1. CRM 3.0 What’s New in Microsoft CRM 3.0 – Technical

2. CRM 3.0 Agenda Upgrade Enhanced Installation Licensing Microsoft CRM 3.0 Small Business Edition Enhanced Administration

3. CRM 3.0 Upgrade

4. CRM 3.0 Overview Upgrade Process Features of the Upgrade Process Upgrade Failure

5. CRM 3.0 Upgrade Process Microsoft CRM Server Microsoft CRM Client for Outlook

6. CRM 3.0 Upgrade Process CRM v1.2 CRM v3.0 Platform Application Database Supported Customizations Rollbacks Language changes Upgrade Process Run 3.0 Setup Platform Application Database Supported Customizations Microsoft CRM Server

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

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

9. CRM 3.0 Features of the Upgrade Process Customizations made using methods documented in the Microsoft CRM SDK (including onChange event scripts) are mostly upgradeable. Some changes made to the Microsoft CRM Schema have required that certain changes be made to affected areas. Mostly these apply to customizations that involve Activities in Microsoft CRM 1.2 Any 1.2 supported customizations that cannot be supported by the upgrade process are documented in the Implementation Guide.

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

11. CRM 3.0 Server Upgrade Process – Review

12. CRM 3.0 Upgrade Failure Microsoft CRM Server upgrade process does not support server rollback Important to perform full backup of CRM Server(s) and CRM SQL Server! Backup process must include any system customizations that are not stored within the Microsoft CRM database. Customizations not stored in the database: ISV solutions ISV web services and DLLs non-CRM application websites

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

14. CRM 3.0 Data Migration Framework The Data Migration Framework consists of the following tools: Common Data Format (CDF) database (cdf_mscrm) A staging database for collecting the data for import into Microsoft CRM. The CDF database will be installed on the SQL Server used by your Microsoft CRM server. Microsoft CRM Data Migration Framework Wizard for Outlook Business Contact Manager (optional) A wizard which guides you through migrating data from Microsoft Outlook Business Contact Manager to Microsoft CRM. This wizard pulls data from your Outook Business Contact Manager, stores the data in the CDF database, maps the data to valid Microsoft CRM values, and then migrates it to Microsoft CRM. If selected, this wizard is installed on your Microsoft CRM server. Tools That Can Be Used to Migrate Data From Any Database to Microsoft CRM

15. CRM 3.0 Data Migration Framework

16. CRM 3.0 Review Upgrade Process Features of the Upgrade Process Upgrade Failure

17. CRM 3.0 Enhanced Installation

18. CRM 3.0 Overview Microsoft CRM Server 3.0 Installation Enhancements Minimum User Rights CRM Organizational Unit and Active Directory Microsoft CRM Server Installation

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

20. CRM 3.0 Microsoft CRM 3.0 Installation Enhancements Goals of the enhancements to the Microsoft CRM Server Setup program: Improve Reliability and Error Handling Simplify the install process Intuitive enough not to require a full study of the Implementation Guide Easy in-place upgrade

21. CRM 3.0 Minimum User Rights Required for Installation Environmental Diagnostic Wizard Simplified Setup for the Small Business Edition Microsoft CRM Registration Support for Active/Passive SQL Server Clustering Independent CRM Website Installation Rollback and Repair Simplified Active Directory Integration Microsoft CRM Server 3.0 Some Key Installation Features in Microsoft CRM 3.0

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

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

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

25. CRM 3.0 Microsoft CRM Server Installation Steps Professional Edition Installation Steps 1. License code information 2. End User License Agreement (EULA) 3. Install required components 4. Specify the CRM organization name 5. Select CEI Opt-in option 6. Select installation location 7. Web Site 8. Select SQL Server 9. Specify SQL Server Reporting Services Server 10. Select the AD Organizational Unit

26. CRM 3.0 Microsoft CRM Server Installation Steps Professional Edition Installation Steps 11. Specify the security account for the CRM Services 12. Exchange Server Settings 13. System Requirements and the Environmental Diagnostic Wizard 14. Ready to install the application 15. Installing Microsoft CRM Server Professional Edition

