MS CRM Users: The Support Department

Time for Graphics, Easy Graphics from Dynamics CRM with Excel PowerBI

Major Update: My deepest thanks to David Hurtado for sharing these slides with me, for letting me share them with the world and for supporting all of his peers inside at Microsoft via the Microsoft Yammer Network (Yammer rocks).

What is incredible about this presentation is that putting the PowerPoint together took or takes longer than helping your customers understand how easy it is to use PowerBI and Dynamics CRM.

So Start Here:

Pull up your favorite View such as a view of all your bubbling opportunities

View Data in CRM - 1

Now confirm your view has account information

View Opportunity data in CRM 2

Choose to Export this View of Data to Microsoft Excel (not the only way to do this, but a familiar way)

Export Data to Excel 3

Now Open the Excel Workbook by clicking Open

Open Excel File 4

Have you noticed this new feature in Microsoft Excel?

  Map Excel Data 5
Now Select your locations

Select Location you want to use 6

And Use your Date Fields as Time Dimensions

Use data fields as time dimensions 8


Press Play 9

And Play, and play and play ... with visual immersion into your data

Developer? New to Microsoft Dynamics CRM?

Many years ago when I was trying to ramp up on all things Microsoft Dynamics CRM, I started with the What's new features. I took each feature and mastered it and moved to the next. We also had a great need to depend on books and externally provided information. Needless to say one reason I wrote a book.

Today is Different.

Today developers new to Microsoft Dynamics CRM are lucky to have the Microsoft Dynamics CRM Developer Center.

If you have not visited, check it out!

Azure + Microsoft Dynamics CRM : Partner Options and Love

Oh Partners and IT Department Leads:

Is it time that your little data center gets an injection of extreme power and versatility? What about adding to your customers CRM Online experience?

Check out this great blog post on CRM Online + Azure

Deleting a CRM Online Development or Sandbox Instance

So you ramped up a development instance, used it heavily, crammed a bunch of testing into it and now you want a clean fresh start. The following is how you delete a development or sandbox instance of CRM Online.


Switch or delete an instance of CRM Online


Switch an instance


Delete an instance

Are you a Microsoft Dynamics CRM Customer? Do you know about Customer Source?

If you have not tapped into Microsoft Customer Source (provided by Microsoft) and some of the incredible resources in the community then you might want to dip your toes into the CRM User Groups offerings, by signing up for a trial and watching the presentation "Getting the Most out of Microsoft Customer Source"

Where is CustomerSource, Right Here!

Where is the CRM User Group?

Security: Microsoft Dynamics CRM gets even more security options

Dynamics CRM 2015 Hierarchical Security

There is so much depth to Microsoft Dynamics CRM Security that it is amazing that they can add more and yet, more has been added. A great post is available on all the new options which you can reach using the link above.

27018: Cloud Trust - Learn More about this Differentiator at Microsoft

Microsoft Dynamics CRM Online conforms to ISO/IEC 27018, the only international set of privacy controls in the cloud

Microsoft is the first major cloud provider to be independently verified as having  adopted ISO/IEC 27018, the world's first international cloud privacy standard. The adoption of ISO/IEC 27018 by Dynamics CRM Online is part of a broader commitment from Microsoft to protecting the privacy of our customers, as described in a Microsoft on the Issues post from Brad Smith, General Counsel and Executive Vice President. In addition to Microsoft Azure, Office 365 and Microsoft Intune have adopted ISO/IEC 27018."

Microsoft Social Listening has MORPHED into Microsoft Social Engagement

They started with Microsoft Social Listening (MSL), empowering one user at a time to embrace and filter through all the social noise using technology! Empowering users to leverage more data to get their individual goals met and offering more depth of functionality both with and without Microsoft Dynamics CRM.

NOW there is MORE! Now MSL has morphed into Microsoft Social Engagement where you can do more than just listen.  MSL Matured into more features, more interaction and more user power.

So if you have been waiting for the bleeding edge to stop bleeding and you are ready to empower your users with more than just an e-mail system and more than a robust customer relationship system then start dipping your toes into the water with the Microsoft Social Engagement tool (MSE).

You can take a GUIDED Tour Here!  

Even More Dynamics Love on Youtube and Facebook! #MSDYNCRM

The new CRM page is live on YouTube and Facebook.

You can access the YouTube page here:

The Facebook App can be accessed directly at:

    New Dynamics CRM YouTube Channel

    The new CRM page is live on YouTube and Facebook. This will enable better discovery of the video assets being created for the releases.

     You can access the YouTube page here:


    The Facebook App can be accessed directly at:

    Get Ready for the Microsoft Dynamics CRM FALL release! #msdyncrm

    Press Release:      


    Bob Stutz’s Blog:


    Customer Center Get Ready Page:

    Keeping up with Dynamics CRM Versions

    Keeping up with the incredible Microsoft Dynamics CRM versions in the old days was hard enough, but now the team is  updating and releasing at an even faster pace. 


    • If you don't like something, enter a CONNECT request and you might be surprised sooner than you think or VOTE on one already submitted.


    • Competition: There information is probably outdated, ask multiple sources. Also make sure you include an experienced servcies provider in your conversations. The Field Service teams at Microsoft and at Partners configure and extend past most all objections.


