microsoft CRM Server. This way incoming e-mail will be stored in the Microsoft CRM mailbox until your computer running Microsoft CRM Server is upgraded and able to process them. To upgrade to the Microsoft CRM-Exchange E-Mail Router, follow the procedures in the Installing the Microsoft CRM-Exchange E-mail Router section. Then, use the Windows Add or Remove Programs to uninstall the version 1.2 router.
20-6
Upgrade Microsoft CRM Server

Upgrade Microsoft CRM Server 1. Log on to Microsoft CRM Server as a domain user with the following privileges: Domain Administrator Local Administrator Valid Microsoft CRM user assigned to the System Administrator role
2. Insert the Microsoft CRM Server 3.0 CD into your CD-ROM drive. The autorun screen should appear. 3. Select Install Microsoft CRM Server from the opening screen. 4. Select Server Installation from the Microsoft CRM Server Setup screen. 5. On the License Code Information page, your existing licenses will be listed. If no license is listed, add your Microsoft CRM 3.0 license now. You can add additional licenses at this time. Click Next. 6. On the License Agreement page, select I accept the license agreement, and click Next. 7. The Install Required Components page appears. If you have already installed the required components, this page will not appear. If you have not installed the required components listed, you can install them now. Click the Install button. When the components are installed, the status column will change from Missing to Installed, and you can click Next to continue. Note These components are required before Microsoft CRM can be installed. You can exit Setup and install the components manually, or select Install. The Next button on this page is disabled until Setup detects these components are installed. 8. The Upgrade to Microsoft CRM 3.0 page appears. Click Next. 9. On the CRM Organization Name page, type <your_organization_name> for Organization Name. Click Next. 10. On the Participate in Customer Experience Improvement page, select whether or not you want to participate in the Customer Experience Improvement Program, and click Next. 11. On the Backup Crystal Reports page, select to backup your reports from Microsoft CRM 1.2. If you select Yes, type the Crystal Reports APS Administrator Password. Click Next. 12. On the Specify SQL Server Reporting Services Server page, select either to Install new Reporting Services server, or Connect to existing Reporting Services server if you already have a SQL Server Reporting Services Server you want to use for your Microsoft CRM reports. Select Use Secure Sockets Layer (SSL) if you want to use SSL for communications between your Microsoft CRM server and your SQL Server Reporting Services server. Note that you must have a server certificate installed to use SSL. If you select Connect to existing Report Server, enter the URL for your Reporting Services Report Server. Be sure to use the Report Server URL, not the Report Manager URL. To verify that you are using the correct URL, in a browser, go to what you expect is the Report Server URL. You should see a page titled <server>/ReportServer - /: with text showing the version number: Microsoft SQL Server Reporting Services Version 8.00.1038.00. Click Next. 13. On the Specify Security Account page, select the security account for your Microsoft CRM installation, ASP.NET, and Reporting Services. If you select Domain User Account, enter the logon name and password for this account, and then click Next.
20-7
Note If you choose to install using a Domain User Account, and depending on the password policies you have implemented for your organization, the password for the user may expire. The user will have to change the password for Microsoft CRM services to be the same as his or her logon password. Note The Local System account is only available on Windows 2000 Server, and not an option on Windows Server 2003. Note If you select to run the ASP.NET service under a domain user account that is not either a domain administrator or a local administrator, you must set a local security policy after installing Microsoft CRM Server in order for the ASP.NET service to work correctly. 14. On the Specify Exchange Server settings page, in the Incoming Exchange server name box, type the name of your Exchange server. Select Use the default outgoing SMTP settings to use all default SMTP settings for outgoing e-mail. If you select Use the following SMTP server settings, complete the SMTP server, Server port, Authentication method, User name and Password if necessary, and select This server requires a secure connection (SSL). Click Next. 15. The System Requirements page appears. This page is a summary of all system requirements for a successful Microsoft CRM server installation. Setup has tested your system and the results are shown. Failed tests must be corrected before installation can proceed. Each test has help. To see the help for a particular failed test, click Help. If there is a problem that will take time to correct, cancel setup at this time, fix the problem and restart setup again. When all tests are successful, click Next. Note The tests being run by this page may take a while to complete. This is especially true for those tests being run on a large Microsoft CRM database. 16. Review the Ready to Upgrade Microsoft CRM page, click Back to correct any errors; when you are ready to proceed, click Upgrade. 17. On the Completing the Microsoft CRM Server Installation Wizard page, click Finish. 18. Restart the computer. Note We recommend that your Microsoft SQL Server be restarted following upgrade to improve performance.
What Happens to Reports

When you upgrade Microsoft CRM 1.2 to Microsoft CRM 3.0, any reports that you have in Microsoft CRM 1.2, including default reports and Crystal reports that you customized, will be stored in the reports\MSCRM 1.2 folder, found by default in the C:\Program Files\Microsoft CRM folder on the computer running Microsoft CRM Server. In a configuration with multiple computers running Microsoft CRM Server, the reports will be stored on the first computer upgraded. In Microsoft CRM versions 1.0 and 1.2, a specialized driver for Crystal Reports was used for reports. In Microsoft CRM 3.0, users can use any reporting tool which supports ODBC or OLE DB standards to query directly from the Microsoft CRM database, including products created by Business Objects. The specialized driver provided with Microsoft CRM 1.0 and 1.2 will not work with Microsoft CRM 3.0. All reports will have to be reconfigured and modified to read directly from the filtered views in the Microsoft CRM database. Because the schema changed between Microsoft CRM 1.2 and Microsoft CRM 3.0 for how activity data is stored, as well as minor changes in other areas, all version 1.2 reports that include activities, and some other reports, will need additional modification to match the new schema. Note Reports that contain extended characters in the report filename will be backed-up. However, the extended characters will be deleted from the filename. 20-8
Upgrade Microsoft CRM Client for Outlook

There are two methods for upgrading the Microsoft CRM Client for Outlook: Upgrade using the Microsoft CRM Client for Outlook CD. Upgrade using an administrative install location. Important In all upgrade options and scenarios, Microsoft CRM Server must be upgraded to version 3.0 before the Microsoft CRM client for Outlook computers can be upgraded. In addition, the Outlook client version 1.2 does not work with Microsoft CRM 3.0. Once Microsoft CRM Server is upgraded to version 3.0, all Microsoft CRM clients for Outlook must be upgraded to version 3.0. Important Do not install the Microsoft CRM client for Outlook on the Microsoft CRM server. It is not compatible with the Microsoft CRM Server installation. Important If you upgrade to the Microsoft CRM laptop Client for Outlook while offline, you will not have Microsoft CRM functionality until you go online and connect to you your Microsoft CRM 3.0 server.
Installing from CD
Follow the procedures in this section to upgrade Microsoft CRM client for Outlook. Important Only the user that originally installed the Microsoft CRM client for Outlook can successfully upgrade the client from version 1.0 to version 1.2, and then on to version 3.0. This user must also have local administrative privileges to run and upgrade the Microsoft CRM client for Outlook. The following procedure can be used to upgrade both the Microsoft CRM desktop and laptop clients for Outlook. The differences are noted in the procedure steps. Upgrade the Microsoft CRM client for Outlook 1. Log on to the client computer as the user who originally installed the version 1.2 Outlook client, and also has Local Administrator privileges. 2. Insert the Microsoft CRM Client for Outlook CD into your CD-ROM drive. The autorun screen should appear. 3. Click either Install Microsoft CRM Laptop Client for Outlook or Install Microsoft CRM Desktop Client for Outlook on the opening screen. 4. On the License Agreement page, select I accept this license agreement, and click Next. 5. The Install Required Components page appears. If you have already installed the required components listed, this page will not appear. If you have not installed the required components listed, you can install them now. Click Install. When the components are installed, the status column will change from Missing to Installed, and you can click Next to continue. Note These components are required before Microsoft CRM clients for Outlook can be installed. You can exit Setup and install the components manually, or select Install. The Next button on this page is disabled until Setup detects these components are installed. 6. The Participate in Customer Experience Improvement page appears only when installing the Microsoft CRM Laptop client for Outlook. On this page, select whether or not you want to participate in the Customer Experience Improvement Program, and click Next. 20-9
7. The System Requirements page appears. This page is a summary of all system requirements for a successful Microsoft CRM Outlook client installation. Failed tests must be corrected before installation can proceed to the next step. If there is a problem that will take time to correct, cancel setup at this time, fix the problem and restart setup again. When all tests are successful, click Next. 8. On the Ready to Upgrade page, click Upgrade to begin. This page provides a summary of the installation information. You can click Back to return to a previous page. 9. On the Completing the Microsoft CRM Clients for Outlook Setup page, click Finish. 10. Restart the computer.
Installing From an Administrative Install Location

For this installation, follow the procedures in the Create an Administrative Install Location and the Install the Microsoft CRM Client for Outlook sections of Chapter 16, Installing Microsoft CRM Client for Microsoft Office Outlook.
Operations Following Upgrade

This section lists some changes in operation of Microsoft CRM after a successful upgrade.
Opportunity Calculations
The total value of an Opportunity in Microsoft CRM v1.2 was calculated without including the Extended Amount field. In Microsoft CRM 3.0, the Extended Amount values are included when calculating the value of unclosed opportunities.
Location of Microsoft CRM Server 1.2 web.config file

During the upgrade process of Microsoft CRM Server to version 3.0, the original web.config file of Microsoft CRM Server 1.2 is renamed to web.config.bak and is placed in the folder <systemdrive>:\Documents and Settings\<InstallerUserName>\Application Data\Microsoft\MSCRM\Logs\Backup{GUID}. A new web.config file is created for Microsoft CRM Server version 3.0. The reason for saving the version 1.2 web.config file is to enable system administrators to see what settings existed in their version 1.2 system and manually update the version 3.0 file if needed. Caution The version 1.2 web.config file is not compatible with Microsoft CRM 3.0. Do not replace your version 3.0 web.config file with the old version 1.2 file. Any settings that existed in the version 1.2 web.config file and are required for your upgraded version 3.0 web.config file must be made manually.
IncidentEntry and IncidentEntryActivities Entities Not In Microsoft CRM 3.0

These entities are not part of Microsoft CRM 3.0. They were removed from the Microsoft CRM database during upgrade and placed in a temporary table. This was done in the case that custom data needed to be retrieved from these entities.
Microsoft SQL Server 2005 Upgrade

If you are planning to upgrade to Microsoft SQL Server 2005 along with your Microsoft CRM Server upgrade, the following notes are important: Microsoft CRM 1.2 does not work with SQL Server 2005. Upgrade your Microsoft CRM system to version 3.0 before you upgrade to SQL Server 2005.
If you have already upgraded to Microsoft SQL Server 2005, you must take the following steps to recover: 20-10
1. Uninstall Microsoft CRM Server 1.2 2. Uninstall Microsoft SQL Server 2005 without removing the Microsoft CRM 1.2 database files. 3. Reinstall Microsoft SQL Server 2000. 4. Reinstall Microsoft CRM Server 1.2 and select the option to use existing database. 5. Upgrade Microsoft CRM Server 1.2 to Microsoft CRM 3.0. 6. Upgrade Microsoft SQL Server 2000 to Microsoft SQL Server 2005.
Upgrade Failure
If your upgrade to Microsoft CRM 3.0 fails and you must restore your Microsoft CRM 1.2 system, it is recommended that you contact Microsoft Support Services for help. The following process must be followed to restore your Microsoft CRM 1.2 system. Restore Microsoft CRM 1.2 1. Uninstall all Microsoft CRM installations (check for both v1.2 and v3.0) using Add or Remove Programs. 2. Uninstall the Microsoft CRM-Exchange E-mail Router using Add or Remove Programs. 3. Restore Microsoft CRM database files from backup. 4. Reinstall Microsoft CRM 1.2 using the option to Use existing database. 5. Restore the ISV.config, OutlookClient_sample.xml, and Web.config files to their default locations from backup. 6. Use the Microsoft CRM Deployment Manager to restore SQL Server replication on your Microsoft CRM database.
20-11
20-12
Chapter 21 Uninstalling and Repairing Microsoft CRM
C H A P T E R
2 1
Uninstalling and Repairing Microsoft CRM

This section describes how to uninstall or repair your Microsoft CRM system. Uninstalling Microsoft CRM and purging your computer system of all Microsoft CRM data and system changes as a result of installing Microsoft CRM involves a series of automated and manual procedures. These procedures are the same whether your Microsoft CRM installation involves one computer or several in your system. These procedures also involve working in three areas: Microsoft CRM Microsoft SQL Server Active Directory Uninstall Microsoft CRM program files but leave your customer relationship management (CRM) data intact. This allows you to reinstall Microsoft CRM and have access to all previous data. Uninstall Microsoft CRM, data, and other system configuration items. This results in a completely clean system.
The process described here will cause your computer system to be in one of two states:
Repairing Microsoft CRM will restore all Microsoft CRM program files, re-register components with your Windows operating system, and replace Registry keys as needed.
Uninstall Microsoft CRM and Leave the CRM Data Intact