27. CRM 3.0 Environmental Diagnostic Wizard

28. CRM 3.0 Environmental Diagnostic Wizard Pass - Environment meets the requirement Example – SQL server exist and all the services are running Warning – Some manual action might be required but it will not cause the setup to fail Example – specified folder is not empty and setup might write over it Error – Setup cannot continue successfully without addressing the issue Example – SQL Server Agent Service is not running

29. CRM 3.0 Unattended Installation Use the command line to install Microsoft CRM Server Microsoft CRM Client for Outlook Microsoft CRM-Exchange E-mail Router with command line parameters and XML configuration file: (Setup.exe [/?] [/Q] [/OEM] [/InstallAlways] [/L [drive:][[path] logfilename.log]] [/config [drive:] [[path] configfilename.xml]] [/repair] [/uninstall] )

30. CRM 3.0 Review Microsoft CRM Server 3.0 Installation Enhancements Minimum User Rights CRM Organizational Unit and Active Directory Microsoft CRM Server Installation

31. CRM 3.0 Licensing

32. CRM 3.0 Overview Microsoft CRM 3.0 Licensing Model Microsoft CRM 3.0 Licensing

33. CRM 3.0 Microsoft CRM 3.0 Licensing Model Uses the same Microsoft Personal Identification (PID) licensing system used by all other Microsoft products. PID replaces the Microsoft ® Business Solutions – Great Plains ® licensing model used in earlier releases of CRM. Organizations must determine the number of user licenses they have to purchase, and at what user count increments

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

35. CRM 3.0 Server License Determines whether the Microsoft CRM Server software can be installed. Similar to server license keys for Microsoft ® SQL Server ® and Microsoft ® Exchange. The Microsoft CRM Server Setup program requires that a server license key is entered. The same server license can be used on multiple CRM servers within a deployment. A server license has a zero user license count, unless it is a bundled license. Two types of Server licenses: Professional Edition Small Business Edition

36. CRM 3.0 User License Determines how many users can access the CRM Server. Does not determine whether the user can install CRM Server. In fact, a user license key will not work if the key to install the CRM Server is used, even though the user and server license numbers look very similar. As long as a server license is entered during the CRM Server set up, one or more user licenses can be entered at the same time. Three types of User licenses: 1 user license 5 user license 20 user license Are additive, that is, if multiple keys are entered, CRM accumulates the total number of user licenses from each key to determine the total license count available for use.

37. CRM 3.0 Bundled Licenses Ordinarily server licenses do not have a user count associated with them. The exception to this is when the server license is a bundled license. An organization that purchases a bundled license receives just one license key. A bundled license key is recognized as both the server and user license. The key contains information for both the CRM Server as well as a 5 user license. Additional client licenses can be purchased and used along with a bundled license in a CRM deployment.

38. CRM 3.0 CRM 3.0 External Connector (EC) A new license that enables customers to affordably extend CRM to their external users, such as their customers and partners Allows an unlimited number of external users access on a per server basis Example: If 3 servers support external access, 3 external connector licenses are required Alternative is for every external user to acquire a CAL “External Users” means users that are not either your or your affiliates’ employees, or your affiliates’ contractors or agents

39. CRM 3.0 Customer Scenarios Create new activities in CRM, such as a case Update information in CRM, such as contact information Partner Scenarios Fill orders, or update case status: Independent contractors who install DSL service CRM Internet Customer’s Intranet Domain External Users Optional Windows Authentication CRM External Access Scenarios Web interface or VPN

40. CRM 3.0 CRM 3.0 External Connector Licensing Users not eligible to use the External Connector, regardless of degree of use: All internal users External users acting in an internal capacity External users who use CRM Outlook or Web client CRM External Connector is a license It is not a product, so customers will need to build a portal or use an ISV solution If external scenarios integrate with other MS products such as SQL, Sharepoint, and Windows Server, external connectors are also required for these products