    • You need to make sure to plan on staying current.
    • You need to interrupt the versioning.

    These Resources can help

     The Dynamics CRM in the Field Blog

    The Microsoft Dynamics CRM Team Blog


    What is an Entity? #msdyncrm

    What is a Microsoft Dynamics CRM Entity?

    Think first about a table within a database and then add more. A entity in CRM is one focal point of data including a set of fields, a set of views, a set of forms, a set of relationships and more.

    An  entity includes an unlimited number of system views that display the data in a spreadsheet like format. Views can also include related data.

    An entity includes an unlimited number of data entry forms, although many rollouts have one form per entity. A form is a set of fields laid out in a manner that allows easy data entry. Forms can be tied to security roles.

    An entity  includes relationships to other entities. For instance you have an Account entity that has a relationship to a contact entity and this relationship is one account to many contacts. You can also have different types of relationships including One to Many, Many to One, and Many to Many.

    An entity includes Charts. A chart is a graphical representation of the data that is contained in the entity and it's related entities. Charts can also be filtered and displayed based on the views.

    An entity includes system messages that can be configured.

    An entity can be named or renamed to represent the specific needs of a business. Take for instance Account, the Account entity can be renamed to be Company, Corporation, Building, Farm, Sign, Hospital, Department, Office and more.

    New entities can be created to meet the demands of many different types of businesses and data tracking.  

    Dynamics CRM 2011 Rollup 13 has been released

    There are some great posts summarizing this wonderful development effort of updates, features, fixes and new!

    Bullets of Interest



    Links for More

    A day in the life of the Outlook Client

    Microsoft Dynamics CRM comes with a number of extras and one of those powerful extras is the Microsoft Dynamics CRM Outlook Client.  (free to all Microsoft Dynamics CRM users)

    Not only can you access the entire Dynamics CRM system from within Outlook, but the Outlook Client and the Microsoft Outlook software share information between their data storage systems.

    Choices, Choices, Choices to leverage all the powerful functionality of Outlook 2013 on data from Microsoft Dynamics CRM or leverage all the powerful functionality of Microsoft Dynamics CRM on e-mail, contacts, tasks and appointments and outlook functionality which possibly drives your daily life.

    You can run Dynamics CRM without the Outlook Client, but the Outlook client offers you even more features and functionality.

    Here are a few of the key ones

    • Track E-mail that you receive and respond to in Outlook against the contact's account (or case, or contact record or opportunity or, ... ) in Dynamics CRM, sharing this with your team


    • Complete a task in Dynamics CRM by checking off the task in the Outlook task list


    • Use Word Mail Merge to use Dynamics CRM data in letters and word documents or even word templated reports


    • Take your data offline when there is no internet access for the Outlook Client gives users the ability to take a all or a subset of data “offline”


    What are your favorite features of the Outlook Client? Colors, Categories, appointment tracking?


    Convergence: It is that time of year again! #CONV2013

    I won't be at Convergence this year, but I wanted to go ahead and share some getting the most out of the event tips and tricks. because Convergence isn't just about great sessions and learning, but it is also about


    1)      Networking

    2)      Meeting the Third Party Providers and ISVs who partner with Microsoft on Dynamics CRM
    and add value add

    3)      Meeting the Microsoft CRM Support Team and technical resources (bring your questions)

    4)      Meeting the Microsoft CRM Developers and development team (there are new faces to watch for)

    5)      Meeting other Microsoft team members

    6)      Communicating with other CRM users (Look for CRMUG)

    7)      Listening and learning from Authors, Field Experts and great consultants


    So In my many years going to and presenting at Convergence I offer you the following



    1)  Know which sessions you want to go to before you go and have a backup option
    (sometimes sessions are sold out)

    2)  Know who the speakers are: Ask or search the net or read their blogs, being great at what you know doesn't mean you are a great speaker. Look for both!

    3) Use Twitter during the conference to keep up with the live session buzz and to connect with other CRM tweeters. My guess is the tweet tag will be #conv2013 or #conv13

    4) Know the level of the session: They can range from 100 to 400 and have a lot to do
    with presenter and audience. Convergence has both sales sessions to show what is new and deep technical sessions to get you up to speed fast so you have to know how to pick them.

    5) Go to the parties and don’t stay at one. Roam from one party to the next and check out the culture, the mood, the tone, the side talks, the buzz

    6) Talk to Strangers

    7) Eat with people you don’t know and when you sit down, talk to them

    8) Make time to visit the bookstore (even if to just see what CRM books are available)

    9) Make time to visit the booths (I have had more great technical talks with CEOs at
    trade shows than anywhere else)

    10)  Go to some non-CRM Sessions such as Office, SharePoint and BI – products that work
    great together with CRM

    11) Go to some business sessions – they have some incredible leaders presenting on
    leadership, change management, etc. Many are well recognized business book
    writers. (loved hearing Malcolm Gladwell a few years back)

    12)  Setup a Meet the Expert Connect session and have a one on one with a developer,
    business leader, or other resource. A few years back I met with the development team working on a key feature in the newest version of CRM. What a blast to get their perspective.

    13)  Attend the Pre-Convergence CRMUG Day, the sessions are smaller and the content incredible.

