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MB2-715 Microsoft Dynamics 365 Customer Engagement Online
Deployment
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Contents Getting Started ........................................................................................................................................ 4
Overview ............................................................................................................................................. 4
Accessing Microsoft Dynamics D365 Online ....................................................................................... 4
Requirements ...................................................................................................................................... 4
Licensing Plans .................................................................................................................................... 5
Plan a deployment .............................................................................................................................. 6
Import Data ......................................................................................................................................... 6
Manage Online Subscriptions ................................................................................................................. 7
Sign-up for a Subscription ................................................................................................................... 7
Manage users ...................................................................................................................................... 7
User account synchronization ............................................................................................................. 7
Microsoft Online Services administrator roles ................................................................................... 8
Manage Online Instances ........................................................................................................................ 8
Overview of Instances ......................................................................................................................... 8
Administer instances ........................................................................................................................... 9
Working with Tenants ......................................................................................................................... 9
Manage Storage ................................................................................................................................ 10
Manage Administrative Email Notifications ..................................................................................... 10
Manage D365 Online Updates .............................................................................................................. 10
Update Policy .................................................................................................................................... 10
Customer Driven Upgrade Process ................................................................................................... 10
Integration with other Microsoft Online Business Solutions ................................................................ 10
Exchange Online ................................................................................................................................ 11
SharePoint Online ............................................................................................................................. 11
OneDrive for Business ....................................................................................................................... 11
OneNote ............................................................................................................................................ 11
Microsoft Social Engagement ........................................................................................................... 12
Skype for Business and Skype ........................................................................................................... 12
Yammer ............................................................................................................................................. 12
Office 365 Groups ............................................................................................................................. 12
Office Delve ....................................................................................................................................... 13
Managing Microsoft Dynamics 365 Apps ............................................................................................. 13
Introduction to My Apps ................................................................................................................... 13
App Designer ..................................................................................................................................... 13
AppSource ......................................................................................................................................... 14
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Overview of PowerApps.................................................................................................................... 14
Microsoft Dynamics 365 integration with Microsoft Outlook .............................................................. 14
Overview of Dynamics 365 for Outlook ............................................................................................ 14
Configure Dynamics 365 for Outlook ................................................................................................ 14
Synchronization fields ....................................................................................................................... 15
Dynamics 365 App for Outlook ......................................................................................................... 15
Configuring and Manage Mobile Devices ............................................................................................. 15