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

42. CRM 3.0 Review Microsoft CRM 3.0 Licensing Model Microsoft CRM 3.0 Licensing

43. CRM 3.0 Microsoft CRM 3.0 Small Business Edition

44. CRM 3.0 Overview Microsoft CRM 3.0 Small Business Edition Unique SBE Functionality Ease of Installation

45. CRM 3.0 Microsoft CRM 3.0 Small Business Edition Designed to provide a complete Microsoft CRM solution for small businesses with a focus on: ease of installation reduced total cost of ownership. Supports a maximum of 75 users Deploying previous versions was a challenge for small organizations These organizations had difficulties becoming productive

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

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

48. CRM 3.0

49. Ease of Installation Professional Edition Installation Steps Small Business Edition Installation Steps 1. License code information 2. End User License Agreement (EULA) 3. Install required components 4. Specify the CRM organization name 5. Select CEI Opt-in option 6. Select installation location 7. Web Site 8. Select SQL Server 9. Specify SQL Server Reporting Services Server 10. Select the AD Organizational Unit

50. CRM 3.0 Ease of Installation Professional Edition Installation Steps Small Business Edition Installation Steps 11. Specify the security account for the CRM Services 12. Exchange Server Settings 13. System Requirements and the Environmental Diagnostic Wizard 6. System Requirements and the Environmental Diagnostic Wizard 14. Ready to install the application 7. Ready to install the application 15. Installing Microsoft CRM Server Professional Edition 8. Installing Microsoft CRM Server Small Business Edition

52. CRM 3.0 Microsoft CRM Small Business Edition Installation CRM Server Exchange Email Router SBE Install Wizard.MSI File

53. CRM 3.0 Review Microsoft CRM 3.0 Small Business Edition Unique SBE Functionality Ease of Installation

54. CRM 3.0 Enhanced Administration

55. CRM 3.0 Overview Administrator License User Licenses

56. CRM 3.0 Administrator License Provides one or more users with access to administrative functionality. Cannot be used by organizations as a free user account that can perform every Microsoft CRM function.

57. CRM 3.0 Features of the Administrator License The Administrator License is provided free of charge; that is, it does not count against the total license counts. There is no limit on the number of user accounts that can be assigned an Administrator License. Microsoft CRM unassigns the user license of any user that is assigned an Administrator License. If an Administrator License is removed from a user account, the user is automatically assigned a user license (assuming one is available; otherwise, the user account is disabled).

58. CRM 3.0 Features of the Administrator License Users assigned the Administrator License can only access the Settings and Customization functionality within Microsoft CRM. If a user who is assigned the Administrator License is also assigned a security role, the privileges provided by the role are ignored in favor of the privileges provided by the Administrator License. A user assigned the Administrator License should not be confused with a normal user account that is assigned the System Administrator role. Users assigned a System Administrator role can access the entire CRM application. However, users assigned the Administrator License can only access the Settings and Customization functionality. The user account that runs the Microsoft CRM Server Setup program is automatically assigned an Administrator License.

59. CRM 3.0 User Licenses In earlier versions of Microsoft CRM, the System Administrator had to assign a user license to each user account. Non-licensed users could not access Microsoft CRM. Process was sometimes problematic, especially when a user was disabled because the user’s license was not automatically unassigned from their account. This lead to some confusion regarding who was licensed and whose license was available for assignment to another user.

60. CRM 3.0

61. Changes to User Licenses in Microsoft CRM 3.0 User licenses are no longer manually assigned to user accounts. When a user account is created and user licenses are available, the status of the user account is set to Enabled and the user is automatically assigned a license. When a user account is created and there are no user licenses available, the status of the user account is set to Disabled and no license is assigned to the account. A disabled user cannot access Microsoft CRM.

62. CRM 3.0 Changes to User Licenses in Microsoft CRM 3.0 When a disabled user is enabled, a user license is automatically assigned to the account. When an enabled user is disabled, the user license is automatically unassigned from the account and the user can no longer access Microsoft CRM.

63. CRM 3.0 Review Administrator License User Licenses

64. CRM 3.0 Q & A

65. CRM 3.0