    14) Bring business cards, share your business cards, collect business cards AND schedule time when you get home to follow up. Not just the week after, but again two weeks after and a again after 2 months, etc. Networking is about meeting and then building relationships that offer win/win value to both people.

    15) Share what you know! Evaluations make a HUGE Difference in the world of Microsoft. Peer to Peer sharing makes a HUGE difference in the success of Dynamics CRM.

    16) Attend the last session of the day and the event. Those speakers are sometimes the best, because they draw out the day.


    Social Tips

    1) It is New Orleans! Get up on the balcony and share the fun of throwing beads at people.

    2) Plan to eat incredible food.

    3) Don't plan on sleeping too much, but don't burn up all the brain cells so you don't have time to learn.



    To the SQL Guru Audience - Can I write directly to the Microsoft Dynamics CRM SQL Database?

    If I had a dollar for every time the following question was asked in the field I could.. ! Well here is a much better response then a flat No and my thanks to Steven Vlaanderen Oldenzeel from Microsoft PFE for sharing!

    Can I write directly to the Microsoft Dynamics CRM SQL Database? 

    1. We will support everything you would do when you are using the CRM application layer.
    2. For CRM users we do NOT allow direct SQL Server connections, except for excel touching filtered views (but the user might not even know how this technically works).
    3. For a DBA, CRM Consultants and other technicians, we will allow anything you do on the SQL Server directly (maintenance, indexes, select statements), but we cannot support it, but your SQL team can support it. This means, test it first and document it properly!
    4.  We will NOT allow direct data inserts or updates at all. Do this via the CRM application layer and do not bypass the CRM Security model. This also counts for writing SP’s, Triggers, Functions directly on SQL. Please use Workflows and Plugins.


    Case Sensitive Searching

    Thanks to David Fronk at Dynamics Methods for sharing a quick little trick for changing a field to be set to Case Sensitive. Now before I share this tip be aware that it is NOT supported by microsoft so what this means is that a Rollup, A SQL Server Update, a Upgrade or any other quick little patch might disable this feature.

    This tip was also shared in the heavy v4.0 Days of CRM so when it comes to SQL 2008 R2 you might have to updated the steps.

    Now on that note here is the link to David's quick checklist for setting the Case Sensitive Flag.  


    The Benefits of User Groups

    The Summary from the Southern New England Customer Relationship Management User Group meeting (Microsoft Dynamics CRM User Group - Regional Meeting)

    June's SNECRMUG Meeting Summary

    Boston once again managed to get the best of me (traffic, late to meeting), BUT  I still made it to the Southern New England CRM User group meeting in time to hear the better part of the first presentation and all of the second and third presentation.

    I, unfortunately, missed the introductions so if you were there I look forward to seeing you in July or September! Still it also reinforced what a great option it is to have more than one great leader helping to organize and coordinate (Thanks Pat!)

    The meeting started out with a presentation by Edgewater Technology on the great new charts, graphs and visual display and reporting options in Microsoft Dynamics CRM v2011.  What constantly amazes me is that reporting techniques used in the v1.2, 2.0 and 3.0 days still get a viewing and offer value, as well as all the new cool stuff in Dynamics CRM 2011. Never stop learning just because there is a new version around the corner is a GREAT motto to remember when it comes to Dynamics CRM.

    The second presentation had me doing some wows! One of the Gold Certified ISVs, experlogix, showed their highly visual addition to Dynamics CRM. Products, Quotes and Orders will never be the same for me again. This product not only added break down to a very grandular bundling level but it also includes all with product pictures and built in workflow. Jeff showed the process of ordering a fish tank and with each decision the visual choices followed business rules in such a way that if you picked something such as a piranha  for your fish tank, it will mark the other fish as not an option. Who wants dead fish!

    The last presentation was done by a Customer. Lojack did not do the standard presentation around how sales features are used which although is definitely interesting is not as interesting to those who have seen that type of presentation before. They actualy stepped it up and did a great presentation on how the inner workings of customer service get value out of Dynamics CRM. No PowerPoint, just look this is what we do!  They also offered some technology wow with some of the new things that LoJack is offering such as alerts when your "key" is not with your car when it is moving. Hey, I would want an alert on that as soon as possible! Text anyone?  What was fun was some of the stories about unusually things that can occur when offering these new offerings.

    An extra thanks to experlogix for sponsoring lunch and to Edgewater Technology and LoJack for presenting!!

    Too Busy to Travel? Decisions 2011 is coming to your desk (FREE)

    Over the last couple of years I have participated in the MSDynamicsWorld Decisions conference and the first year it was pretty cool, but a little light by the second year the speakers and vendors were really starting to get the format and now VIRTUAL CONFERENCES are well just hot. (Hey, just checking out the technology is cool)

    Yes, the world is noisy, people are busy - but given that Decisions 2011 has one full day packed with great CRM Speakers I am helping to spread the world. Last year I heard and shifted my perspective when listening to a talk on Dynamics CRM and the marketing features (how to really leverage what is there) and this year who knows what I will learn.

    SO Mark your calendars as June 17th is CRMDAY!

    CRM Day 

    and for those of you also working with the other products within the Microsoft Dynamics Family you might be interested in these virtual conference days as well.

