Microsoft Crm Server(Chapter-3)

Chapter 3: Microsoft CRM Server

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CHAPTER 3: MICROSOFT CRM SERVER Objectives

Actively participating during this lesson helps you:

• Identify the components of the Microsoft CRM Server architecture. • Understand the key features of the Microsoft CRM Server. • Identify each pre-installation requirement that must be completed

before installing Microsoft CRM Server. • Learn how to install Microsoft CRM Server 3.0. • Identify the post installation requirements that must be performed to

prepare Microsoft CRM for use.

Overview Successfully installing Microsoft CRM requires more than running the Server Setup program. It is important that you complete all tasks required to prepare your Microsoft CRM Server environment, in addition to all post-installation tasks. The implementation process should be performed carefully and in phases. Implementing a Microsoft CRM system, especially one involving integration on a local area network for multiple-user access, requires careful consideration and planning. A large business with multiple locations experiences different challenges than a smaller business with one location and several users. A successful Microsoft CRM installation starts with an inventory of current hardware and software. This determines what equipment is currently available to be used as part of the implementation, and what must be purchased before continuing the implementation. You must determine the deployment scenario that best meets your business' current needs, yet allows anticipated future growth. The prior lesson, Planning Your Microsoft CRM Installation reviews each of these planning considerations. When you have configured the hardware environment and installed the required software components, follow the steps in this lesson to install Microsoft CRM Server. This includes the following tasks:

• Pre-installation checklist. Review the pre-installation checklist provided in this lesson to make sure all prerequisites are completed before installing Microsoft CRM Server.

Microsoft CRM Installation and Configuration

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• Installation. Microsoft CRM can be installed via a Graphical User Interface Wizard or by using command line options. When using the command line, the Microsoft CRM Server can either be installed through the wizard, or in quiet mode without user intervention and the appearance of the installation wizard. This lesson reviews the step-by-step installation instructions for both the Professional and Small Business editions of Microsoft CRM using the installation wizard.

• Post-installation tasks. The post-installation process includes verification of the installed components, and an optional task of loading sample data.

NOTE: Classroom training environments install the sample data for training purposes. In Microsoft CRM 3.0, the sample data is not tied to a particular organizational name. For your Microsoft CRM implementations, you may load the sample data for sales demonstration purposes, for setting up a test system, or for establishing your own training environment.


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Scenario Fabrikam Inc. is a mid-sized manufacturer of various chain products. These include oil field roller chain, precision roller chain, agricultural conveyor chain, and engineering class chain. Although their customer base spans multiple manufacturing industries, their target base includes manufacturers of agricultural machinery. They run their manufacturing, distribution, and financial operations on Microsoft Dynamics GP™. Fabrikam has recently purchased Microsoft CRM to improve their Sales, Marketing, and Customer Service operations.

Problem Fabrikam Inc. hired an implementation consultant to lead their Microsoft CRM 3.0 implementation. The company's project planning team performed a complete needs analysis of the company culture, and the consultant analyzed and upgraded the hardware and software environments. Fabrikam is now ready to install the Microsoft CRM 3.0 Server software.

Goal The implementation consultant wants to install the Professional Edition of Microsoft CRM on a server running Microsoft® Windows® Server 2003. The Exchange Server will be a dedicated server. Two SQL Servers will be deployed in an Active/Passive SQL cluster.

Solution The implementation consultant must follow these steps:

• Complete the tasks in the pre-installation checklist. • Create a custom Microsoft CRM web site. • Install Microsoft CRM Server 3.0 on a server running Windows

Server 2003. • Register Microsoft CRM to Fabrikam Inc. and enter their server

registration license key. • Verify that each Microsoft CRM component installed correctly.


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Microsoft CRM Server Architecture The Microsoft CRM Server architecture can be divided into the following conceptual layers:

• The presentation layer • The application layer • The platform layer • The database layer

NOTE: This lesson contains a high-level discussion of each layer and does not dwell too deeply on the architecture of Microsoft CRM. Although administrators or implementers should be familiar with the terminology and concepts found in this material, it is not required that they understand all the minutia of the actual architectural structure to successfully install and configure Microsoft CRM.

The Presentation Layer The Presentation layer is the top layer of the Microsoft CRM architecture. There are two distinct presentation components through which users access Microsoft CRM:

• Microsoft CRM client for Office Outlook • Microsoft CRM web browser client

The Application Layer In the Application layer, most application logic revolves around data validation. There is almost no business logic within the application layer. Instead, most of the business logic is provided at the platform layer. The attribute metadata captures the following:

• All the rules about data context • Business-defined rules, such as business-recommended and business-

required attributes Based on these rules that are defined within the metadata, the application layer renders the user interface accordingly.

EXAMPLE: As soon as the order number is entered for an order, the application layer no longer makes the field available for data entry because by definition, the attribute for this field is "write-once."