Mobile Device Apps .......................................................................................................................... 15
Configure Entities for Mobile ............................................................................................................ 16
Email Management ............................................................................................................................... 16
Email Tracking and Correlation ......................................................................................................... 16
Mailbox Monitoring .......................................................................................................................... 16
Synchronization Methods ................................................................................................................. 17
Mailbox Records ............................................................................................................................... 17
Server-Side Synchronization ................................................................................................................. 17
Overview ........................................................................................................................................... 17
Configure Server-side Synchronization ............................................................................................. 18
Set up a Forward Mailbox ................................................................................................................. 18
Test Email Configuration ................................................................................................................... 19
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Getting Started
Overview D365 is a cloud-based offering of CRM & ERP solutions provided by Microsoft
The licensing is a subscription-based model with a monthly recurring fee per user
Managed via Office 365 platform
Also available in On Premise and partner hosted (also subscription-based model)
Accessing Microsoft Dynamics D365 Online No installation
o Web browser
Apps to Install o Microsoft Dynamics 365 for Outlook o Microsoft Dynamics 365 for phones express o Microsoft Dynamics 365 for phones o Microsoft Dynamics 365 for tablets
Portals, Custom, or third-party o Custom applications and portals
Requirements Web browser requirements (Windows OS)
o Windows 7: IE 10/11, Firefox (Last Publicly Release), Chrome (LPR) o Windows 8: IE 10, Firefox (Last Publicly Release), Chrome (LPR) o Windows 8.1: IE 11, Firefox (Last Publicly Release), Chrome (LPR) o Windows 10: IE 11, Edge, Firefox (Last Publicly Release), Chrome (LPR)
Web browser requirements (Other OS) o Android 10 Tablet: Chrome (LPR) o Mac OS X 10.8/10.9/10.10: Safari (LPR) o Apple iPad: Safari (LPR)
Web client requirements o Minimum requirements include 1.9 gigahertz dual core processor, 2 gigabytes of
RAM, and a super VGA monitor with a resolution of 1024 by 768 o Recommended requirements bump the process to 3.3 gigahertz and the memory to
4 gigabytes or more
Microsoft Dynamics 365 for Outlook (Traditional Outlook Client) o Windows 7 SP1, Windows 8/8.1, Windows 10 o Office 2010, 2013, 2015 o IE 10/11
Dynamics 365 for Phones o IOS 8.1 and above (App) o Android 4.4/5.0/6.0 (App) o Windows Phone 8.1/10 (App) o Others: D365 can be accessed through mobile browser)
Dynamics 365for Tablets o Windows 8 or later (App)
1GB of Memory o Apple (App)
iPad IOS 7/8/9/10 Third generation or later
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9’’ or larger screen
Android (App) o 7’’ or larger screen o Samsung Galaxy Tab 4 and S running Android 4.4 o Samsung Galaxy Tab 3 running Android 4.2.2 o Samsung Galaxy Note 10 running Android 4.3 o Google Nexus 10 running Android 4.2/4.4/ 5.0 o Asus Transformer Pack Infinity TF-700 running Android 4.2 o Others: D365 can be accessed through mobile browser but some features will not be
available using a browser in the tablet Paint and Zoom, Yammer, reports, customizations or editors, system
settings, advanced find, process dialogs, Skype For Business presence, adding attachments to notes, entities that use Classic Form
For latest requirements access to updated documentation: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/web-application-requirements https://docs.microsoft.com/en-us/dynamics365/customer-engagement/mobile-app/support-phones-tablets
Licensing Plans Business edition
o Optimized for 10-250 employees o Financials o Sales & Marketing o Cloud only o 300 seat maximum
Enterprise edition o Optimized for 250+ employees o Comprises CRM & AX o Online/On Premise o 20 user minimum on AX (no CRM minimum)
Light users o Team Members
Tier pricing
Full users o Apps o Plans
Plan 1 / Plan 2 (Plan 1 + Operations) Tier pricing All apps will leverage same tenant and infrastructure 1 Prod, 1 Sandbox, 1 Portal instances 10GB (plus 5GB per 20 Full Users) Dual Use Rights Named Users / Devices
Users licenses allow to use any devices
Devices licenses allow any number of individuals to access using the same device
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Plan a deployment Considerations
Consider who will be in the project team (Technical/Non-technical)
Will be a partner used?
SureStep Evolved methodology available for partners
Import Data Ways to import data
o Import Data Wizard Simple scenarios
o Programmatically using the SDK Will require development
o Third party tools o Data Loader Service
Cloud based service for moving data between files and D365 Online Part of LifeCycle Services for Dynamics Available as preview feature for North America Q1 2016
CRM 2011 On Premise and later can use the On-Premise to Online Conversion Service (private preview only)
o CRM database will be uploaded into a staging area in Microsoft Azure, where checks will be run to insure the customer organization is in a supported state before getting customizations, configuration data, and entity data migrated to Dynamics 365
Cannot restore database from On-Premise version
Planning the import o Consider how much legacy data to bring to D365 o Do not underestimate time to export, process and import data o When will be legacy data be cleansed?