The following procedures will retain your Microsoft CRM databases and other organization data. Possible exceptions to this include: Customizations you have made to forms. Before uninstalling Microsoft CRM, export your customizations. For more information about exporting customizations, see Export a customized entity, template, or ISV configuration customization in online Help. Microsoft CRM Sales for Outlook (the Outlook client) data from a computer working offline that was not synchronized to the server before Microsoft CRM Server is uninstalled. Custom reports. Before uninstalling Microsoft CRM or Microsoft SQL Server Reporting Services, back up any custom reports you have created. For more information about backing up one report at a time, see Manage reports for all Microsoft CRM users in online Help. For information about downloading multiple reports, see Chapter 24, Reporting.
The advantage of this procedure is that you can install Microsoft CRM Server on a new server and use the previous databases and system information. Uninstall Microsoft CRM Server Uninstall Microsoft CRM Server by either: Using Add/Remove Programs. Running the installation program from the Microsoft CRM Server CD.
This will remove all the Microsoft CRM program files, services, registry keys, and so on, but will not touch the Microsoft CRM data stored in SQL Server and Active Directory. In addition, this will uninstall Microsoft SQL Server Reporting Services only if it was installed along with Microsoft CRM Server. Reinstall Microsoft CRM Server If Microsoft SQL Server Reporting Services was installed originally as part of the original Microsoft CRM Server install, and then uninstalled as discussed above, then you have two options for reinstalling:
21-1
Install Microsoft SQL Server Reporting Services, independent of Microsoft CRM, and then reinstall Microsoft CRM Server using an existing Microsoft SQL Server Reporting Services database. Delete the originally installed Microsoft SQL Server Reporting Services databases and then reinstall Microsoft CRM Server using existing Microsoft CRM database, but installing new Microsoft SQL Server Reporting Services database.
1. During Microsoft CRM Server installation, select Use Existing Databases and specify the existing organization's database. 2. Select a Web server in the same domain. The new Microsoft CRM Web server must be in the same domain because using SQL Server and Web servers across domains is not supported for Microsoft CRM.
Completely Uninstall the Existing Microsoft CRM Deployment

The following procedures will uninstall Microsoft CRM, data, and other system configuration items. Uninstall Microsoft CRM 1. Uninstall the Microsoft CRM Server by either: Using Add or Remove Programs. Running the installation program from the Microsoft CRM Server CD.
2. Delete the folder and other Microsoft CRM files from the install location. The default location is <systemdrive>:\Program Files\Microsoft CRM. This will remove all the Microsoft CRM program files, services, registry keys, and so on. The following procedures will delete the Microsoft CRM data stored in SQL Server and Active Directory. Delete the Microsoft CRM databases 1. On the computer running Microsoft SQL Server, on the Start menu, point to Programs, point to Microsoft SQL Server, and click Enterprise Manager. 2. Expand Microsoft SQL Servers and then expand SQL Server Group. 3. Expand your SQL Server instance. 4. Select the following databases: Organization_name_MSCRM Organization_name_METABASE 5. Right-click each database, click Delete, and then click Yes. 6. Delete the .mdf and .ldf files that correspond to the database files listed in step 4 if they exist. You can find these files at: <systemdrive>:\Program Files\Microsoft SQL Server\MSSQL\Data. Caution Do not delete all the .mdf and .ldf files from this folder. Doing so will disable SQL Server. Recovery from this situation is to re-install SQL Server. Delete the Microsoft CRM Active Directory User Groups Warning The following steps require that you delete Active Directory objects that might be used by other applications or processes. 1. Click Start, point to Programs, point to Administrative Tools, and then click Active Directory Users and Computers. 2. Right-click the domain where the Microsoft CRM Server computer is located, and then click Find. In the Name box, type usergroup, and then click Find Now. 21-2
Chapter 21 Uninstalling and Repairing Microsoft CRM
3. In the search results screen, right-click each instance of the UserGroup group, and then click Delete. 4. Repeat steps 2 and 3 to find and delete the following security groups: PrivUserGroup ReportingGroup SQLAccessGroup
Uninstall Microsoft CRM Client for Outlook

Uninstall the Microsoft CRM Client for Outlook Note The following procedure must be done while logged on to the client computer as the user who installed the Outlook client initially. 1. If you have been working offline, reconnect your computer to your network and go online. This will synchronize your offline data with the Microsoft CRM server. 2. On the Start menu, point to Settings, click Control Panel, and then double-click Add or Remove Programs. 3. Select Microsoft CRM Desktop (Laptop) client for Microsoft Office Outlook and click Change. 4. On the Microsoft CRM client for Microsoft Office Outlook Maintenance page, click Uninstall, and then click Next. 5. Delete the Microsoft CRM folder located at: <systemdrive>:\Program Files\Microsoft CRM 6. Delete the database folder (and files) located at: <systemdrive>:\Program Files\Microsoft SQL Server\MSSQL$CRM 7. Search for an MSCRM.pst file on the drive where the Outlook client was installed and, if it exists, delete it. Important Uninstalling the Microsoft CRM client for Outlook may require restarting the computer. If you have uninstalled the Microsoft CRM client for Outlook terminal services server, make sure you restart the computer at a time that will not affect other terminal service sessions.
Repair Microsoft CRM Server

Repairing Microsoft CRM will restore all Microsoft CRM program files, re-register components with your Windows operating system, and replace Registry keys as needed. It will republish all the default reports. Important Before repairing Microsoft CRM, back up any custom reports you have created. For more information about backing up one report at a time, see Manage reports for all Microsoft CRM users in online Help. For information about downloading multiple reports, see Chapter 24, Reporting. Repair the Microsoft CRM Server Note The following procedure must be done while logged on to the server computer as the user who installed the Microsoft CRM Server initially. 1. On the Start menu, point to Settings, click Control Panel, and then double-click Add or Remove Programs. 2. Select Microsoft CRM Server and click Change/Remove. 3. On the Microsoft CRM Server Maintenance page, select Repair, and then click Next. 21-3
4. Complete the Microsoft CRM Server repair wizard.
Repair Microsoft CRM Client for Outlook

Repairing Microsoft CRM will restore all Microsoft CRM program files, re-register components with your Windows operating system, and replace Registry keys as needed. Repair the Microsoft CRM client for Outlook Note The following procedure must be done while logged on to the client computer as the user who installed the Outlook client initially. 1. If you have been working offline using the Microsoft CRM laptop client for Outlook, reconnect your computer to your network and go online. This will synchronize your offline data with the Microsoft CRM server. 2. On the Start menu, point to Settings, click Control Panel, and then double-click Add or Remove Programs. 3. Select Microsoft CRM Desktop (Laptop) client for Microsoft Office Outlook and click Change. 4. On the Microsoft CRM client for Microsoft Office Outlook Maintenance page, select Repair, and then click Next. 5. Complete the Microsoft CRM Server repair wizard.
Uninstall Microsoft CRM-Exchange E-Mail Router

Uninstall the Microsoft CRM-Exchange E-Mail Router 1. On the Start menu, point to Settings, click Control Panel, and then double-click Add or Remove Programs. 2. Select Microsoft CRM-Exchange Connector and click Change/Remove. 3. On the Microsoft CRM-Exchange Connector Maintenance page, select Uninstall, and then click Uninstall. 4. When the message box appears that indicates that the Microsoft E-mail Router has been successfully uninstalled, click OK. Note Uninstalling the Microsoft CRM-Exchange E-mail Router does not delete the message rules that were placed in each Microsoft CRM users mailbox. These rules must be deleted from each users inbox manually.
21-4
Chapter 22 Configuring and Customizing Microsoft CRM
C H A P T E R
2 2
Configuring and Customizing Microsoft CRM

This chapter provides an overview of the configuration and customization options possible with Microsoft CRM, and describes the tools provided for collecting configuration data and organizing customizations.
Configuring Microsoft CRM

Before your staff starts using Microsoft CRM, you should enter configuration information so that the structure of Microsoft CRM matches the structure of your organization. The first task is to define the organizational structure, including: Business Units Teams Territories Security and Roles Users Queues
In addition, before you are ready to deploy Microsoft CRM in your organization, you need to collect and configure information in the sales, service, and marketing areas. Sales Products Sales literature items Price lists Sales quotas Campaigns Subjects Queues Service resources
Marketing Service
For conceptual information and procedures for these configuration tasks, see the Microsoft CRM Online Help.
Tools for Collecting Configuration Data

A spreadsheet which can help you collect the information required for configuring Microsoft CRM is included in the PlanningTools/Configuration and Customization Planning Tools folder. Tool
Configuration Data Collection (.xls)
Description
A worksheet to collect all the business data required to configure Microsoft CRM.
Customizing Microsoft CRM

Based on Microsoft CRM security roles, users, managers, system administrators, system customizers, and software developers can take advantage of the flexibility provided in Microsoft CRM to customize the application's appearance and behavior. There are five levels of customization:
22-1
Users (salespeople, customer service representatives) can configure the way they view information and their personal options. Company managers (CEO-business managers and sales, marketing, and customer service managers) can customize user permissions, business unit settings, and workflow processes. System customizers can customize the schema, including adding, modifying, renaming, or deleting entities and fields. System customizers can also modify the user interface by changing form and view content and defaults, adding or modifying reports, and changing the default filter for reports. System customizers have access to records for templates, products, competitors, sales literature, work hours, and service sites, and can modify user records in their business unit, but do not have access to business records such as contacts, accounts, or cases. System customizers can use the Workflow Manager tool to create workflow rules. System administrators can do all the tasks system customizers can do, plus modify any record in Microsoft CRM. Developers can customize and extend Microsoft CRM functionality by using the Workflow and Deployment Manager tools on the Microsoft CRM server, and by using the processes defined in the Microsoft CRM Software Development Kit. All tasks in the first four levels listed above can be done through the Microsoft CRM user interface. For overviews of whats possible and the procedures, see the online Microsoft CRM Help. For procedures regarding the use of Workflow Manager and Workflow Monitor, open Workflow Manager or Workflow Monitor on the Microsoft CRM server, and then click Help. For customization requiring programming, see the Microsoft CRM 3.0 SDK.
This chapter describes the tools provided that you can use to organize customization changes.
Tools for Planning Needed Customizations

Several spreadsheets which can help you plan your customization are included in the PlanningTools/Configuration and Customization Planning Tools folder. Bring these to meetings with managers to collect requirements. Important When you modify entities, be sure to consider the consequences for reports and modify associated reports. Tool
Customization Requirements Summary Default Values for Drop-Down Lists.xls Default Values for Status and Status Reason Attributes.xls
Description
A spreadsheet for tracking customization changes. A list of the default value for every drop-down list in Microsoft CRM. For each customizable entity, a list of valid statuses and associated status reasons.
22-2
Chapter 23 Service Scheduling
C H A P T E R
2 3
Service Scheduling
New in Microsoft CRM 3.0 is the Service Scheduling feature. Service Scheduling is designed for service providing companies. The feature specializes in resource and time management. When making customer appointments, Service Scheduling automatically considers the availability of your employees, facilities, and equipment to ensure that resources are ready for the customer. Some of the benefits of Service Scheduling include: Appointments can be scheduled tighter while improving service quality. A predictable workload for employees prevents over-scheduling. Reliable time estimates for your customers and clients.
This chapter is designed to help you configure and maintain the service scheduling feature. Presented will be some best practices, suggestions, and examples to help you get the most out of this feature of Microsoft CRM. The examples are in the form of four service business scenarios. Compare your service business with the business descriptions of each scenario. You should find one that comes as close as possible to matching your own service business. The discussion for each scenario describes step-by-step, how to configure Microsoft CRM for that service business. Included in the discussion are worksheets, forms, suggestions, and Microsoft CRM navigation procedures to help you configure Microsoft CRM for your service business. This chapter is organized into three main sections as follows: Key Service Scheduling Concepts. Complete list of Service Scheduling forms and worksheets. Example scenario descriptions and Microsoft CRM configuration procedures.
Key Service Scheduling Concepts