  • June 14 - AX Day 
  • June 15 - GP Day 
  • June 16 - NAV Day 

  • Swimming in the MS CRM 2011 Ocean

    I was going to say lake, or pond but it is way too big for that. I spent the weekend working hard on adding to all of the great Dynamics CRM 1.2, 3.0 and 4.0 knowledge.

    First and foremost it is such a joy that there is almost nothing that I have to painfully have to throw away. All the great features within CRM v4.0 are enhanced and expanded and then they added more functionality and more power. All while simplifying the concepts so that the developers have easy tools to bundly (Solutions) and the users have power to personalize (Charts and Forms)

    What more can a passionate CRMLady ask for!

    Key areas that I have been working with, you ask?

    The new Service module has been injected with more TEAM power. You can now share cases using key techniques like "working on" and team ownership.

    The Knowledge Base has a number of new enhancements which PowerObjects has done a nice job of quickly summarizing here.

    The Relationships functionality has matured and a new concept, "Connections" is introduced.

    and lastly as much as an entity is an entity is an entity, the entity concept now has a long list of sister components organized in a nice list for mastery such as Option sets, Connection Roles, Templates, Security Profiles, web resources and more.

    April 5th: xRM/CRM User Group Southern New England Meetup

    xRM/CRM User Group Southern New England Meetup 

    Join us for the next meeting of the CRMUG New England Regional Chapter on Tuesday, April 5, 2011 at the Corner Pocket Billiards & Grill, Johnston, RI from 4 to 7 pm. This will be an informal connect with other CRM customers with topics to include: "Getting the Most Out of Convergence" & "Upgrading - Why? and When?". Please register no later than Friday, April 1st!

    Meeting Date & Time: Tuesday, April 5, 2011, 4 to 7 pm

    Discussion Topics: 

    • Getting the most out of Convergence 2011
    • Upgrading - Why? and When?

    Audience: All CRM users are welcome to attend, regardless of whether they have joined CRMUG. Partners should be accompanied by a customer. Partners should bear in mind that the objective of Regional Chapters is to exchange knowledge and Dynamics CRM experience. Partner personnel should possess deep CRM expertise and refrain from sales activities.

    About CRMUG Regional Chapters: Regional Chapters enhance your membership in CRMUG by offering face-to-face interaction and knowledge-sharing with other Microsoft Dynamics CRM users in your region. By having meetings centrally located within your region, users from all job roles and levels in your company can participate by only driving a short distance. All job roles are welcome: • Customer Service • Sales • Information Technology Join us so you can optimize the functionality, flexibility, performance and return on investment offered by CRM—and get better results from your CRM implementation back home. Feel free to invite CRM colleagues and other users within the region. For more information about CRMUG, visit

    Event Type

    Regional Chapter

    Location Details

    Corner Pocket Billiards & Grill Phone: 401-383-9889 1428 Hartford Avenue Johnston RI USA 02919

    Rollup Sweet Sixteen (CRM v4)

    The Microsoft Dynamics CRM development team has released CRM v4.0 Rollup 16 and not only have they managed to resolve some of the issues reported from the field, they have also fine tuned some of the existing features. (it is amazing what a team of programmers writing code every day can create in 8 weeks) Particularly given there are change control processes, testing processes, QC, Builds, Deploys and more to pull together.

    Key Areas

    1. The Deployment Manager and Importing an Org
    2. Performance (around deployment manager)
    3. IE 9 Support
    4. Appointments and Synchronization

    Do you have feedback?

    • Have you installed the latest rollup?   
    • Did it fix an issue you reported?
    • Did it cause other issues?
    • Did it add some new bling? or a feature you discovered?

    Share your comments !

    Convergence and The CRM 2011 Service Module

    Convergence is just around the corner and one of the key presentations I am involved in is totally focused on the Microsoft Dynamics CRM Service Module!

    How are organizations using the Service Module of Microsoft Dynamics CRM 2011?  

    • Increasing Service Efficiency
    • Organizing Incredible Case Routing
    • Managing Alerts
    • Controlling and distributing volume
    • Filtering Knowledge with the Knowledge Base
    • Historical View of the “Customer” issues
    • Management Analysis On Volume, For Resource allocation, On Common Issues requiring a bigger picture solution

    and much more!

    In addition to core key knowledge I am also going to make sure we get a ton of audience sharing happening. So nail down those logistics and get your questions ready for the developers who are going to be on stage with me! We are prepping for the best event yet!


    Thoughts on Convergence 2011 in Atlanta

    If you work with any of the Microsoft Dynamics products or if you are just thinking about jumping onto the xRM/CRM bandwagon then you will want spend some time thinking or rethinking about attending Convergence 2011 in Atlanta!

    Microsoft Convergence is one of the largest Microsoft shows in North America and as such it draws a large number of cool people from a wide variety of vendors and from Microsoft. I love just having a chance to sit down for 15 minutes or so with a number of different partner contacts, support staff, guru field experts and even the people who happen to sit next to me at breakfast. There are so many fascinating minds at work in this world!

    Additionally although some of the presentations can be a bit too marketing oriented (the last couple of years have shown huge improvement in this area), there are even more that are totally intense field feedback packed. Not to mention that many of the speakers come right from the front line.