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o Some records require special considerations (quotes con only be imported in a draft status for instance)
Manage Online Subscriptions
Sign-up for a Subscription D365 Online Subscriptions are managed through Microsoft Online Services
You can buy a subscription: o In the O365 Admin Portal o Converting a 30-day trial a paid subscription o Using a Volume Licensing agreement o Office 365 is not required to purchase D365 Online
To cancel a subscription contact billing support o Cancellation fees can be applied / Fees are waived if migrating to On-Premise o Data will be deleted 30 days after cancellation
To migrate to On-Premise contact technical support to arrange an export of DBA
Add-ons are purchased in the O365 Admin center
Additional products such as Flow and support are added as new subscriptions but additional instances and storage are added to an existing D365 subscription
Manage users D365 users are managed in O365
To add a user: Create an account for the user, add a D365 license to the user account, assign security role(s) to the D365 user
Enable and disabling a user is performed in the O365 portal (not in D365)
Users can not be deleted
Users can be marked as non-interactive o Can be used for programmatic access to D365 o Do not require a license o Five non-interactive user can be created per instance
User account synchronization Users of D365 Online must have O365 accounts. These are different from accounts used on
company network
To reduce account administration: o Synchronize Active Directory with O365
User logs on to their on-premise environment using domain\user User logs on O365 using [email protected] Synchronization keeps the user credentials the same in both environments
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https://docs.microsoft.com/en-us/azure/active-directory/connect/active-directory-aadconnectsync-implement-password-synchronization
o Use Active Directory Federation Services (ADFS) A single account (AD) is used for on-premise network and O365 User logs on to their on-premise environment using domain\user For O365 user is logged in automatically (SSO) or logs using domain\user
https://msdn.microsoft.com/en-gb/library/gg334502.aspx
Microsoft Online Services administrator roles Online Services administrator roles apply to management of subscriptions (not D365)
Administrative roles: o Global Administrator o Customized Administrator
Billing Admin Exchange Admin Password Admin Service Admin SharePoint Admin User Management Admin
O365 Global Admins/Service Admins are added to D365 with System Administrator role
A D365 Online license is not used or required
Administrative access gives access only the Settings area
Manage Online Instances
Overview of Instances An instance is a D365 database (organization in D365 On-Premise)
Tenant: an account created in Microsoft Online Services when signing up for a subscription
Subscription: the D365 licenses and add-ons included in a purchase or trial
Instance: A D365 database or organization within a subscription
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Instance can be for Production or Non-Production (Sandbox) purpose
Instance properties o Name o URL o Purpose (for reference, it’s displayed only in the O365 Admin Portal) o Instance Type (Production/Sandbox) o Security Group (determines which users have access to an instance, if a group is not
specified all users with D365 licenses are added to the instance)
Administer instances Actions that can be performed on instances
o Switch From Production to Sandbox / Sandbox to Production Depends on available licenses
o Reset This deletes the instances and creates a new one (all data is deleted) Only Sandbox instanced can be reseted (delete all data)
o Delete Sandbox instances can be deleted Storage and license become available
o Administration Mode Sandbox instances only Only System Administrator or System Customizer role can sign in Background operations can be disabled
o Copy Any instance can be copied to a sandbox instance Full copy includes all data, users and customizations Minimal copy includes user and customizations The copy instance is place in Administration Mode automatically
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/manage-online-instances
Working with Tenants A tenant can include 50 production and 75 non-production instances
Each instance has its own SQL Server Database
A licensed CRM Online User can be given access to any instance associated with the tenant
A tenant is bound to a geographical region o By default, all instances are created in the same region as the tenant o On request, the ability to create instances in other regions can be granted
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Multiple tenant o Consider this scenario for differing geographical or departmental needs o Each tenant is managed separately o Licensed users can only access instances in the same tenant o Licenses and subscriptions cannot be shared o A tenant can only be federated with one on-premises AD
Manage Storage Each subscription has a storage limit that applies across all instances
Notifications are sent when the limit is reached and at a threshold (80%)
If the limit is reached new records cannot be created
Manage Administrative Email Notifications Service email notifications are sent to D365 administrators
Additional recipients can be added at the instance level