The Service Scheduling feature of Microsoft CRM is powerful, complex, and flexible. This section discusses some key concepts and operational information. The following diagram shows the relationship of some of these key concepts.
23-1
Service A service is a type of work provided to a customer and performed by one or more resources. For example, bike repair or tax consultations are services. To define a service, you enter general information about the service, identify the resources needed to provide the service, and then describe these requirements by creating a selection rule. Selection Rule In its simplest form, a selection rule is the list of users, facilities, or equipment that are required to perform a service. You can define resources by how busy they are, and whether the resources are from the same site or business location. For each service, create at least one selection rule by select one or more users, facilities, and equipment to perform it. Conditional subrules can be used to further refine a resource selection. Microsoft CRM displays your selection rules in a tree view. When you search for a service activity time, the selection rules consider the lowest-level subrule first, and then the next level up, until they top-level rule is reached. Service Activity Microsoft CRM Service Scheduling keeps track of the services you provide as a service activity. A service activity combines a service, at least one resource, a specific time, a place, and a customer. To schedule a service activity, you first select the service and then search for an available time. Microsoft CRM uses the service's selection rules and the resource's work schedule to present a list of available times. After you select the time that you want, the service activity is added to the schedule. Resources Resources are people (Microsoft CRM users), facilities (such as a room or hall, where a service activity can be performed), and equipment. Individual resources have work schedules that define when they are available to work. Resource Groups A resource group is a pool of similar resources, from which individuals can be chosen for a service activity. These resources generally can be thought of as being interchangeable. Perhaps the members of one resource group have the same skill set (or at least a skill set appropriate for a certain service activity). In other words, resource groups are used in Microsoft CRM to model the skills (or other characteristics) required to perform or deliver a service. Selection Criteria Selection criteria can be used to determine how your resources are allocated. For example, you can choose to set up the service to make sure that a technician is scheduled as fully as possible before another technician is scheduled. Or you can also choose the opposite, to make sure that all technicians are scheduled relatively evenly. By default, services are set up to select resources without comparing how many service activities are scheduled for each resource. When a selection criteria is added to a selection rule, the subrules are considered first. If you have two equal subrules, one that looks for Most Busy and another that looks for Least Busy, each subrule offers the appropriate resource based on their selection criteria. Those resources are then considered by the rule on the next level up. Capacity Scheduling Microsoft CRM can set up services and resources to take into account different sized facilities or the experience levels of your users. This is capacity scheduling. Capacity is a relative unit that you define. For example, you can define capacity in a bicycle repair shop as the number of bikes the shop has room to accommodate at the same time. Capacity can also measure skill level. For example, a junior bike technician has the ability to perform one bike inspection per hour, and a senior technician has the ability to perform four bike inspections per hour. If two bikes must be inspected in one hour, it takes either two junior technicians, or one senior technician who can perform the inspections in half the time. Effort Required When you add effort required into the selection rule, every time a user searches for an available service activity time, the selection rules inspect the resources for capacity available. If the resource is scheduled, then
23-2
that resource's capacity is reduced by the effort required for the service. This is repeated every time that a service is scheduled requiring that resource, until the capacity is exhausted. Capacity is defined in the resources working hours. Effort required is defined in the service. You can think of capacity as "how much money you have" and effort required as "how much something costs." For example, the repair bay has a capacity of 4. A bike repair requires an effort of 1 and a tandem bike repair requires an effort of 2. The first time the repair bay is selected, its capacity is reduced to 3 for that time. The next service activity scheduled is for a tandem bike. This reduces the repair bay's capacity by 2. The repair bay has the capacity of 1 left, which means it could accept another bike repair, but not a tandem bike repair. Define When Resources Are Available The availability of each resource can be defined; including vacations, time-off, working hours, capacity, and maintenance. You can view the schedule for resources, compare it to other resource schedules, and check for conflicts. Microsoft CRM can then determine which resources or combination of resources are available to perform a service at a specific date and time. In addition, you can set the days your organization is closed for holidays and other events, as well as exempt individual resources from the closure schedule.
Service Scheduling Forms and Worksheets

Below is a chart of the worksheets and forms that are available to help gather and organize the information that will be needed to setup and configure Microsoft CRM for your service business. Each worksheet corresponds to a data entry page within Microsoft CRM. The navigation procedures to find the data entry page are on the worksheets. All worksheets and forms are located on the Microsoft CRM Documentation CD in the \Planning Tools\Service Scheduling Tools folder. Worksheet or Form Name
Define Services Worksheet.doc Site Worksheet.doc Selection Rule Worksheet.doc Employee Services Worksheet.doc Employee Work Hours Worksheet.doc Equipment Worksheet.doc Define Resource Groups.doc
Description
Make a list of services your business provides. Make a list of work sites or locations where your services are provided. A form to help you define your selection rules. Make a list of services and employees that can do each service. Make a list of your employees and the hours they are available for work. Make a list of all the equipment used in providing your service, and where it is located. A form to help you organize resources into resource groups.
23-3
Example Scenarios
This section describes four service business examples. Compare your service business with the business descriptions of each example. Look for the example that most closely matches your own service business. Use the discussion for each scenario for information how to configure Microsoft CRM step-by-step for that service business. Included in the discussion are worksheets, forms, suggestions, and Microsoft CRM navigation procedures to help you configure Microsoft CRM for your service business.
Scenario 1: Individual Worker

Procedures for configuring this scenario begin on page 23-6. The Individual Worker service business scenario is a basic situation where you need to schedule an individual worker to meet with clients, customers, or other appointments. To configure Microsoft CRM for this scenario, your service business should meet the following characteristics: Individual workers meet clients one-on-one. The only facility needed is the workers own office. No other specialized equipment is required. Scheduling shared conference rooms or other resources is not required. Tax consultant. Public accountant. Attorney. Social worker. Psychologist.
Example businesses include:
Scenario 2: Shift Work and Skills

Procedures for configuring this scenario begin on page 23-6. The Shift Work and Skills service business scenario is a business where you need to schedule workers who have different skill sets working in different time shifts. To configure Microsoft CRM for this scenario, your service business should meet the following characteristics: Various workers have different skills sets, credentials, or working licenses. Not all workers can do all services. Workers are working in different shifts. Each shift worker has their own work space. For example, the day shift worker and the evening shift worker can use the same work space, equipment, and other facilities because the day and evening workers will not be there at the same time. No other specialized equipment is required. Scheduling shared resources is not required. A car repair business. Electronics repair Blood Donation Center.
Example businesses include:
23-4
Scenario 3: Complex Schedule

Procedures for configuring this scenario begin on page 23-6. The Complex schedule service business scenario is a business where you need to schedule workers who have different skill sets, working with specialized equipment, and located at different sites. To configure Microsoft CRM for this scenario, your service business should meet the following characteristics. Various workers have different skills sets, credentials, or working licenses. Not all workers can do all services. Workers are working in different shifts. Workers are located at different business sites. Each worker can do their job in multiple locations (but, of course, they can only be in one place at a time). For example, a worker can move from one office or work location to another. More than one work-place site (such as multiple offices, or shops). Scheduling shared resources such as specialized equipment is required. A dentist office complex with one or more dentists, dental assistants and technicians with various certifications, specific equipment requirements. Multiple service facilities in different locations where scheduling is centralized. Hospital Emergency Room facility.
Example Businesses include:
Scenario 4: Outbound
Procedures for configuring this scenario begin on page 23-7. The outbound service business scenario scheduling is a business where you need to schedule workers who have different skill sets, work with assigned equipment, and work on location. To configure Microsoft CRM for this scenario, your service business should meet the following characteristics. Various workers may have different skills sets, credentials, or working licenses. Not all workers can do all services. Workers may be working in small teams. Workers may be working in different shifts. Workers do their job on location at the customer site. Each key worker may be assigned their own equipment, such as service van. Scheduling shared resources such as specialized equipment may be required. Travel time between jobs must be considered during scheduling. Job site proximity must be considered during scheduling. For example, you would not schedule a worker to travel across town from one job site to another if another worker is closer. (Unless some specialized work or equipment is involved). Construction. Maid Services. Landscaping services. Carpet installation.
Example Businesses include:
23-5
Configuring Individual Worker Scenario

If your service business is similar to this scenario as described above, then there are four steps to configuring Microsoft CRM to meet your needs. Use the procedures and the worksheet forms listed below. Step
1 2 3 4
Activity
Define your services. Create one or more selection rules. Define the services your employees can perform. Define the work locations and work hours for each employee.
Worksheet
Define Services Worksheet.doc Selection Rule Worksheet.doc Employee Services Worksheet.doc Employee Work Hours Worksheet.doc
Configuring Shift Work and Skills Scenario

If your service business is similar to this scenario as described above, then there are six steps (the sixth step is optional) to configuring Microsoft CRM to meet your needs. Use the procedures and the worksheet forms listed below. Step
1 2 3 4 5 6
Activity
Describe your services. Identify the services your employees can perform. Identify the facilities and equipment needed to provide your services. Optional Step: Define resource groups and organize resources into groups by skill. Create one or more selection rules. Identify the work locations and work hours for each employee.
Worksheet
Define Services Worksheet.doc Employee Services Worksheet.doc Equipment Worksheet.doc Define Resource Groups.doc Selection Rule Worksheet.doc Employee Work Hours Worksheet.doc
Configuring the Complex Schedule Scenario

If your service business is similar to this scenario as described above, then there are seven steps to configuring Microsoft CRM to meet your needs. Use the procedures and the worksheet forms listed below. Step
1 2 3 4 5 6 7
Activity
Describe your services. Identify the services your employees can perform. Identify the facilities and equipment needed to provide your services. Optional Step: Define resource groups and organize resources into groups by skill. Create one or more selection rules. Identify the work locations and work hours for each employee. Identify the work sites and locations.
Worksheet
Define Services Worksheet.doc Employee Services Worksheet.doc Equipment Worksheet.doc Define Resource Groups.doc Selection Rule Worksheet.doc Employee Work Hours Worksheet.doc Site Worksheet.doc
23-6
Configuring the Outbound Scenario

If your service business is similar to this scenario as described above, then there are seven steps to configuring Microsoft CRM to meet your needs. Use the procedures and the worksheet forms listed below. Step
1 2 3 4 5 6 7
Activity
Describe your services. Identify the services your employees can perform. Identify the facilities and equipment needed to provide your services. Optional Step: Define resource groups and organize resources into groups by skill. Create one or more selection rules. Identify the work locations and work hours for each employee. Identify the work sites and locations.
Worksheet
Define Services Worksheet.doc Employee Services Worksheet.doc Equipment Worksheet.doc Define Resource Groups.doc Selection Rule Worksheet.doc Employee Work Hours Worksheet.doc Site Worksheet.doc
23-7
23-8
Chapter 24 Managing Reports
C H A P T E R
2 4
Managing Reports
Some report management tasks are done from Microsoft CRM, and others are done from Reporting Services Report Manager: From Microsoft CRM: The System Settings area in Microsoft CRM is used to define the report categories available. The Reports area in Microsoft CRM is used to add, delete, rename, and edit the properties of reports, including where in the user interface the reports should be visible. From Report Manager: Report administrators can use Report Manager to schedule reports, set up subscriptions for reports, and to control access to reports. Users can use Report Manager to view report properties and manage individual subscriptions to reports. Learn more about Reporting Services, including how permissions interact between Microsoft CRM and Reporting Services. Transfer reports from one Microsoft CRM installation to another. Customize reports to match user interface and schema changes, including how to set up an environment to edit or create Reporting Services reports. Adding new reports to meet user needs. Organizing reports to meet user needs. Troubleshooting running, printing, and managing reports.
This chapter provides the information you need to complete a variety of report-related tasks:
The online Help for Microsoft CRM provides concepts and procedures for:
Understanding Report Permissions