    Realize that this year the EXPO hall at Convergence was sold out way in advance. Welcome back buzzing economy! AND the conference attendence is so full that Microsoft marketing doesn't have to do much so don't expect any extra motivation from your local Microsoft Rep!

    Here are my top 5 tips for getting the most out of Convergence 2011 AND if you are going to be in Atlanta watch for me!

    1) Spend the time to setup meetings in advanced. These can be a quick lunch, a specific breakfast table or an agreement to go to selected sessions together. Meet with people you don't know!  A lot can be accomplished in those first 15 minutes before a presentation starts.

    2) Line up your agenda now, but give yourself choices. One of the morning sessions might influence which session you pick in the afternoon.

    3) Know the speakers and pick the speaker that is going to offer you the content at the level you are interested in. This could be highly technical, a mix of business and technical, 101 or case studies.

    4) Make time to visit the Expo Room so you can connect and learn about all the incredible third party offerings. Many of the people in the booths are GREAT contacts to know from CEOs, to developers to passionate CRM gurus.

    5) Attend DAYOne sponsored by CRMUG and supported by xRMVirtual. It is a great way to warm up, ask questions, find out how the week will unfold and meet some of the people who spend a significant amount of their time helping the community and learning from answering CRM specific questions.

    6) Follow the TWEETs on the event so you know where things are happening and what you don't want to miss. The tweets let you find out about unpublished events and can give you access to Convergence experienced feedback minute by minute. #CONV11

    Now jump on over and get those logistics nailed down before it is too late!

    CRM Industry News and Cloud Debates

    Lauren Carlson, a CRM Market analyst over at The Software Advice blog, recently shared a number of new videos that some of you might be interested in.

    The first I watched is an up close and personal interview with Brad Wilson answering the question

    "What percentage of [CRM] customers choose the Cloud?"

    To watch the full video click here !

    A few interesting points from the video and from my thoughts for debate.

    1) The cloud offers smaller customers the option of an instantly available application without any of the server installation or support requirements.

    2) The cloud offers larger customers the option of an instantly available application without being queued up in the often over loaded information services department list of tasks.

    3) If you pick the cloud and want to switch to OnPremise, the Microsoft Dynamics CRM code base is the same for both environments, making a switch in the future an option.

    4) .NET extensions and plugin options are not (easily) available in the cloud. If you want to extend Dynamics CRM beyond the power of Customization and simple workflows, you potentially need OnPremise.

    5) Smaller customers often need as much power (or more) as larger customers when it comes to traditional CRM. Relationship building and management of prospects and support handling and management of customers. Why? Because they have fewer people with more titles and responsibilities. CRM can greatly supplement human resource time constraints.

    6) Microsoft Dynamics CRM Online does offer a bit more out of the box marketing functionality (web lead capture, different analytics), but the OnPremise ISVs in this arena really kick some tail. If you need advanced marketing features, such as click through analytics, then there are additional variables to consider.

    7) Data matters, Security matters:  but who has better security? A professional hosting company whose reputation and business is on the line every day when it comes to their business model or your computer room or data center where the network administrator (s) live? The debate and history shows an even 50/50.  There are weaknesses in both arenas

    To summarize the perfect CRM environment is different for each customer as each comes with positives and negatives, so I have to give Microsoft kudos for choice.

    Despite the overhead of keeping two offerings current and defined (and yes there are significant overhead costs), Microsoft made the right choice in giving customers options.

    These include Microsoft's Dynamics CRM Online, partner hosted Dynamics CRM and the OnPremise "customer hosted" Dynamics CRM.

    Not only did they give customers the option of choice, they also give customers the option of changing their mind.     

    Tips from the Field: Configuring Outlook

    I love it when partners step it up and share key tips that make their Microsoft Dynamics CRM clients happy. Today on the PowerObject's blog "JoeCRM" wrote up a really nice post about empowering users in the task of configuring Outlook to get even more out of the embedded Dynamics CRM functionality.

    One extra point to bring to everyone's attention. You can quickly find URLs within Dynamics CRM for any number of pages so if you have a favorite specific account that you want to link to directly you can do it.

    Open the Account, Select Actions, Select copy shortcut (you can now paste this shortcut into a new outlook shortcut property)


    The Training Difference between CRM and XRM

    Now that everyone is grumbling about how much there is to learn about Microsoft Dynamics xRM it is time to separate the difference between CRM and XRM.

    Microsoft Dynamics CRM can be thought of as an application that sits on top of the Microsoft Dynamics XRM platform. It appropriately stands for Microsoft Dynamics Customer Relationship Management.

    Learning to USEMicrosoft Dynamics CRM is generally not very difficult. If you hire a new staff member and show them around your Dynamics CRM system they quickly realize that it is very similar to the Microsoft Office products. They get a few new folders in Outlook, They learn the difference between a View and a Form and they can immediately get their job done.

    As they learn your business and their new job they might expand into doing more. It is no different than mastering Microsoft Word (including growing into the advanced features) or learning Microsoft Excel (and growing into the advanced features)

    Is training recommended for the user? Personally I like training when it comes to increasing efficiency and reduced human grumbling.