Manage D365 Online Updates
Update Policy New features are delivered for Dynamics 365 twice a year
Customers are not required to take all updates
Updates will not be applied unless a customer approves it for each instance
Customers may skip updates depending on the version of the instance
At some stage, it will become mandatory to update an instance
After an update is scheduled, emails are going to be send prior, during and after the update https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/manage-updates
Customer Driven Upgrade Process Updates are approved at the instance level
It’s possible to approve or reschedule updates using the D365 Online Administration Center
Consider using a Sandbox instance first to test that everything is working after the update
Skipping updates in some scenarios is possible (not recommended though)
Integration with other Microsoft Online Business Solutions
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Exchange Online Provides mailboxes for users and can be used with D365
Emails created in D365 can be sent via Exchange using one of Server-side Synchronization or CRM for Outlook
Synchronization methods o Incoming
None Microsoft Dynamics 365 for Office Outlook Server-Side Synchronization or Email Router Forward Mailbox
o Outgoing None Microsoft Dynamics 365 for Office Outlook Server-Side Synchronization or Email Router
Server-Side Synchronization o Folder Level Tracking
Automatically track emails inside an Exchange folder No additional clients installation required Available in all mail apps on all devices Full flexibility Great use with Exchange rules Folders user inbox 25 rules max
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/server-side-synchronization
SharePoint Online Provides document, content, intranet and extranet management and search capabilities
Can be integrated with D365 to show document management within D365 records
D365 integrates with SharePoint via Server-to-server integration
Hybrid combinations are supported (Online/On Promises) https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/set-up-dynamics-365-online-to-use-sharepoint-online
OneDrive for Business Store, synchronize, and share work files (1TB of cloud space is included)
Files stored in OneDrive are by default private but can be shared (SharePoint documents are always shared)
Can be linked with D365 and can be synchronized with user’s computer using desktop app
Available in D365 (Online and On-Premise), server-based SharePoint integration and one O365 license per user is required
Files are shown in the Document Associated grid
It can be controlled using security roles https://www.microsoft.com/en-us/dynamics/crm-customer-center/use-onedrive-for-business-to-
manage-your-private-documents.aspx
OneNote Is used to capture ad hoc notes which can be typed or hand drawn
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OneNote notebooks can be associated with D365 records
OneNote notebooks are stored in SharePoint
Server-based SharePoint integration must be enabled
Document management and OneNote integration enable per entity
Does not replace D365 notes https://www.microsoft.com/en-us/dynamics/crm-customer-center/set-up-onenote-integration-in-dynamics-365.aspx
Microsoft Social Engagement Cloud-based system for collecting data from social media websites
Can be used on its own or integrated with D365 (both Online and On-Premise)
Include data in D365 using dashboards or forms (Social Insight controls)
You must have a subscription from Social Engagement and assign licenses to users https://docs.microsoft.com/en-us/dynamics365/customer-engagement/social-
engagement/integrate-social-engagement-dynamics-365
Skype for Business and Skype D365 integrates with Skype and Skype for Business
Telephone numbers can be clicked to start a call
Only one of Skype or Skype for Business can be configured per instance https://technet.microsoft.com/en-us/library/hh699721.aspx
Yammer Cloud-based service that provides a private social network for organizations
Can be integrated with D365 Online/On-Premise
Yammer enterprise licenses are required to integrate with D365 (free version is not supported)
Replaces activity feeds if integrated with D365 https://technet.microsoft.com/en-us/library/dn850385.aspx
Office 365 Groups
Shared workspaces for collaboration between Office 365 users and include inboxes, calendars, and file storage
Groups can be integrated with D365 to provide collaboration between Office 365 users that don't use D365 and D365 users
The integration is provided by a D365 solution that must be installed from the Office 365 administrative portal
Requirements include: o D365 o Exchange mailbox for each user
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o Server-based SharePoint integration must be enabled for viewing documents https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/deploy-office-365-groups
Office Delve Is part of Office 365
Search content in Word, Excel, OneNote, SharePoint sites and elsewhere in Office 365
Can be shown in D365 via a dashboard component
Does not search for content in D365
An Office 365 subscription is required. No additional licenses are required
Not available for On-Premise deployments
Requires server-based SharePoint integration and Office Graph integration https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/enable-office-delve
Managing Microsoft Dynamics 365 Apps
Introduction to My Apps Why?