Because Microsoft CRM reports are stored in Reporting Services, it is important to understand how permissions in Microsoft CRM and in Reporting Services interact, and the implications for various tasks users and report administrators need to accomplish. In Microsoft CRM, a users permission to access information is based on the privileges defined in the Microsoft CRM security roles assigned to the user. Users can have multiple security roles. By default, only users with the Microsoft CRM System Administrator or System Customizer roles can manage reports. You can add the Manage Reports privilege to other security roles to allow users with that role to add, rename, delete or edit properties of reports. All active Microsoft CRM users are also included in the Active Directory group, ReportingGroup. When you add or remove a Microsoft CRM user, the user is automatically added or deleted from this group. Reporting Services also uses role-based security, and has its own set of security roles. In the Report Manager Security properties page for each folder or file, a role assignment is made for a specific security role associated with specific users or groups. A role assignment is specific to a folder or file. By default, item security is inherited from the parent folder, although you can apply different security settings. Report Manager has a default root folder, and stores the Microsoft CRM reports in a sub-folder called: <organization>_MSCRM, where organization is the name of the organization used when Microsoft CRM is set up. Microsoft CRM Setup configures the role assignments for the <organization>_MSCRM folder. When you view the security properties for a file or folder, the following Report Manager security roles can be used in a role assignment: Browser: This default security role includes permissions to run a report, view report properties, view folder contents, navigate the folder hierarchy, and manage individual subscriptions to reports. By default, this role is not associated with the <organization>_MSCRM folder. Browser for Microsoft CRM: This security role is created by Microsoft CRM Setup. It includes permissions to run a report, view report properties, view folder contents, navigate the folder hierarchy, and manage individual subscriptions to reports. 24-1
When Microsoft CRM setup is run, a role assignment is created for the <organization>_MSCRM folder assigning this role to all users in the ReportingGroup group. Because an organization may use a report server for reports other than Microsoft CRM reports, this role assignment is not created for the Report Manager root folder. This means that Microsoft CRM users can view the folder containing Microsoft CRM reports, but cannot view the root Report Manager folder or other top-level folders. The root folder of Report Manager is accessed by default at http://<Reporting_Services_server>/Reports. When users browse to this page, they will see a blank screen. Instead, users need to enter the URL for the Microsoft CRM reports: http://<Reporting_Services_server>/Reports/Pages/Report.aspx?ItemPath=<organization>_MSCRM. For example, if the report server is named ReportServer, and the organization name used when Microsoft CRM was installed is Adventure Works Cycle, a user would type the following URL to view the Microsoft CRM reports in Report Manager: http://ReportServer/Reports/Pages/Report.aspx?ItemPath=/Adventure+Works+Cycle_ MSCRM Content Manager: This default security role provides permissions for report management tasks including adding and deleting reports, defining security for reports, and managing report subscriptions and report history. By default, this security role is given to members in the local Administrators group, and is associated with all folders. If you have any users other than members of the local Administrators group who need to manage reports directly in Report Manager, create a new role assignment for the <organization>_MSCRM folder for these users, and assign the Content Manager role. My Reports: This default security role provides permissions for publishing reports in a My Reports folder. Microsoft CRM does not use the My Reports folder for individual users, so by default, no role assignments for the <organization>_MSCRM folder include this security role. Publisher: This default security role is intended for users who author any type of reports in Report Designer and then publish those reports to a report server. This security role is not used in any of the default role assignments for the <organization>_MSCRM folder. Publisher for Microsoft CRM: This security role is created by Microsoft CRM Setup. This role is intended for users who need to publish Microsoft CRM reports. This security role is not used in any of the default role assignments for the <organization>_MSCRM folder. When a report is uploaded through the Microsoft CRM user interface, a temporary role assignment is created for the <organization>_MSCRM folder for the service account with this role. If you have any users who will be publishing files directly to Reporting Services, or using the PublishReports.exe command to publish a group of reports, create a role assignment for the <organization>_MSCRM folder for these users, and assign the Publisher for Microsoft CRM role. In addition, there is a System Administrator role that is site-wide, and not associated with specific folders. This role is assigned to the local Administrators group on the report server, and includes permissions to manage jobs, manage roles, and modify system-wide role assignments. For additional information on security in Reporting Services, see Reporting Services Books Online.
Transfer Reports to another Microsoft CRM Implementation

If you want to save all the reports in your Microsoft CRM implementation separately in order to transfer them to a different Microsoft CRM implementation, you can use the DownloadReports.exe command to save the reports to files, and then use the PublishReports.exe command to publish the reports back to Microsoft CRM. To run these commands, you must have the Report Manager System Administrator security role, and the Content Manager role on the root folder of Report Manager. By default, members of the local Administrators group on the report server have the System Administrator role.
24-2
Download All Reports

When you run the DownloadReports.exe command, a file will be created for each report, along with a configuration file named publish.config that includes the metadata for the report, including the report description, the categories the report belongs to, and where the report should appear in Microsoft CRM. If you specify a folder, all report files and the publish.config file will be downloaded to that folder. Using a separate folder is recommended, as it makes it easier to publish these reports to another Microsoft CRM implementation. If report files or a publish.config file exists in the folder, the files will be overwritten. The DownloadReports.exe command must be run from the Microsoft CRM server. Save all reports locally 1. In a command prompt window, in the c:\Program Files\Microsoft CRM\Reports folder, run: DownloadReports.exe organization_name <destination_folder> Parameter
Organization_name Destination_folder
Description
The organization name used when Microsoft CRM was set up. For example, Adventure Works Cycle. The folder in which to store the downloaded reports. This folder will include a file for each report, plus a publish.config file, which can be used when publishing the same group of reports to a new server. If this parameter is not specified, the current folder is used.
Publish a Group of Reports

Publish a group of reports 1. Copy the folder containing the downloaded reports and publish.config file to the report server on which you want to publish the reports. 2. In a command prompt window, from the folder with the downloaded reports, run the PublishReports.exe command. You will need to specify the path to the command relative to your current folder. For example, if you have your downloaded reports in a folder called c:\download_reports, in a command prompt, you would change directories to the download_reports folder, and then run the PublishReports.exe command. For example: cd c:\download_reports c:\Program Files\Microsoft CRM\Reports\PublishReports.exe Adventure Works The syntax of PublishReports.exe is as follows: Path_to_PublishReports.exe\PublishReports.exe Organization_Name <ReportingGroup> <Publisher>
Parameter
Organization_Name ReportingGroup
Description
The organization name used when Microsoft CRM was set up. For example, Adventure Works. Important: This parameter is only required if reporting is not yet set up. If the C:\Program Files\Microsoft CRM\Reports folder exists on the server to which you are publishing reports, do not include this parameter. The name and GUID of the ReportingGroup Active Directory group, in the format: Domain name of the Reporting Services server, followed by the string ReportingGroup, followed by the GUID for this group. For example, CRMDOM\ReportingGroup {d4b85e97-1a6f-4f8b-8fbe-e8c3b2df5bd6}
24-3
Publisher
Important: This parameter is only required if reporting is not yet set up. If the C:\Program Files\Microsoft CRM\Reports folder exists on the server to which you are publishing reports, do not include this parameter. The Service account name for the Microsoft CRM Web application. To determine the Service account name, on the Start menu, click Run, type Services.msc, and look at the service under which Microsoft CRM is running.
Customize Reports
Warning: If you have customized the default Microsoft CRM reports, running repair from Microsoft CRM Setup will overwrite your customized reports All reports in Microsoft CRM are based on filtered SQL views of the Microsoft CRM database. Filtered views are read-only views with Microsoft CRM security privileges. This means that users can only see data that they have Microsoft CRM privileges to see. The Microsoft CRM database comes with a filtered view for each entity. When the schema for an entity is customized, the filtered view of the entity is automatically updated to match. For new entities, the filtered view is automatically created. Many filtered views contain joins of Microsoft CRM tables, in order to reduce the complexity of the SQL queries needed in reports. Reports should not pull data directly from the tables. Instead, all reports should pull data from the filtered views. When a user runs a report based on filtered views, the users Microsoft CRM role determines the data to be included in the report. The default Microsoft CRM reports are all written using Microsoft SQL Server Reporting Services. You can modify these default reports, add your own Reporting Services reports, or add your own reports in other formats. The filtered views can be used with any tool that reads ODBC data, such as all Microsoft Office applications. The default reports that are installed with Microsoft CRM will not automatically reflect any customizations you make to the schema or to forms: you must modify the reports to match your changes. To modify the default reports, or to create your own Reporting Services reports, the report designer must use Microsoft Visual Studio .Net 2003. For instructions on writing Reporting Services reports for Microsoft CRM, see the Report Writers Guide section in the Microsoft CRM 3.0 Software Development Kit (SDK).
Set Up Report Designers Environment

Typically, creating new reports and modifying reports is done by using the Report Designer component of Reporting Services on a separate computer from the Microsoft SQL Server that is used by Microsoft CRM. The report administrator then uses the Microsoft CRM Reports page to upload new or changed reports. You can install Microsoft SQL Server 2000 Reporting Services Report Designer from the Microsoft CRM Server CD onto any computer that has a licensed version of any product in the Visual Studio .NET 2003 family. To be able to use the Microsoft CRM database to preview data when you are designing a report, the computer that has Report Designer must be on the same domain as your Microsoft CRM server. If the computer is in a different domain, the report designer will have to work on a backup copy of the Organization_Name_MSCRM database The following components can be installed manually from the Microsoft CRM Server CD. Component
Report Designer Reporting Services Books Online
Prerequisite
Client workstation with Microsoft Visual Studio .NET 2003 or another product that provides the Visual Studio 2003 shell (such as Visual Basic .NET 2003, or Visual C# .NET 2003) Client workstation, no prerequisites.
24-4
For additional information on prerequisites, see Software Requirements for Reporting Services (http://go.microsoft.com/fwlink/?LinkId=51858). Install Report Designer from the Microsoft CRM Server CD 1. Insert the Microsoft CRM Server CD, and open the SRS folder, and double-click Setup.exe. Install the Report Designer component. For more information about setting up Reporting Services components, in the SRS folder, open the file rssetup.chm, which contains instructions for installing Reporting Services.
24-5
24-6
Chapter 25 Operating Microsoft CRM
C H A P T E R
2 5
Operating Microsoft CRM

Operating Microsoft CRM includes ensuring availability by monitoring server status and performance, making backups, planning for recovery from disasters, and ongoing troubleshooting. This chapter, plus the following chapters provide detailed information about these tasks: Chapter
Chapter 25: Operating Microsoft CRM Chapter 26: Backing Up Your Microsoft CRM System Chapter 27: Backing Up on Microsoft Windows Small Business Server 2003 Chapter 28: Disaster Recovery Chapter 29: Troubleshooting
Purpose
Lists services to monitor, and describes how to monitor and address performance issues. Describes how to back up Microsoft CRM when installed on Microsoft Windows Server 2000 or Microsoft Windows Server 2003. Describes how to back up Microsoft CRM when installed on Microsoft Windows Small Business Server 2003. Describes how to recover from hardware malfunctions. Provides answers to common troubleshooting questions. .
Performance Monitoring and Optimization

To effectively monitor the performance of Microsoft CRM, you should be examining performance monitor counters on each of the servers that make up the environment. In this section, you will examine some of the most useful counters to measure specifically in a Microsoft CRM environment along with suggestions as to what figures you should expect. In many cases, this analysis will provide you with indications of what changes to make to optimize Microsoft CRM. You can use the information here to help determine which, if any, hardware upgrades are necessary, along with any operational practices to help improve the performance of Microsoft CRM. The Windows 2000 Server and Windows Server 2003 operating systems include System Monitor (which consists of Performance Monitor and Network Monitor) for analyzing the performance of your system. Windows 2000 and Windows Server 2003 have a number of useful objects and counters associated with those objects, which you can monitor to determine the overall health of the environment. When you add SQL Server and Exchange 2000 Server or Exchange Server 2003 to that environment, a large number of additional objects and counters are installed. These can prove very useful in determining the overall health of your Microsoft CRM system. In normal use, your Microsoft CRM environment will face different stresses at different times of the day. For example, there may be a greater stress on the system at the start of the working day, during database backup, or when reports are being run. Many organizations are also seasonal in nature. Your organization may, for example, have more Microsoft CRM activity just before a particular holiday, or at the end of a financial year. For more information about monitoring Windows 2000 or Windows Server 2003 objects, see the "Windows 2000 Resource Kits" (www.microsoft.com/windows2000/techinfo/reskit/) or "Windows Server 2003 Resource Kit Tools" (www.microsoft.com/downloads/details.aspx?FamilyID=9d467a69-57ff-4ae7-96eeb18c4790cffd&DisplayLang=en). Microsoft CRM server is basically an IIS server running a Microsoft .NET-based application. To monitor the overall health of the servers, you should collect information about Windows 2000 or Windows Server 2003 counters. One of the key counters to be measured against a baseline is the %Process Time for the Internet Information Service (IIS).
Performance Monitoring of SQL Server

Microsoft CRM depends heavily on Microsoft SQL Server. For more information about monitoring the performance of your Microsoft SQL Server, see the Microsoft SQL Server Books Online.
25-1
Using Microsoft Operations Manager

With all the different components that make up Microsoft CRM, it can be very useful to gather all your monitoring information in one place. Microsoft Operations Manager (MOM) is an enterprise-scale monitoring tool that allows you to do that by providing particularly useful information about Exchange Server and SQL Server, such as whether the servers are down, or which users or processes are generating a large amount of activity. It is a good idea to consider MOM as a tool to help ease the administrative burden of effective monitoring.
Optimizing the Microsoft CRM Environment

If you are having performance issues with your Microsoft CRM environment, the performance counters that you have gathered will provide you with useful information as to the cause of the problem. As you examine the performance counters shown here, you will be able to use the results to make changes that will improve the performance of your environment. Generally, these changes will take the form of hardware improvements. These focus on four areas: SQL Server computer Microsoft CRM servers Exchange servers Network environment
We will consider each of these in turn.
SQL Server Optimization