    The human brain is creative and you never know what direction it will go, so training helps to set the right path and the right direction. Additionally many times training is 50% or even 70%  about your business processes with a swirl of how to use the software. So it is an excuse to reinforce best practices in process and there are never enough chances to do that so grab it when staff are open and egar to listen. 

    Training or No Training?

    It is true that there are some incredible technical resources in the world and most of these technical resources have taught themselves a good bit of technology. Perhaps they learned one or two development languages in school and then the other five they have mastered on our own.

    Or they might know five or six or 15 different applications so what is another application. A word processor is a word processor is a word processor or a spreadsheet, is a spreadsheet, is a spreadsheet.  AND for some CRM applications I can even say that a Contact management system is a contact management system


    Now let's talk about Microsoft Dynamics CRM

    Microsoft Dynamics CRM is a new tool and platform!Yes, it is written in .NET so one could argue if you know .NET then you can teach yourself Microsoft Dynamics CRM. Alas some have tried, many have failed - a few were open minded enough to have success, and some that have failed are still tripping over their own feet and not admitting their failures, but there is more as follows:

    1) Dynamics CRM is built in a manner to enforce standard development practices on the XRM platform. Do you know those standard practices? Every MS CRM deployment can be unique and Microsoft had to come up with a way to both honor the uniqueness and not tick off all their customers when they ship rollup updates and major upgrades. (they figured it out)

    2) The Dynamics CRM MS SQL databases are well .. they are not a SQL developers vanilla databases(even for the most advanced SQL guru). They have security built into them and leverage filtered views. Do you know how the filtered views work and why they are the way they are?

    3) The application is server side and client side code. Development methodologies need to change so that individual developers can do server side coding and have the option to do client side coding as needed.

    4) Team Collaboration when extending Dynamics CRM is unique. Have you learned how to do team programming on the XRM platform? You most likely do not want to be changing, refactoring, deleting and moving around attributes in multiple locations to be pulled together in one place. Key word here is that the XML customization file is additive.

    5) Infrastructure, Infrastructure, Infrastructure:When CRM 1.2 was released it took myself and a guru infrastructure guy 7 hours to install. Now in the world of v4.0 much of that is wizard driven and the time is much, much more reasonable. BUT DO you know what those wizards are doing? Particularly so you don't change something and break the world. I have seen a lot of newbie and oldbie infrastructure mistakes (and I don't tend to play in the infrastructure world).

    6) Windows Server, SQL Server, MS SQL Express, Outlook, WSS and MOSS, Office Communicator, and the MS CRM Application footprint.They are all involved when talking about a single instance of Microsoft Dynamics CRM (ok SharePoint and MS SQL Express and Outlook are semi optional) Now what do you think happens when you have a multi-tenant environment with multiple domains and trees? There is a reason that the Installation manual is inches thick and there are  specific EXAMs for MSCRM infrastructure only.

    7) Speaking of Exams on MS CRM- Microsoft has at least five different exams for Microsoft Dynamics CRM which I can think of off the top of my head. These include Infrastructure and Installation, the Application, Configuration and Customization, Extending and Solution development methodology. If you take and pass all those exams they also have master level exams. 

    So if you LOVE to read then there is a TON of material to read in the exam manuals; however there is even more. A wealth of books all coming at the CRM and the XRM platform from different perspectives.  

    Do realize that the cutting edge guru, guru Microsoft Dynamics CRM guys (and gals) are not spending time on their CRM developer toolkit (a must have and most likely you will have to build resource), nor are they worried about their library of code snippets that they can always tap into (code used for the other 100+ projects built on XRM they have rolled out), the master level CRM gurus are leveraging tools like Silverlight to make Microsoft Dynamics CRM sing and dance.

    So back to the question at hand. Should I teach myself Microsoft Dynamics CRM? or should I ramp up with some of the well known field experts so I can start thinking CRM sooner, get to the fun stuff faster and avoid the deep scar tissue that many have from trying things and getting burned.

    I highly recommend training from well regarded, highly referenced Microsoft Dynamics CRM trainers. I also recommend a continued training mindset. There are not a lot great resources out there, but they are out there so do your homework AND if you have had training from someone really good (or really bad) then please share your experience.


    Learning to Think CRM

    You are a new customer to Microsoft Dynamics CRM and one of your first questions might be "How do I get started?" and "What training resources are available to me?" 

    The Top 7 8 New Customer Resources

    1) Microsoft Partner of Record: Never under estimate the power of working with your Partner of record. Microsoft Dynamics CRM partners have been there and many times done that and they have a variety of resources available including consulting services, training options, white papers, and relationships to key contacts both at Microsoft and within the ISV (add-on applications) community. I might also add that if your partner of record isn't working out you do have the power of choice. Invest in a win/win relationship.

    2) Books: There are now a number of books available which provide a solid foundation of knowledge. These can be found at your local and online bookstores. For the developers search on the following authors: Mike Synder, Jim Stegner and David Yack and for the users the Microsoft Step by Step book and you can get a good primer and start from my book "Teach yourself Microsoft Dynamics CRM in 24 hours"  

    3) User Groups: There are two great user groups providing some awesome recorded and live training sessions. The XRM User group has a focus on the people working with, developing in, extending and customizing Microsoft Dynamics CRM and the CRM User Group has a focus on leveraging the CRM features of the software to their highest potential. CRMUG additionally has some special interest groups based on industry and both XRMUG and CRMUG have local chapters.