o Monolithic UI: As the customization grows, the UI gets complex for end users o Customizer can limit what users through roles but users can still see virtually
everything when having multiple roles
Provides the ability to create and consume simple task based apps
Concept to modularize UI constructs & provide a filtered view of the full application
Customizer are able to define what’s visible to the end user and how they will consume and work with the full application
App is another solution enabled entity o Supports full solution infrastructure
Apps are modeled through the App Designer
An App has its own SiteMap
An App references and filters dashboard, forms, views, charts and BPF
An App can be associated to one or more security roles
Each App has a URL
Only supported on Web Client
App Designer App designer
o Why? Users want access to simple solutions designed to accomplish specific
business functions Audiences designing apps have expanded beyond the customizer App designing experience needs to be simple, visual and contextual
o Key capabilities Visually rich experience to add existing and create new artifcacsts Tile based view of artifacts Launch designers for Dashboard/BPF/Form to modify artifacts App Validation capabilities Type ahead search for artifacts Design time and runtime experience supported for Web Client
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Sitemap designer o Brand new WYSISWYG integrated sitemap designer o Design site maps for apps, and customize the existing default site map alike o Highly performant, easy to use, drag-n-drop interface with instant publishing o Visually rich experience to add, edit, rearrange and delete tiles
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/design-custom-business-apps-using-app-designer
AppSource AppSource is a site that allows organizations to find the right app for the right business need
Free / Fee-based solutions
Overview of PowerApps PowerApps are a no-code way to build basic mobile and web-based business apps that run
on mobile devices
These apps can then be shared with other team members within minutes
Out of the box, PowerApps will allow you to connect to services like Office 365, Dynamics 365, OneDrive, SharePoint, and SQL Server
Microsoft Dynamics 365 integration with Microsoft Outlook
Overview of Dynamics 365 for Outlook Is installed on a computer with Outlook
Access D365 data and features from within Outlook
Track emails, task, appointments and contacts
Use D365 email templates
Work with D365 data offline
Requirements o Windows 7 SP1/8/8.1/10 o Windows Server 2012 and 2012 R2 Remote Desktop Services o Outlook 2010/2013/2016 (x64 client is only supported by x64 Office) o IE 10/11
Deployment methods o Manual installation o Manually using the command line o Download link in web application o Group policy o Microsoft System Center Configuration Manager o Remote Desktop o Third party tools for software installation
Configure Dynamics 365 for Outlook To track emails and perform synchronization, email address in Outlook must match D365
user’s email address
D365 for Outlook can display information from multiple D365 organizations
Only one organization can be the synchronization organization
For non-synchronization organizations o Going offline is not available
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o There is no synchronization with Outlook
Offline capability can be installed with the connector or later
With offline mode, all processing is performed on the user’s computer
Changes to records are stored in a local SQL Server Express database
When going online, a synchronization process updates the server database
To keep the local database size small, only records specified to be available offline by data filters
Users can change filters.
Synchronization fields Starting in CRM 2015 administrators can configure the fields that are synchronized
Works with Outlook client synchronization and Server Side Sync (NO Email Router)
Custom fields cannot be added to the synchronization fields
Attachments to appointments can also be synchronized
Synchronization can be one-way, two-way or none
Applies to Appointment, Contract, Fax, Letter, Phone Call, Recurring Appointment, Service Activity and Task
Dynamics 365 App for Outlook Instead of being installed and loaded inside of Microsoft Outlook, this app is installed on the
server side and requires no installation of any client
load times and overall performance are tremendously improved
Support hybrid scenarios (Online/On-Premise)
Track and create new activities
Display Contact, Leads and D365 Users found in emails o Add unknown recipients to D365
Display regarding record summary
Support custom entities
Supports Knowledge Base Articles, sales literature and D365 email templates https://docs.microsoft.com/en-us/dynamics365/customer-engagement/outlook-app/dynamics-365-app-outlook-user-s-guide
Configuring and Manage Mobile Devices
Mobile Device Apps Apps
o Dynamics 365 for phones o Dynamics 365 for phones express o Dynamics 365 for tablets
Offline working o Recently viewed records are cached and can be viewed but not edited o New records can be created while offline as drafts o Drafts can be edited before going online o Some restrictions can’t edit existing records, can’t link a draft record to another