Microsoft CRM uses a single instance of SQL Server with two databases for Microsoft CRM, and two databases for Reporting Services (in addition to master and msdb). If you are having performance problems with Microsoft CRM, you should first examine the Windows 2000 or Windows Server 2003 counters on the SQL Server computer to see whether that is the problem. In particular, you should look at the CPU utilization on the SQL Server computer. If the CPU utilization is consistently high, you should consider upgrading the hardware of your SQL Server to cope with the workload. Certain operational practices may also help you improve the performance of your SQL Server. For example, ensuring that indexes are kept up to date will help with performance. This can be done by having an administrator create a scheduled job to update statistics on all tables or setting the database property to Auto Update Statistics. The Auto Update Statistics and Auto Create Statistics properties can be set in your Microsoft CRM databases. When these properties are set, they keep information the SQL compiler relies on to create efficient plans up to date. These properties can be set through SQL Server Enterprise Manager or by executing SQL commands. Note For more information about how to set database properties, see "How to change the configuration settings for a database (Enterprise Manager)" in SQL Server Books Online. To reduce load on your Microsoft SQL Server, you may consider using a separate SQL Server for Reporting Services. You should also keep in mind that if your usage of Microsoft CRM changes significantly, it may have an effect on the performance of SQL Server. For example, if you decide to allow all Microsoft CRM users to work as offline users, you will find that the offline synchronization process increases the load on your SQL Server, as this is very database intensive.
Microsoft CRM Server Optimization

After you have looked to optimize SQL Server performance, you should also examine the Microsoft CRM server. Improvements here can take two forms, either scaling out to more Microsoft CRM servers, or scaling up each individual server. It is worth noting that if SQL Server is overloaded, neither of these measures will have any discernible effect on your Microsoft CRM environment. However, if SQL Server is performing well, increasing the resources available to Microsoft CRM servers can be a good way of boosting performance.
25-2
Chapter 25 Operating Microsoft CRM
Exchange Server Optimization

As you examine your Exchange server counters, if you are part of a larger Exchange organization, you have the benefit of being able to compare those Exchange servers to which the Microsoft CRM-Exchange E-mail Router sends messages and to those it does not. This will give you an indication as to whether the problem is being caused by the Router, or whether the Exchange servers generally are underspecified. For more information, see Chapter 10, "Planning Microsoft CRM and Microsoft Exchange Server," and Chapter 8, "Planning Microsoft CRM and a Mixed Windows NT 4.0 and Active Directory Network."
Availability Management
Another important part of Microsoft CRM operations is taking the steps necessary to maintain availability. Effective planning is very important in maintaining high availability, but so are good ongoing operations. It is impossible to guarantee that there will be no unexpected downtime in your organization, so you need to ensure that you monitor your environment continually and are notified quickly in the event of unexpected downtime. You can use a number of tools to measure availability. You can use MOM to measure the availability of servers and services. However, even without using a tool such as MOM, you can take a number of other measures. When there are problems with service availability, events will generally appear in the event log, so you can monitor for these. You can use System Monitor to issue alerts when certain counters exceed a figure that may indicate a problem with availability (for example, a processor pegged at 100 percent utilization). Problems with availability may be temporary, requiring a server to be restarted, or they may be more significant, requiring server restore. Availability of Microsoft CRM will be maintained only if each component that makes up CRM is also available. You will therefore need to monitor the availability of each the following: Active Directory Microsoft CRM Server SQL Server Exchange server containing the Microsoft CRM-Exchange E-mail Router
Active Directory Availability

If you are introducing Microsoft CRM to an existing Active Directory environment, you may already be monitoring the availability of Active Directory. But if you are not, you can use a number of techniques to measure the availability of domain controllers and global catalog servers. One of the most efficient methods is to use Microsoft Operations Manager (MOM). Alternatively, you can script regular LDAP queries to Active Directory and issue notifications if these queries fail. Availability problems with Active Directory are rare, and in an environment with multiple domain controllers, they are even rarer. The most common reason for failing to access Active Directory is problems with the DNS infrastructure.
Microsoft CRM Server Availability

You should monitor the following services on your Microsoft CRM Server: Microsoft CRM Workflow Service Microsoft CRM Deletion Service Microsoft CRM Bulk E-mail Service World Wide Web Publishing Service
SQL Server Availability

You should monitor the following services on your Microsoft SQL Server: MSSQLSERVER SQLSERVERAGENT 25-3
ReportServer
Exchange Server Availability

You should monitor the following services on your Microsoft Exchange Server: Microsoft Exchange Information Store Service Microsoft Exchange Routing Engine Microsoft Exchange System Attendant Simple Mail Transport Protocol World Wide Web Publishing Service Microsoft CRM Exchange Queue Service (on those servers which contain the Microsoft CRMExchange E-mail Router)
Exchange 2000 and Exchange 2003 include a Monitoring and Status Tool, available in Exchange System Manager. This tool is used to monitor Exchange services and perform actions if the services fail.
25-4
Chapter 26 Backing up Your Microsoft CRM System
C H A P T E R
2 6
Backing Up Your Microsoft CRM System

Reliable and efficient disaster recovery requires sound procedures that are extensively understood by those who perform them. You should plan for every foreseeable circumstance as you prepare Microsoft CRM for disaster recovery. This section discusses the information you need to plan and implement a usable and reliable backup and restoration system. The key components of your Microsoft CRM deployment for which you should have backup and recovery process and procedures in place include: Microsoft Windows 2000 Server, Microsoft Windows Server 2003, and Active Directory Microsoft SQL Server 2000 Microsoft SQL Server 2000 Reporting Services Report Manager Microsoft Exchange 2000 Server and Microsoft Exchange Server 2003 Microsoft CRM Server Note Backing up Microsoft Windows Small Business Server 2003 is discussed in its own section.
Backing Up the Microsoft CRM System

If you are going to recover from any scenario, you must back up all appropriate information and store a copy offsite. A backup plan should be created and rehearsed for all Microsoft CRM components and services to ensure that if a disk or other failure occurs, the maximum amount of data is recoverable. Backup requirements vary according to the servers involved. The following table provides a summary of what to back up for Microsoft CRM. Server
Domain controller Exchange server SQL Server
What to back up for Microsoft CRM

Full System State Backup not required by Microsoft CRM. Organization_name_MSCRM Organization_name_METABASE master msdb ReportServer ReportServertempdb
Comments
None. Backup may be required for Exchange purposes. Backup should be done using SQL Server Enterprise Manager. The Organization_name_MSCRM and ReportServer databases should have full database backups and transaction log backups. For databases that are not updated frequently, such as msdb and Organization_name_METABASE, you may choose only full database backup. Backup of the master and msdb databases are not required by Microsoft CRM but should be part of an overall backup strategy. ISV.config, OutlookClient_sample.xml and web.config are required only if these files have been changed from the default settings. The file location assumes the installation occurred at the Default Web Site.
Microsoft CRM server
ISV.config and OutlookClient_sample.xml (Default location: c:\Inetpub\wwwroot\_Resources) Web.config (Default location: c:\Inetpub\wwwroot) Miscreports folder (Default location: c:\Inetpub\wwwroot)
26-1
Choosing a Backup Model

When you back up to tape, we recommended that you select a tape backup rotation model that ensures data protection in case a tape malfunctions or is lost. When backing up to disk, you can implement similar logic for rotating disk files. A popular tape rotation scheme is grandparent-parent-child: The tape used for backup on the last Friday of each month is called the grandparent tape. This tape is stored off-site. The tape used for backup every Friday (except the last Friday of the month) is called the parent tape. This tape is also stored off-site. The tapes used for backup on Monday, Tuesday, Wednesday, and Thursday are called child tapes. Often all child tapes are stored on-site except for the tape from the preceding day. Normal. Backs up all selected files and marks the files as backed up. Copy. Backs up all selected files, but does not mark the files as backed up. Differential. Backs up selected files only if they have not been previously backed up or changed since the last backup, but does not mark the files as backed up. Incremental. Backs up selected files only if they have not been previously backed up or changed since the last backup, and marks the files as backed up. Daily. Backs up only files that have been changed on that particular day, and marks them as backed up.
The following backup options are available using the Microsoft Backup utility:
Because many small businesses typically do not have system administrators on staff, a Normal backup, which is performed daily and according to the suggested grandparent-parent-child backup model, is recommended for small organizations. Larger organizations likely have an existing backup methodology that Microsoft CRM will fit into.
Backing Up Windows 2000 Server and Windows Server 2003

Microsoft Windows 2000 Server and Windows Server 2003 have a comprehensive backup utility that permits you to back up critical company data to disk or tape media. The scheduling capability found in the Backup utility provides data backup for the server itself and workstations in the small business network. The data backed up includes security information, file and share permissions, and registry data. For data security, only a user from the administrator or backup operator group can perform a backup. Individual files and directories on the server can be restored by using the Backup utility. When you back up to tape, the Backup utility requires that the tape backup device be connected to a compatible small computer system interface (SCSI) or non-SCSI controller card. The controller card must be properly installed and functional. Windows 2000 Server and Windows Server 2003 automate the installation of a controller card since the new hardware is detected at system startup and the appropriate drivers are automatically installed. For more information, see: "Determining Windows 2000 Storage Management Strategies. (http://go.microsoft.com/fwlink/?LinkId=53168).
Backing Up Active Directory

The Backup utility can back up System State data. System State data includes Active Directory, boot files, the Component Services Class Registration database, the registry, and SysVol. Possible backup locations for System State data include floppy disks, a hard disk, removable media, recordable compact discs, and tapes. Although it is recommended that you back up Active Directory, the only way to avoid data loss is to have multiple Active Directory domain controllers. This way, if a domain controller fails, the other domain controller(s) will have a complete copy of the directory. With a tape backup, you have data only as recent as your last backup.
26-2
Active Directory is a transacted database system that uses log files which support rollback semantics to ensure that transactions are committed to the database. The files associated with Active Directory are: Ntds.dit. The database. Edbxxxxx.log. Transaction logs. Edb.chk. Checkpoint file. Res1.log and Res2.log. Reserved log files.
Ntds.dit grows as the database fills up. However, the logs are of fixed size (10 MB). Any change made to the database is also appended to the current log file, and its disk image is always kept up to date. Edb.log is the current log file. When a change is made to the database, it is written to the Edb.log file. When the Edb.log file is full of transactions, it is renamed to Edbxxxxx.log. (It starts at 00001 and continues to increment using hexadecimal notation.) Because Active Directory uses circular logging, old log files are constantly deleted once they have been written to the database. At any point in time, you will find the Edb.log file and maybe one or more Edbxxxxx.log files. The Edb.chk file stores the database checkpoint, which identifies the point where the database engine needs to replay the logs, generally at the time of recovery or initialization. Res1.log and Res2.log are "placeholders"designed to reserve (in this case) the last 20 MB of disk space on the drive. This is designed to give the log files sufficient room for a graceful shutdown if all other disk space is consumed. For more information, see: Active Directory Disaster Recovery white paper, (http://go.microsoft.com/fwlink/?LinkId=53255), "Active Directory Diagnostics, Troubleshooting and Recovery" (http://go.microsoft.com/fwlink/?LinkId=52196). "DNS Disaster Recovery." (http://go.microsoft.com/fwlink/?LinkId=52197).
Backing Up Microsoft SQL Server, including Reporting Services

The Backup utility found in Windows 2000 Server and Windows Server 2003 cannot back up Microsoft SQL Server databases that are online. To back up SQL Server database files, you must first stop the MSSQLSERVER service. A better solution that can be used while SQL Server runs is the built-in backup. Use SQL Server 2000 Enterprise Manager to create a backup of the SQL Server databases. Thereafter, you can run a backup job from the Backup utility to include database backups that Enterprise Manager created. You would schedule the backup routing in Enterprise Manager to run first, followed by a backup job run in the Backup utility. For more information about SQL Server backups, see Designing a Backup and Restore Strategy, in SQL Server 2000 Books Online. Microsoft CRM creates three Microsoft CRMspecific databases and two Reporting Services databases on SQL Server and also depends on the default SQL Server databases for database services. The databases that make up a Microsoft CRM database on SQL Server are: Organization_name_MSCRM Organization_name_METABASE ReportServer ReportServertempdb master msdb
Your SQL Server backup plan should address each of these databases to ensure that Microsoft CRM could recover if one or all fail. If your organization already has SQL Server or another database application, your database administrator may already have a database backup strategy in place. However, if this is the first database application in your organization, you can create and maintain scheduled backup jobs to perform the necessary backups using the Database Maintenance Plan Wizard in SQL Server Enterprise Manager.
26-3
Your backup plan for the Microsoft CRM databases provides you a backup set that includes a full database backup and some number of transaction log backups, depending on your Microsoft CRM installation and the frequency with which you determine that you require backups. For more general information about backup and restore strategies, see SQL Server Books Online. For databases that are updated infrequently, such as msdb and Organization_name_METABASE, you might choose to perform only full database backups. The Organization_name_MSCRM and ReportServer databases should have both full database backups and transaction log backups Databases on which transaction log backups will be performed, must have the Full Recovery model database property set. You can set this database property through Enterprise Manager. For more information about setting database properties, see "How to Change the Configuration Settings for a Database (Enterprise Manager)" in SQL Server Books Online. Schedule full database backups often enough to minimize the number of restores after a failure. For example, if one days data loss is acceptable, you can back up the transaction log once a day and back up the database once a week. If only one hours maximum data loss is acceptable, you can back up the transaction log once per hour. To minimize the number of restores, back up the database once per day. To create a database maintenance plan for scheduled backups, run the Database Maintenance Plan Wizard from Enterprise Manager. Choose the option to back up the database as part of the maintenance plan for a full database backup. Choose the option to back up the transaction log as part of the maintenance plan for a transaction log backup. Your computer running SQL Server should also be designed with a level of fault-tolerance that is appropriate for a database server. This includes a RAID-5 disk array for your databases and a RAID-0 (mirror) for your transaction logs. With the proper level of hardware fault-tolerance, restoring from backup should be a very uncommon occurrence. For information about the other options available in these maintenance plans, such as where to store the backups, see Database Maintenance Plan Wizard Help in SQL Server Books Online. For more information about backing up and restoring SQL Server databases, see: "Chapter 3 - Backing Up and Restoring Databases," in the SQL Server Administrators Companion (http://go.microsoft.com/fwlink/?LinkId=52199). "Backing Up and Restoring Databases" on the MSDN Web site (http://go.microsoft.com/fwlink/?LinkId=52200).
Backing Up Exchange 2000 Server and Exchange Server 2003