    4) Blogs: I follow about 60 blogs (all on Microsoft Dynamics CRM) and I know there are more that I am most likely missing. I have a couple of favorites when it comes to a user focus and the first is Richard Knudson's Dynamics CRM Trickbag blog. Richard is a Microsoft Dynamics CRM trainer and as such his blog is packed with learning CRM resources. The second is the Microsoft Dynamics CRM Team blog which is a great place to search for answers.

    5) Dynamics CRM Forums: In the Dynamics CRM forums you can post a question and you will get a variety of answers. No questions is to basic!  There are forums for all the different audiences using and working with Dynamics CRM. My personal tip: When working with the forums make sure you post your question in the right forum to the right audience. For instance if you have a question about sales process then you might not want to post that in the developer forum.

    6) Twitter, LinkedIN and Facebook: On Twitter Search on #MSCRM and you will immediately feel the buzz. If you are not tweeting or if you are just getting into twitter then choose to follow one or two of the consultants in the field and feel free to post your own questions using the #MSCRM tag. On LinkedIn and Facebook (Jim Glass, Guru CRM Community Liasion) has some awesome Dynamics CRM Groups where people from all over the world share information.

    7) Microsoft Dynamics CustomerSource: CustomerSource is a benefit of your service contract and is managed by Microsoft Business Solutions.

    8) Don't Forget the resources within the third party software vendors (ISV's): The Independent Software Vendors writing solutions on top of Microsoft Dynamics CRM have a TON of educated and trained resources. Talk to them, invite them in to do a presentation and ask them about the Dynamics CRM way of life.

    Learn to Think CRM

    IE Tabbed Browsing, Defaults from Shortcuts and CRM considerations

    To set Internet Explorer  to open a NEW instance of IE in a NEW window do this:

    1. Open the Control Panel or from the Tools menu inside IE access the Internet Options
    2. Click on the Advanced tab.
    3. Look for the following question "Reuse Windows for Launching Shortcuts (when tabbed browsing is off)" under Browsing
    4. Uncheck the box

    Note: You have to turn off tabs feature for this to matter (of note this also applies to those using older versions of IE that do not have tabbed browsing functionality)

    Tabbed Browsing


    In his continued awesome way, Richard Knudson writes up and shares a nice post on Form-Scripting in Microsoft Dynamics CRM. What is he referring to with regards to Form Scripting?

    "placing JavaScript code behind the onLoad and onSave form events, and behind the onChange event of any field on a form"

    but he also takes it one step further and describes alternatives to this little technique and yes, there are many times when the alternatives are the better choice.

    Read the Full Post


    Dynamics CRM doesn't have an HTML Editor BUT

    Dynamics CRM doesn't have an HTML Editor BUT that does not mean you can't do HTML e-mails.

    Customer Effective has posted a nice little link on some of the steps they have used to make both HTML an dpictures display correct. Here is the beginning of their post with a link to read more.

    "May 12, 2010

    Getting User's to Love their CRM

    The following is such a great thought, concept and quote that I had to share it! So many people think adoption is all about usability, but there are so many other factors that come into play and often take a much higher priority in the grand scheme of things!!

    Richard Boardman, a guru CRM expert and consultant out of the UK sums it up beautifully

    "Putting aside my belief that actually there has been very little change in the usability of CRM software in the last 10 years, ease of use is only one piece in the user adoption puzzle, and it doesn’t matter how easy to use you make software, it doesn’t mean it will be used. The following are the bits that I believe make up the bigger picture" Read More


    Enterprise Architecture: New Article on R7 Outlook Synchronization

    The Nuts and Bolts article Outlook Synchronization in Microsoft Dynamics CRM 4.0, which is available for download from the Microsoft Download Center:

    Outlook synchronization enables Outlook users to view Dynamics CRM information, including contacts, tasks, phone calls, letters, faxes, appointments, and e-mails, within the Outlook interface. This document describes the client synchronization process that is associated with Update Rollup 7 for Microsoft Dynamics CRM 4.0 or later (for on-premise deployments) and with Microsoft Dynamics CRM Online November 2009 Service Update or later (for online deployments).

    Feature of the Week: System Jobs

    If you are a "CRM Administrator" have you looked at your System Jobs recently? Now for all those working on various projects ... Have you checked out the System Jobs in your development environments?

    Choose SETTINGS

    Choose SYSTEM JOBS

    Immediately you will see a list of various information regarding various "system jobs" that might have run or might be "waiting".

    Make particular note of the items in the waiting state. Do you know what they are waiting for? Should they really be waiting? Do they need to be cancelled?

    Next Question: Are you managing your system job log? Has it been purged lately?

    Did you know that Duplicate Detection is a System Job?


    Have you thought about the use of Queues? Sometimes a feature within a software package is so unique that it hints of being a major deal to implement. This means more training, change (everyone's favorite subject) and risk. Yes, change does bring risk.