draft o Drafts are not available in Dynamics 365 for Phones Express
Security Privileges o Users must have “CRM for mobile” privilege to use CRM for Phones o Users must have “CRM for phones express” privilege to use CRM for Phones Express
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Configure Entities for Mobile All custom entities can be enabled for all mobile apps
For Dynamics 365 for phones/tablets entities can optionally be made read only
Many system entities are enabled (can be disabled)
Some system entities are not enabled and cannot be enabled
Dynamics 365 for phones/tablets uses Main for type
Dynamics 365 for phones express uses the Mobile – Express form
Components such as tabs, sections and fields can be hidden from CRM for phones o Does not apply for D365 for Tablets
More than one dashboard can be enabled for Dynamics 365 for phones/ tablets
Email Management
Email Tracking and Correlation
Emails can be manually or automatically created in D365 (tracking)
Emails also con be liked to relevant D365 records (correlation) o Using email headers (Use Correlation) o Smart Matching (Uses subject and recipients) o Tracking Token (Uses string on end of subject line)
User Options for Automatic Tracking
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/email-message-filtering-correlation
Mailbox Monitoring Individual mailbox (user/queues) monitoring
Forward mailbox monitoring o Recommended for larger organizations o Must configure a forwarding role for the user or queue mailbox
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/forward-mailbox-vs-individual-mailboxes
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Synchronization Methods Incoming
o None o D365 for Outlook o Server-Side Synchronization or Email Router o Forwards Mailbox
Outgoing o None o D365 for Outlook o Server-Side Synchronization or Email Router
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/set-incoming-outgoing-email-synchronization
Mailbox Records Each user has an associated mailbox records
o Contains synchronization method and server profile (only apply to Server-Side Sync)
Any changes to the email address for a user/queue must be approved o Only applies to users/queues configured to use Email Router or Server-Side Sync o “Approve Email Addresses for Users or Queues” privilege o Can be disabled separately for users and queues
Server-Side Synchronization
Overview Server-side synchronization processes to emails to and from D365
Runs as part of the asynchronous service in D365
Nothing to install – ideal for D365 Online
Can synchronize appointments, contacts and task
Can be used with: o D365 Online and Exchange Online o D365 On-Premises and Exchange On-Premises o Connecting D365 Online with Exchange Online in a different tenant is not supported o D365 Online with Exchange On-Premises
Exchange 2010 SP3/2013 SP1/2016 https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/server-side-synchronization
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Configure Server-side Synchronization Set the email processing method
Configure mailbox records
Create a forward mailbox record
Configure one or more server profile o When using D365 Online and Exchange Online server profile is created automatically
Uses the Server to Server (S2S) protocol Eliminates the need to specify email credentials
o When using Exchange On-Premises you must create a server profile Incoming and outgoing Exchange servers or use Auto Discovery How to authenticate with the Exchange server Additional performance settings
o Can create profiles for POP3 and SMTP servers o Credentials for D365 On-Premises
o D365 Online only option is to specify user name and password for an impersonation
account
Add mailbox records to a server profile
Test and enable mailboxes
Encryption connections are required o Exchange On-Premises server must user the HTTPS protocol (TLS, SSL) o D365 On-Premises HTTPS must be used for the D365 website
Otherwise saving email credentials is not allowed Requirement for HTTPS can be disabled using PowerShell
o D365 Online always use HTPS
Configuring Hybrid Scenario o Supported Exchange version o Enable basic authentication (Exchange) o Configure an account with impersonation role o SSL certificates o Enable auto discovery (recommended, not mandatory) o Test the connection to Exchange from outside company network o Create an email server profile
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/set-up-server-side-synchronization-of-email-appointments-contacts-and-tasks
Set up a Forward Mailbox Instead of monitoring individual mailboxes, server-side sync can monitor a forward mailbox
Steps o Create an Exchange mailbox to use as the forward mailbox
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o Create a forward mailbox record in D365 o Add a rule for each user to forward emails to the Exchange mailbox o Select “Forward Mailbox” as the Incoming Email setting for each user/queue
Test Email Configuration Mailboxes must be tested and enabled
The synchronization methods for Incoming/ Outgoing Emails and Appointment, Contact and Task are tested
Results are shown on the email mailbox
Problems encountered are shown as alerts in several places o Sales/Alerts, Marketing/Alerts, Service/Alerts o Under related items in mailbox and Email Server Profile records o Dashboard “Server-side Synchronization Performance”