The Backup utility provided by Windows 2000 Server and Windows Server 2003 can back up the Microsoft Exchange 2000 Server or Exchange Server 2003 Information Store and directory services. Backing up the Exchange Information Store is an important part of creating a fault-tolerant messaging system. The backup and restore features in Microsoft Exchange 2000 Server and Exchange Server 2003 help you recover from various types of data loss with minimal downtime for your mail system. Exchange uses the Backup utility to back up and restore the Exchange Information Store. The Backup utility enables you to protect data from accidental loss or hardware and media failure by using a storage device to back up and restore data on any server in your organization locally or over the network. Enhancements in Exchange ensure that backing up and restoring data is efficient and reliable; for example, you can restore one or more mailbox stores or public folder stores without shutting down the Information Store. You can make sure that your organization is prepared to recover from data loss by performing proper planning and implementation. Developing a backup and restoration strategy consists of the following steps: 1. Understand Exchange 2000 Server or Exchange Server 2003 database and storage group technology. 2. Design a backup plan. 3. Develop disaster recovery strategies. 4. Restore data. 26-4
The Microsoft CRM-Exchange E-mail Router (the Router) is a component that is installed on all Exchange servers that can receive incoming Simple Mail Transfer Protocol (SMTP) messages. If an Exchange server that has the Router fails and is recovered, the Router component must be reinstalled so that it will continue identifying Microsoft CRM messages as they enter the organization. For more information about Exchange 2000 Server disaster planning, see: "Chapter 28 - Backup and Restore," in the Exchange 2000 Server Resource Kit, (http://go.microsoft.com/fwlink/?LinkId=53258) Microsoft Exchange Server 2003 technical library (http://go.microsoft.com/fwlink/?LinkId=52201).
For more information about Exchange Server 2003 disaster planning, see:
Backing Up Microsoft CRM Server

Backing up (and restoring) your Microsoft CRM Server basically involves the: Microsoft CRM Server program files Microsoft CRM Server database files Customizations made to you Microsoft CRM Server.
During the installation of the Microsoft CRM-Exchange E-mail Router (the Router), Windows 2000 Server and Windows Server 2003 registry changes are made to the Microsoft CRM servers that identify the Exchange 2000 or Exchange 2003 servers as a Microsoft CRM-Exchange E-mail Router. If the Microsoft CRM Server fails and has to be reinstalled, the Router must be reinstalled on all of the Exchange servers that it was originally installed on so that the proper registry settings are applied to the reinstalled Microsoft CRM Server. For basic Microsoft CRM customizations such as modifying forms, views, and mappings, the Customization Export tool is available to help you back up your customizations. It is a good practice to make a backup of your customizations before attempting to make new changes.
26-5
26-6
Chapter 27 Backing Up Windows Small Business Server 2003
C H A P T E R
2 7
Backing up Windows Small Business Server 2003

Microsoft Windows Small Business Server 2003 can back up files as a task that runs automatically according to a specified schedule. You can back files up to a hard drive or tape drive. You can specify the time to retain deleted e-mail messages, and how much space to allocate for backups of deleted files. You can also specify which files or folders should be excluded from the backup as long as the folder you intend to exclude is not required for a restore, or a parent of the folder to be excluded is not required for a restore. The Windows Small Business Server 2003 Backup solution backs up all the files on the selected volumes of the Small Business Server computer. Microsoft SQL Server database files will not automatically be included with the backup if the SQL Server service is running. SQL Server database files are locked for exclusive use by SQL Server when the SQL Server service is running. To make sure that your Small Business Server computer and SQL Server are backed up in a timely, coordinated way, choose a SQL Server backup plan, implement it, and then create a Small Business Server backup plan that works with the SQL Server backup.
Choose a SQL Server Backup Plan

In addition to the Small Business Server backup, you can use one of the three SQL Server backup plans: Full Recovery model, Simple Recovery model, and stopping SQL Server before starting Small Business Server Backup.
Using the Full Recovery Model

Use the Full Recovery model (the default) for the computers running SQL Server that contain the Microsoft CRM databases as long as you have disks that can be partitioned into separate drives where you can store the database files for all the Microsoft CRM databases, plus the ReportServer database. Use the two or three partition design as outlined in "Use Multiple Partitions" in the "Planning Your Deployment" section. With the three partition design, one partition serves as the principal Small Business Server partition, the second contains the SQL Server data files for the Microsoft CRM databases, and the third contains the transaction log files for the Microsoft CRM databases. If you have only two partitions, use one as the principal Small Business Server partition and the other for containing all the SQL Server database files, both data and transaction logs. This lowers the degree of disk fault tolerance, and still allows you to use the Full Recovery model for your Microsoft CRM databases. Important If you use the three or four partition solution, install Microsoft CRM and then manually move the database to the new location. See "Use Multiple Partitions" in the "Planning Your Deployment" section earlier in this section. If you are using a two partition solution, you need to specify the separate partition as the default location for SQL Server data files when you run SQL Server Setup. The SQL Server databases will be backed up by SQL Server full database backups and transaction log backups using the Transact-SQL BACKUP command or the Database Maintenance Plan Wizard. These files will be stored on the principal Small Business Server partition being backed up by Small Business Server backup. This creates a backup of the backup. The additional partition(s) where the database files are located will be specifically excluded from the Small Business Server backup. This is the preferred backup plan because it provides the ability to back up SQL Server using both database and transaction log backups independently of the Small Business Server backup. This optimizes the chance for retaining the largest amount of work if either the principal Small Business Server partition or one of the SQL Server file partitions should fail. With the SQL Server backups stored on a separate disk from the SQL Server database files, if the principal Small Business Server partition fails, SQL Server database files remain up to date on one or more different drives so you perform only a Small Business Server restore. If one of the partitions containing the SQL Server database fails and the principal Small Business Server partition is still 27-1
available, you can restore the most recent database and transaction log backups to restore the databases to the instant of the failure. Using the three or four partition solution with separate disks for data files and transaction log files, if the data file partition fails and the transaction log partition is still available, you can back up the damaged database and restore this file as the last backup in the set, giving you the ability to restore right up to the failure. With the Small Business Server Backup making copies of the SQL Server backup files, you have the SQL Server backups stored in a location that permits up to the moment restores from a catastrophic failure of the Small Business Server computer.
Using the Simple Recovery Model

Use the Simple Recovery model for the computers running SQL Server that contain the Microsoft CRM databases if you do not have additional disks to be partitioned into separate drives for the SQL Server database files. The entire Small Business Server computer including the SQL Server database files are on a single partition. The Simple Recovery model permits full database backups only, transaction log backups are not allowed. Using this method you create scheduled jobs using the Transact-SQL BACKUP command or the Database Maintenance Plan Wizard to perform full database backups of the Microsoft CRM databases plus ReportServer, master, msdb. The full database backup files are stored on the same partition and are backed up by the Small Business Server Backup. Using this method you can keep your SQL Server up and running 24 hours a day, but if a failure of the partition occurs, you have to restore your SQL Server databases from the most recent SQL Server database backup. If you are running the Small Business Server Backup only once a day, a days worth of work could be lost.
Stopping SQL Server Before Starting Small Business Server Backup

Stop the SQL Server service (the MSSQLSERVER service) prior to starting the Small Business Server Backup. This is the easiest way to ensure SQL Server database files are backed up. With the SQL Server service stopped, the SQL Server database files can be included in the Small Business Server backup. After the Small Business Server Backup finishes, you need to start the SQL Server service and the SQL Server Agent (SQLSERVERAGENT) service, because these services automatically stop when SQL Server stops. Although this method is simple and easy to implement, it also incurs down time of SQL Server while the backup is in progress, and risks loss of work performed between the last Small Business Server backup and a disk or server failure.
Implementing a SQL Server Backup Plan

Implement the Full Recovery model To implement the Full Recovery model for backing up SQL Server databases while still using Small Business Server Backup, perform these steps before installing SQL Server and Microsoft CRM Server. 1. Choose whether to have one partition in addition to the principal Small Business Server partition that will contain both SQL Server data files and transaction log files; or two partitions in addition to the principal Small Business Server partition, one for data files and one for log files. 2. Create the partitions. Use a RAID specification if you have the appropriate disks and controller. 3. Create \MSSQL\DATA directories on the partition(s) you created separately for SQL Server data files. 4. Install SQL Server (see the Chapter 9: Planning Microsoft SQL Server Installation and Configuration). For the data file location, specify the separate partition \MSSQL\DATA path you created. 5. If you are using separate partitions for SQL Server data and log files in addition to the principal Small Business Server partition, create the following databases and specify the separate partitions for data and log: a. OrganizationName_MSCRM b. OrganizationName_METABASE c. ReportServer 27-2
6. Install Microsoft CRM Server (see the "Install Microsoft CRM" in Chapter 14: Installing on Windows Small Business Server 2003). If you have already created the Microsoft CRM databases in SQL Server, specify that the databases already exist. Otherwise, have Microsoft CRM Setup create the databases for you. 7. Create a SQLBackup directory on the principal Small Business Server partition to store the database and log backups. 8. For each of the Microsoft CRM databases, plus the ReportServer, master, msdb databases, use the Database Maintenance Plan Wizard in SQL Server Enterprise Manager to create a maintenance plan for a full database backup. Choose to back up only the full database in this plan, not the transaction logs; they will be backed up separately. For the backup destination, specify a tape drive if one is connected to the Small Business Server computer, or the SQLBackup directory on the principal Small Business Server partition. Schedule this maintenance plan to run often enough to minimize the number of backups that have to be restored. Typically, a full database backup occurs every day during hours of off-peak resource utilization on the Small Business Server. 9. For each of the Microsoft CRM databases, plus the ReportServer databases, use the Database Maintenance Plan Wizard in SQL Server Enterprise Manager to create a maintenance plan for transaction log backups. Choose to back up only the transaction logs in this plan, not the full database. For the backup destination, specify a tape drive if one is connected to the Small Business Server computer or the SQLBackup directory on the principal Small Business Server partition. Schedule the maintenance plan to run often enough to minimize data loss if a disk or server fails. Transaction log backups are incremental backups and do not consume significant system resources so they can be scheduled throughout the day. Typically, transaction log backups occur every hour. 10. Monitor the history of the database maintenance plans to ensure they are working correctly. Check the SQLBackup directory or the tape drive to ensure the backup files are being created. 11. Create a Small Business Server backup plan (see "Configure Small Business Server Backups" later in this chapter). Implement the Simple Recovery model To implement the Simple Recovery model for backing up SQL Server databases while still using Small Business Server Backup, perform these steps before installing SQL Server and Microsoft CRM Server. 1. Install SQL Server (see the "Install SQL Server" in Chapter 14: Installing on Windows Small Business Server 2003). Use the default data file directory. 2. Have the Microsoft CRM Server Setup program create the databases in SQL Server. 3. Create a SQLBackup directory on the principal Small Business Server partition to store the database and log backups. 4. For each of the Microsoft CRM databases, plus the ReportServer, master, msdb, use the Database Maintenance Plan Wizard in SQL Server Enterprise Manager to create a maintenance plan for a full database backup. For the backup destination, specify a tape drive if one is connected to the Small Business Server computer, or use the SQLBackup directory. Because the Simple Recovery model does not perform transaction log backups, the databases should be backed up at least once a day to minimize data loss. Note SQL Server database backups will lock the database being backed up until the process completes. During the time the database is locked, users will not be able to add or modify data. 5. Monitor the history of the database maintenance plans to ensure they are working correctly. Check the SQLBackup directory or the tape drive to ensure the backup files are being created. 6. Create a Small Business Server backup plan (see the following "Configure Small Business Server Backups" topic). Schedule Small Business Server backups in a timely way to make sure the most recent database backups have been copied to the backup destination shortly after their completion.
27-3
Implementing the Stop SQL Server before Starting Small Business Server Backup plan To implement the Stop SQL Server before Starting Small Business Server Backup plan of backing up SQL Server databases as part of a Small Business Server backup, perform these steps for modifying the Small Business Server backup job. 1. Create a Small Business Server backup plan (see the following "Configure Small Business Server Backups" topic). 2. Create a batch file containing the following line: net stop mssqlserver /y This will stop the SQL Server service and the SQL Server Agent service. If there are other services dependent on the MSSQLServer service, they will be stopped as well. These services will need to be restarted again as part of Step 5 below. Dependent services can be viewed on the MSSQLServer Properties page under the heading The following system components depend on this service. 3. Create a scheduled task to run the batch file. On the Start menu, point to Control Panel, Scheduled Tasks, and double-click Add Scheduled Task to open the Scheduled Task Wizard. Use this wizard to specify the batch file path and name. 4. Schedule the batch file to run a minute or two before the start of the Small Business Server backup scheduled task. 5. Create a second batch file with the following lines: net start mssqlserver net start sqlserveragent 6. Use the Scheduled Task Wizard to create a scheduled task to run the second batch file. Schedule it to run at a time that gives the Small Business Server backup scheduled task plenty of time to complete.
Configure Small Business Server Backups