    Still Queues (despite the descriptive and yet fancy name) are a powerful feature that is not necessarily that hard to get your head around.

    You can define a Queue in Settings, Business Administration, Queue. You give it a name, an e-mail address and assign it to a Business Unit.

    You can add things to a Queue by assigning an Activity or sending an e-mail to the e-mail address you setup when you created the Queue.

    How do you get things out of the Queue?

    You open the Queue via Service, Queues, Select the Queue.

    You then grab an item you want to work on by picking an item from the list and pressing the ACCEPT button.

    Did I loose you yet?

    Queues have three sections. The main bucket of things to do, the In Progress Bucket and the Assigned Bucket.

    If you are not using Queue's but you really have activities that can be assigned to a line as opposed to always the same person perhaps it is worth reading up on them a bit more. The above pretty much sums up the basics.


    IDERA has a great set of SQL Tools which allow the client to backup the CRM SQL Database with encryption and compression. Speed gain is huge. They also have a set of AUDITING tools that AUDIT each person and each touch to data within the SQL Database (a big requested item for various levels of compliance)

    Other tools include SQL optimization, defragmentation and performance. 

    The Knowledge Base

    Microsoft Dynamics CRM has a fairly detailed system around capturing and tracking knowledge base articles and knowledge in general; however, when talking about this feature in the field I have found people want to "upload" a word document or who might not want to "change".

    The key with the Dynamics CRM KBA is that you have a process for filtering good "will be useful for a long time" knowledge from "every bit of detail" that might cross a support person's desk.

    The product wants a human to think about what they are putting into the KBA and the product has a "draft, review and publish"  feature for management as well.

    I have found that even at the smallest firms this systematic approach can increase their ability to offer high quality and extremely efficient support. After just a few months, junior resources can look to the KBA as opposed to using up valuable human bandwidth when they are first researching a problem and as  any of us who have managed a support department know, 80% of all questions are redundant.

    Teach your team to share what they know will be asked again with a simple process and let the noise go.  Then teach your resources to leverage  the internal Search tools.

    The Process:

    From Microsoft Dynamics CRM,

    Choose Service,

    Choose Knowledge Base,

    Create a new Item

    1. Create a title

    2. Add some key words

    3. Type the "Question" or "Problem Addressed"

    4. Cut and Paste in the solution (most likely from an e-mail that you already sent to the client)

    Total Time = 5 minutes

    It is all habit, good management and process

    Using Snail Mail and Dynamics CRM to Communicate with clients

    Yesterday I used advanced find to create a filtered list of a subset of our clients. I then realized that I really only wanted to send a letter to a selected few of these and as such I quickly used CNTRL click to highlight each of the Accounts I was interested in.

    Using the menu item on the Outlook client, CRM Mail Merge, I proceeded to create a new letter in Microsoft Word which merged in key account and contact information.

    Wow, that was easy and one of the tasks on my todo list was completed.

    For more information on utlizing Microsoft Dynamics CRM mail merge click here or Here is more. 


    The tracking of tasks, activities, parts, and a variety of offerings is a core offering within Dynamics CRM. This core feature does not necessarily have to be classified as a sales function, service function or marketing function. This core need to "track" is a deep embedded need met by Relationship Management Software and met extremely well with Microsoft Dynamics Customer Relationship Management Software.

    If you take your thoughts to another level realize that Microsoft Dynamics CRM also synchronizes the internal task list (open activities) with Outlook tasks so those key items that you personally need to get done and track, click right in.

    Check off a task in Outlook, and it completes the activity in CRM. This completed activity (task in this case) becomes part of that specific client and/or user's historical record.

    Now if Tasks are Activities why is Microsoft Dynamics CRM not using the term task? They do use the word task (as a category of Activity) An ACTIVITY can be a task or it can also be a phone call, an appointment, a service call or an e-mail.

    Business Process

    Dynamics CRM has a very deep offering around support and yet it definitely needs to be bundled with some thought. Each and every support department has a specific style. Some departments are very pro-active calling and anticipating every need with regards to services and others are reactive. Customers call and the immediate crisis of the day needs to be solved AND tracked. You also have departments which are a mix of both.

    For the pro-active services the Microsoft Dynamcis CRM Scheduling functionality is a life saver. What I have seen however is a frustration because companies do not realize that they need to take time to originally configure it. This includes adding what services will be scheduled, who will be scheduled, what each person's working calendar looks like and more. You see if you setup an individuals calendar than the scheduling module can prevent that person from being scheduled in conflict or during time when an individual is not in the office. On the other hand if you do not take the time to learn about the scheduling component or if you try to hack through the setup in 10 minutes then you just generate confusion and misunderstanding.

    When it comes to scheduling take a few extra minutes to read a chapter or set aside some time during your install to only focus on utilization of the scheduling component. 

    When it comes to reactive support the most common question is how do I capture time? For any given ticket that is created you can have a long list of activities that you perform. Time is captured on the activity record. The activity record has a start time and an end time and a duration time field.

    If you do not want to use activities or if you do not want to use tickets (both are optional) then these are business process thoughts. Decide on your business process with a knowledgable CRM resource. You can then move forward quickly with utilizing Dynamics CRM to capture and track not only all the activities associated with any given ticket/case but also all the time invested.