To configure Small Business Server backups, run the Small Business Server Backup Wizard from the Server Management utility. Configure Small Business Server backups 1. On the Small Business Server computer, on the Start menu, point to Administrative Tools, and click Server Management. 2. From the Server Management utility, expand Basic Management, and select Backup. In the Manage Small Business Server Backup details pane, click the Configure Backup link. This opens the Backup Configuration Wizard. 3. On the Welcome page of the Backup Configuration Wizard, click Next. 4. On the Backup Location page, choose the location that is the destination of the backup. If the Backup to a Tape Drive selection is disabled, this means a tape drive is not connected to the computer or is not recognized by Windows. Note If you specify a disk location, make sure that it is a separate physical disk from those used by Small Business Server, Microsoft CRM, and SQL Server. The only files on a volume specified as the Small Business Server backup destination should be the backed up files. If a disk failure occurs on one of the principal drives, a backup on a separate physical disk minimizes risk and improves the probability of recovering right up to the time of a failure. 5. On the Backup Data Summary page, view the drives and folders that will be backed up by Small Business Server Backup and those excluded from the backup. To exclude additional folders from the Small Business Server Backup, click the Exclude Folders button followed by Add Folder to specify the folder to be excluded. You can also remove the folders that are previously in the excluded folder list.
27-4
6. On the Define Backup Schedule page, choose the days and time that you want Small Business Server Backup to start. You can also choose the number of backups to be archived. Choose a time that coincides with the completion of the SQL Server full database backups if you have chosen the Simple Recovery model backup plan for the Microsoft CRM databases. 7. On the Storage Allocation for Deleted Files and E-mail page, choose whether or not to back up deleted files and e-mail messages; if you do, enter the number of days for retaining deleted files and e-mail messages. 8. If you check Enable periodic snapshots of users shared folders, Small Business Server Backup will take automatic snapshots of shared folders on the Small Business Server computer at 7:00 A.M. and noon. Once a file in a shared directory has been backed up, a user may recover a deleted file or a previous version of the file. You can also change the maximum amount of space allocated for storing these snapshots. The default amount is 10 percent of the hard disk space on the volume specified for storing backups. 9. Click Finish to complete the backup configuration.
27-5
27-6
Chapter 28 Disaster Recovery
C H A P T E R
2 8
Disaster Recovery
To understand the disaster recovery procedures, you must examine a number of different scenarios to learn how restoration occurs in each case. For each scenario in this guide, total server failure is assumed. The following scenarios contain information that outlines the steps to ensure successful disaster recovery.
Scenario A: Failure of SQL Server

If the computer running Microsoft SQL Server fails, you will need to restore the databases from backup, and then re-associate them with the Microsoft CRM organization. The following steps are required to return Microsoft CRM to full functionality: Scenario A Recovery 1. Install the Windows 2000 Server or Windows Server 2003 operating system, ensuring that the computer is in the same domain as the Microsoft CRM server. You should use the same database name and disk structure. If you change either of these, you will need to take additional steps to properly restore the SQL Server databases. 2. Install SQL Server. 3. If you have a valid backup of the master database, restore that backup. (For more information, see "Restoring the master Database from a Current Backup" in SQL Server Books Online (http://go.microsoft.com/fwlink/?LinkId=52184). 4. Restore the msdb database. (For more information, see Restoring the model, msdb, and distribution Databases at msdn.microsoft.com/library/default.asp?url=/library/enus/adminsql/ad_bkprst_2w1f.asp.) 5. Restore the Organization_name_MSCRM, Organization_name_METABASE, ReportServer, and ReportServertempdb databases. (For more information about restoring databases, see Backing Up and Restoring Databases.( http://go.microsoft.com/fwlink/?LinkId=52185) 6. Use the Configure SQL option in Server Manager (part of Microsoft CRM Deployment Manager) to re-associate the databases with the Microsoft CRM organization. Caution When using the Configure SQL option, select the Apply changes to all servers in the deployment option only if you want all Microsoft CRM deployments in the domain to use the SQL Server databases you have selected. This setting will switch all servers in the entire domain to use the SQL Server databases you have selected. If there is a problem restoring some of these databases, it is still possible to recover from the situation. For example, if you do not have a valid backup of the master database, you need to recreate the SQLAccessGroup and Domain Users (if required) logins in SQL Server Enterprise Manager by selecting them from Active Directory. Give them database access to the Organization_name_MSCRM and Organization_name_METABASE databases you have restored. If the msdb database is unavailable, you can still recover the information in the Microsoft CRM databases. However, you will not have a backup history, and you will need to restore each database and its corresponding transaction log. You should also note that this scenario deals with a worst-case situation, that is, total failure of the computer running SQL Server. In other circumstances, such as the failure of a disk, you may only need to restore a single database to recover the environment. For more information about disaster recovery for SQL Server, see "Designing a Backup and Restore Strategy" (http://go.microsoft.com/fwlink/?LinkId=52186).
28-1
Scenario B: Failure of Microsoft CRM Server

Most of the Microsoft CRM configuration information is stored in SQL Server, so it can be recovered if a Microsoft CRM server fails. Registry entries on the Microsoft CRM server are recovered when you reinstall the Microsoft CRM-Exchange E-mail Router (the Router). If your Microsoft CRM server fails, do the following: Scenario B Recovery 1. Install the operating system on another server and join the same domain as the computer running SQL Server. 2. Install Microsoft CRM. 3. If ISV.config and web.config have been changed from the default, restore these files from backup. 4. In Microsoft CRM, click Settings, click Customizations, click Customize Entities, and then click Publish all Customizations. 5. Reinstall the Router on any servers used by the Microsoft CRM deployment.
Scenario C: Failure of Exchange Server

The process that is required to restore an Exchange server used by Microsoft CRM depends on the other uses of that Exchange server. Microsoft CRM does not use Exchange mailboxes directly, so in many cases an Exchange server with the Microsoft CRM-Exchange E-mail Router will be used only as an SMTP server with a transport event sink installed. The following general procedure restores Exchange in a Microsoft CRM environment: Scenario C Recovery 1. Restore Exchange server. 2. Reinstall the Microsoft CRM-Exchange E-mail Router. For more information about restoring Exchange, see: "Disaster Recovery for Microsoft Exchange 2000 Server" (http://go.microsoft.com/fwlink/?LinkId=52187). "How to Back Up and Restore an Exchange Computer by Using the Windows Backup Program" (http://go.microsoft.com/fwlink/?LinkId=52188). "Disaster Recovery Includes Metabase Backup and Restore" (http://go.microsoft.com/fwlink/?LinkId=52189). "How to Recover or to Restore a Single Mailbox in Exchange Server 2003" (http://go.microsoft.com/fwlink/?LinkId=52190). Microsoft Exchange Server 2003 technical library (http://go.microsoft.com/fwlink/?LinkId=52191).
Scenario D: Failure of Active Directory

In most environments, it is highly unlikely that Active Directory will fail on its own, because more than one Active Directory domain controller should be installed. However, if this happens, you should perform the following steps: Scenario D Recovery 1. Install the Windows 2000 Server or Windows Server 2003 operating system. 2. Perform a System State restore. It is important that you have a method for recovering from Active Directory failure. Regardless of the size of your environment, you should consider having multiple domain controllers with regular backups of the system state. If your backups are not current, any data belonging to Microsoft CRMrelated objects in Active Directory will be orphaned in SQL Server and unrecoverable. Any changes made in Microsoft CRM (such as 28-2
Chapter 28 Disaster Recovery
adding new Microsoft CRM users or queues) dictate that Active Directory is backed up as soon as possible after the change. One major problem can occur with Active Directory that completely destroys the functionality of Microsoft CRM. If an administrator inadvertently deletes the organizational unit (OU) corresponding to a Microsoft CRM deployment, that deployment of Microsoft CRM becomes useless. An authoritative restore of Active Directory restores the deleted OU to its original state. For more information about Active Directory disaster recovery, see "Backing Up and Restoring Active Directory" (http://go.microsoft.com/fwlink/?LinkId=52192).
Scenario E: Failure of Windows Small Business Server

If Small Business Server fails when running Microsoft CRM, use the following procedure for recovery: Scenario E Recovery 1. Reinstall Windows Small Business Server (or recover a base system from a server image). 2. Reinstall SQL Server (using the SQL Server edition that is part of your Windows Small Business Server). 3. Follow Scenario B to recover Microsoft CRM server. 4. Reinstall the Microsoft CRM-Exchange E-mail Router.
Client Disaster Recovery

The Microsoft CRM laptop client for Microsoft Office Outlook comes with built-in offline functionality using the Microsoft SQL Server 2000 Desktop Engine (MSDE). This allows Microsoft CRM users to work offline, with their data synchronized to the SQL Server when the Microsoft CRM laptop client for Outlook is brought online again. In some cases, Microsoft CRM users may want to back up the MSDE database. This is particularly useful when Microsoft CRM users are offline for prolonged periods. The following table indicates different methods that can be used for backing up the client. Backup method
Offline backup
What to back up for Microsoft CRM

Contents of Microsoft CRM data directory. Default location is: <systemdrive>:\Program Files\Microsoft SQL Server\MSSQL$CRM\Data Mscrm_msde.mdf Mscrm_msde_log.ldf Mscrm_msde.mdf Mscrm_msde_log.ldf
Comments
Before starting the backup, make sure the MSSQLSERVER service is stopped. Restart the service after the backup is complete. Use the Osql.exe tool provided with Microsoft Office Server Extensions. Look for tools that are compatible with SQL Server.
Online backup using Microsoft tools Online backup using non-Microsoft tools
If there is a problem on the Microsoft CRM laptop client for Outlook before the user is able to reconnect to the server, the backup can be used to restore Microsoft CRM functionality to the client. Outlook should be in offline mode before restoring the backup. Once restored and then connected to the Microsoft CRM server (online mode), the data not already on the server will be transferred to the server from the client. Be careful when reconnecting to the server. If you restore from an outdated backup, the existing data on the server may have subsequently changed. However, neither MSDE nor SQL Server 2000 recognizes this fact; so you run the risk of overwriting current data on the server with older data from the offline client backup.
28-3
28-4
Chapter 29 Troubleshooting
C H A P T E R
2 9
Troubleshooting
Because of the complex interrelationships among different applications in Microsoft CRM, you may see problems from several different sources. However, the techniques of troubleshooting remain the same as for any application. Troubleshooting IT problems involves several common steps. These are: 1. Gathering symptoms. 2. Classifying symptoms. 3. Isolating and connecting symptoms to the problem. 4. Determining solution alternatives. 5 Selecting a solution from the alternatives and applying it. By effective monitoring, good change and configuration management, and extensive documentation of all problems previously encountered, you can solve the problems that occur. In this section, you will first examine how a good overall understanding of the product can help you to troubleshoot Microsoft CRM. Then, you will examine some common problems with the different components that make up Microsoft CRM.
Active Directory Troubleshooting

The most common problems related to Active Directory are actually symptoms of other problems. For example, no network connectivity between servers may be due to an incorrect DNS configuration. DNS is used to access all Active Directory services. Therefore, any computer that has incorrectly configured DNS settings will not be able to access Active Directory. In addition, if the DNS server itself has incorrect entries, this can affect any computer that uses that instance of DNS. This could affect your whole enterprise. One problem might be caused by the failure of a server holding operations master roles (also known as flexible single master operations or FSMO) roles. These roles are held by single servers and, therefore, represent a single point of failure for Active Directory. They can affect things as diverse as knowledge of group membership across domains, to the ability to add objects to a domain. FSMO problems will appear in the event log, and one solution is to transfer the role onto another server by using the NTDSUtil tool. Other problems caused by Active Directory are generally because it is incorrectly configured. For example, you may have configured permissions incorrectly on objects or users. You may have incorrectly modified the Extended Attribute on a Microsoft CRM user, or you may have given too many permissions to an organizational unit (OU) in Active Directory. This allows users to modify their own permissions and, therefore, causes you to lose administrative control. For more information about troubleshooting with Active Directory, see Active Directory Operations Guide (http://go.microsoft.com/fwlink/?LinkId=53236).
Microsoft CRM Server Troubleshooting

Microsoft CRM Server has several components such as workflow IIS configurations that may need troubleshooting. Workflow rules are generated by the Workflow Manager and then processed by Microsoft CRM server. A rule may be logical, but yet may not work in practice. For example, a user may be designated to receive an activity. However, the privileges or role granted to the user may prevent the workflow rule from completing successfully. To help you in troubleshooting problems with workflow, the Workflow Monitor utility program is included with Microsoft CRM. Workflow Monitor can be run in real time. If a workflow rule pauses for any reason, you can analyze the problem. Workflow also generates entries in the event log, but, generally, you will be able to solve workflow problems more easily using the Workflow Monitor. Other problems on the Microsoft CRM server may be caused by IIS configurations. For example, you might have run IIS Lockdown on the server and chosen options that prevent the Microsoft CRM server from running correctly. If you suspect that the problems are caused by IIS, make sure that you increase the logging on IIS. You can also enable open database connectivity (ODBC) logging, allowing the log data from IIS to be 29-1
analyzed in Microsoft SQL Server. For information about the most common problems that affect IIS servers, see the Internet Information Services, (http://go.microsoft.com/fwlink/?LinkId=53240).
Exchange Server Troubleshooting

Exchange has extensive monitoring capabilities that should help you determine quickly whether it is the cause of a problem. You can log any Exchange service by right-clicking the server in Exchange System Manager, selecting Properties, and then selecting the Diagnostics Logging tab. The logging levels are: None. Only error messages are logged (the default setting on all the services). Minimum. Warning messages and error messages are logged. Medium. Informational, warning, and error messages are logged. Maximum. Troubleshooting (extra detail), informational, warning, and error messages are logged.
To help you troubleshoot problems with SMTP, increase the logging level on MSExchangeTransport or use the specific SMTP log. MSExchangeTransport information appears in the Application log of Event Viewer. You may find it helpful to use filters in Event Viewer so that you are viewing only warning and error events. Or you can use the Windows 2000 Resource Kit utility, elogdmp.exe, which lets you save the information from an Event Viewer log to a file for analysis. The specific SMTP log records information about the commands being sent and received by SMTP. This log is enabled as a property of the SMTP virtual server.
SQL Server Troubleshooting

Frequently, problems involving Microsoft SQL Server do not actually originate with SQL Server. For example, a problem with hardware or the network may prevent connectivity to SQL Server. Monitor SQL Server very carefully. Problems associated with SQL Server can have a dramatic effect on Microsoft CRM. Several tools are available to help you.
SQL Error Log and SQL Agent Log

Much information is stored in the SQL Error log and SQL Server Agent log. When you are analyzing a problem, the information held in the SQL Error log and SQL Server Agent log can be your key to resolving the issue. Use the date and time stamps in the logs to review the history of the problem. When did the SQL service start? How long did the start process take? Were any databases left in a suspect state? What kinds of messages were entered into the log? Is there anything in the log that correlates with the Event Viewer or other data source?
Review the processing time that led to the problem state.
SQLDiag.exe
To obtain a good idea of the current state of the computer running SQL Server, including current user information, DLL versions, configuration information, and database size information, you can run a utility named SQLDiag.exe. After this executable file runs, it leaves a file named SQLDiag.txt on the server that lists all the detailed information about the server that you might need. If you contact Microsoft Product Support Services (PSS) at some point, the information in this file will be useful to help solve the problem.
SQL Profiler
Another tool is the SQL Profiler. This tool captures information about a live database and analyzes that data for different events that might indicate a problem. However, if you capture many events in real time, you could 29-2
Chapter 29 Troubleshooting
actually make a problem worse by doing this. You should therefore use SQL Profiler only with caution, and initially only for a short time on a small number of events. If you are not sure, use SQL Profiler only when instructed to do this by Microsoft PSS.
Current Activity
Another useful tool that you should use is the Current Activity window, found in SQL Server Enterprise Manager. The Current Activity window displays a snapshot of information about processes, user activity, and locks held by processes and locks held on objects. Note that this window offers only a snapshot. If you are interested in the ongoing state of the server, you must update this snapshot regularly. You can use the Current Activity window to monitor blocked and blocking transactions. You can view currently connected users and their last executed statements. You can view all locks by database object. You can also end a selected process or send a message to the user who is running a problematic transaction. Remember that if you decide to end a process, there may be a lengthy rollback associated.
SP_WHO
There may be times when SQL Server Enterprise Manager cannot access your SQL Server, but a Query Analyzer session can. In these instances, the SP_WHO stored procedure can be used to discover information about current connection count and connection details.
Checking Connectivity to SQL Server

One of the most important parts of troubleshooting SQL Server problems is determining whether the problem is with the database, or connectivity to it. The following steps should help you: 1. Try connecting to the computer running SQL Server using a mechanism other than the data access layer employed by Microsoft CRM. This will confirm whether the computer running SQL Server is responding. If you cannot contact the server, the network or the DNS server may be the problem. If you can contact the server, but cannot open a Query Analyzer session with the server, the SQL Server service itself may be the problem. If you can open a Query Analyzer session with the server, the session should try to handle your application's connection request. When testing connectivity with Query Analyzer, make sure that you try to connect to the computer running SQL Server by using the same network library that your application uses. 2. Another possible problematic state is when your application succeeds in connecting to the computer running SQL Server, but cannot use the connection because of problematic client-side code. You can determine whether this is the case by opening SQL Server Enterprise Manager and selecting the computer running SQL Server, Management, Current Activity, and Process Info. If the Microsoft CRM server can be found in the Host column, and no other process on the Microsoft CRM server has access to SQL Server, you know the Microsoft CRM server has successfully connected to the computer running SQL Server. If you double-click the row with the correct "Host" value, you will be able to see "Last Transact-SQL command batch." This will show you what queries, if any, the Microsoft CRM server has tried to run against the computer running SQL Server. You may have to right-click Current Activity, and select Refresh to see the most recent query. 3. You can also confirm whether the Microsoft CRM server is sending queries to SQL Server by running SQL Profiler and filtering out all other hosts except the client. If there is evidence that queries are being sent to the computer running SQL Server, you do not have a connectivity problem. For more information about troubleshooting SQL Server problems, see Troubleshooting Overview, (http://go.microsoft.com/fwlink/?LinkId=53242).
Troubleshooting Running and Managing Reports

For information on troubleshooting running, printing, exporting, uploading, and downloading reports, as well as report performance issues, see the Troubleshooting section in online Help.
29-3
29-4
Chapter 30 Glossary
C H A P T E R
3 0
Microsoft CRM Glossary

The following terms are used in Microsoft CRM: Business Unit level A privilege level assigned to users that exposes record types in the user's business unit. Users at this level can perform actions on data and records that are assigned to the business unit in which they work. For example, if a user has "Business Unit Read Account" privileges, he or she can read all accounts in the local business unit. Users at the Business Unit level automatically have the User privilege level also. Configuration The topology of the system, that is, the type and number of servers and workstations, other hardware, such as printers, and the software that will be installed. Customization The ability to modify an application to meet the unique needs of a business. Microsoft CRM offers several levels of customization. For the purposes of this guide, customization refers to the options provided in Microsoft CRM applications and tools. Deployment The distribution of Microsoft CRM to an organization. Deployment Manager A set of system administrator tools for configuring the Microsoft CRM applications and servers. The tools are License Manager, Server Manager, and User Manager. Deployment Manager is installed during Microsoft CRM Setup. Gap Analysis The study of the differences between two different information systems or applications, frequently for determining how to get from one state to a new state. A gap is sometimes spoken of as "the space between where we are and where we want to be." Gap analysis is performed to bridge that space. Implementation The end-to-end process required for successfully planning, installing, and deploying Microsoft CRM software. An implementation includes several phases as discussed in the Planning Installation of Microsoft CRM section of this guide. License Manager A tool in Microsoft CRM Deployment Manager that system administrators use to add, delete, and view licenses installed for the current Microsoft CRM deployment. Microsoft CRM-Exchange E-Mail Router A software component that provides an interface between the Microsoft CRM system and Microsoft Exchange 2000 or Microsoft Exchange 2003. E-mail will come into the Microsoft CRM system through this router, which is installed on an organization's Exchange server. Organization level The privilege level with the most privileges. A user at the Organization level can perform an action on data and records anywhere throughout a deployment, regardless of which user or business unit the item is assigned to. Users at the Organization level automatically have Parent: Child Business Units, Business Unit, and User privilege levels also. Parent: Child Business Units level A privilege level assigned to a user that exposes record types in the user's business unit and all business units subordinate to the user's business unit. For example, if users have "Parent: Child Business Units Read Account" privileges, they can read all accounts in their business unit, as well as all accounts in any child business unit of their business unit. Users at the Parent: Child Business Units level automatically have Business Unit and User privilege levels also. 30-1
Reparent A privilege that can be assigned to a security role in Microsoft CRM that lets users assign a different parent to a record type in the system. Note that not all record types in Microsoft CRM can be parented. Schema Manager A tool in Microsoft CRM versions 1.0 and 1.2 Deployment Manager that system administrators use to add custom fields to customizable entities in Microsoft CRM. Server Manager A tool in Microsoft CRM Deployment Manager that system administrators use to enable and disable Microsoft CRM servers, and to change the Microsoft SQL Server, for example, if the server goes offline. User level The privilege level with the fewest privileges. Users at the User level can perform only actions on data and records that are directly assigned to them. For example, users with User privileges for "Contact Write" would be able to edit only a contact record that was assigned to them specifically. User Manager A tool in Microsoft CRM Deployment Manager that system administrators use to create new users in Microsoft CRM from users that already exist in Microsoft Windows Active Directory. Workflow Manager A Microsoft CRM tool that system administrators can use to create, customize, and edit workflow rules and rule templates, and sales process rules and rule templates. Workflow Monitor A Microsoft CRM tool that system administrators can use to determine the status of the workflow and sales processes in the organization. Workflow Rule A set of action steps that are enabled for a business process or sales process. Workflow rules determine the required activities for a workflow and the order in which those activities must be performed.
30-2

Microsoft CRM 3.0.5 Implementation Guide

Uploaded by

Document Information

Original Description:

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Microsoft CRM 3.0.5 Implementation Guide

Uploaded by

Copyright:

Available Formats

Implementation Guide

Microsoft CRM Editions

Microsoft CRM Features

Microsoft CRM 3.0 Implementation Guide

Microsoft CRM Components

What's New in Microsoft CRM 3.0

Microsoft CRM 3.0 Implementation Guide

New feature: Service scheduling

New feature: Marketing automation

Easier to find information

Online Communities and Support:

Microsoft CRM 3.0 Implementation Guide

Chapter 2 Business Management Using Microsoft CRM

Business Management Using Microsoft CRM

Tools for Business Management

Microsoft CRM 3.0 Implementation Guide

Key Planning Phase Tasks for Business Managers

Microsoft CRM 3.0 Implementation Guide

Key Development Phase Tasks for Business Managers

Key Deployment Phase Tasks for Business Managers

Key Post-Deployment Phase Tasks for Business Managers

Microsoft CRM 3.0 Implementation Guide

Chapter 3 Managing Implementation

Managing Implementation of Microsoft CRM

Tools for Project Management

Project Review Survey (.doc)

Microsoft CRM 3.0 Implementation Guide

Project status tools Tool

Change management tools Tool

Implementation Phases Overview

For a detailed task list, see Planning Phase Tasks.

For a detailed task list, see Development Phase Tasks.

Chapter 3 Managing Implementation

Planning Phase Tasks

Defining the scope of the project.

Identifying the implementation team

Microsoft CRM 3.0 Implementation Guide

Chapter 3 Managing Implementation

Analyzing your business processes

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

Microsoft CRM 3.0 Implementation Guide

If integration is required, prepare an initial integration plan.

Identifying optional components to include

Identifying hardware and software requirements

Determining data import requirements

Determining customization needs

Identifying training requirements

Chapter 3 Managing Implementation

Defining ongoing support and maintenance needs.

Microsoft CRM 3.0 Implementation Guide

Development Phase Tasks

Project manager tasks

Business manager tasks

Deployment Phase Tasks

Project manager tasks

Business manager tasks

Chapter 3 Managing Implementation

Post-Deployment Phase Tasks

Tips for Successful Implementations

Microsoft CRM 3.0 Implementation Guide

Chapter 4 Planning Installation

Planning Your Deployment

Microsoft CRM 3.0 Implementation Guide