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The Platform Layer The most important component of the Microsoft CRM Server architecture is the platform layer. The Microsoft CRM Server's platform code uses metadata to help protect itself from changes to the underlying database structures. The metadata includes the following key features:

• The word "metadata" means descriptive information about the elements of a set of data.

• The underlying data structures use the metadata to control how the platform and user interface operates and appears.

• The metadata abstracts the underlying data storage details, such as schema and data access, from the higher level constructs of domain logic implementation and user interface.

• The metadata enables the platform to abstract itself away from the implementation details that so frequently cause problems with upgrades and extensibility.

If a table definition changes, for example when columns are added or removed, the platform code continues to operate without a decrease in performance. Microsoft CRM can be changed significantly to meet a business or vertical definition and still operate without interruption, even through upgrades and into additional modules. The platform layer of the Microsoft CRM Server's architecture and its associated metadata provides a simple mechanism that facilitates extensibility. This includes:

• Building vertical applications that interface with Microsoft CRM. • Creating domain-specific objects such as contacts, leads,

opportunities, accounts, and customer service cases. • Implementing service-specific rules by manipulating and combining

the underlying domain objects.


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The platform layer also plays a significant role in Microsoft CRM security. In Microsoft CRM 3.0, each user's privileges are stored in the Microsoft CRM database. It is the platform layer's responsibility to cache user privileges and determine whether a user can perform a specific action based on the security role's privileges and access levels.

FIGURE 3-1: THE PLATFORM LAYER The platform layer also interacts with the reporting functionality provided by SQL Reporting Services. The platform layer constructs the filtered SQL views used for reporting purposes. When the platform constructs a filtered view it builds rows based security checking directly into the query statement. This means the returned dataset only includes the records to which the user has access.

The Database Layer The database layer is the lowest layer in the architecture. The database layer includes databases and a well-defined data access layer. The databases used by Microsoft CRM are discussed later in this lesson in the section on Microsoft SQL Server 2000 or 2005.


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Microsoft CRM Server Editions There are two editions of Microsoft CRM 3.0, but only one Microsoft CRM Server Setup program. The two editions of Microsoft CRM 3.0 include:

• Professional Edition • Small Business Edition

The differences between these two editions involve three features of the Small Business Edition that integrate with Microsoft Windows® Small Business Server. The three features are:

• Small Business Server Console Integration • Microsoft CRM 3.0 Data Migration Wizard for Microsoft Office

Outlook® 2003 with Business Contact Manager • Small Business Server Fax Server Integration

The Microsoft CRM Server Setup program automatically determines which edition of Microsoft CRM to install based on the operating system of the server on which Microsoft CRM Server is installed. The two options include the following:

• Professional Edition, if the operating system is Windows Server 2000 or 2003.

• Small Business Edition, if the operating system is Small Business Server 2003.

NOTE: In the classroom training environment, students install Microsoft CRM on a server configured to use Windows Server 2003.

Microsoft CRM 3.0 Professional Edition The Professional Edition of Microsoft CRM 3.0 is designed for medium and large organizations. It is installed by the Microsoft CRM Server Setup program when the program detects a Windows Server 2000 or 2003 environment.

Microsoft CRM 3.0 Small Business Edition The Small Business Edition (SBE) provides a complete Microsoft CRM solution for small businesses, with a focus on ease of installation and reduced total cost of ownership.


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SBE integration with Small Business Server Microsoft CRM 3.0 Small Business Edition is designed to run on Windows Small Business Sever 2003. Windows Small Business Server 2003 installs and configures all application components through a single, integrated setup utility that checks disk space, system compatibility, and dependencies. It also significantly reduces the complexity of installation by automatically setting many common parameters to defaults and reducing the number of setup pages. Managing expectations is important when you plan and deploy Windows Small Business Server as the infrastructure of a small business network. Understanding the designed constraints of Windows Small Business Server 2003 is part of managing expectations. The known limitations are as follows:

• One domain. You can have only one domain on a Small Business Server network. In addition, this domain must be the root of the forest.

• No trust relationships. Because only one domain is supported on a Small Business Server network, there can be no trust relationships with other domains. This restriction on trust relationships includes parent-child trust relationships. There can, however, be other domain controllers on the network.

• Maximum of 75 client computers. Only 75 client computers can be connected to the small business server, assuming that the appropriate Microsoft CRM client access licenses are in place. Client Access Licenses are enforced in Windows Small Business Server 2003.

• Small Business Server computer as a dedicated server. It is highly recommended that your Windows Small Business Server 2003 computer be used as a dedicated server and not as a client computer (such as installing and using the Microsoft Office System). In addition, do not install Microsoft CRM client for Outlook on your Windows Small Business Server 2003 computer.

Ease of Installation Small Business Server (SBS) 2003 is targeted for small businesses. In this market, software must be easy to install and the installation process almost completely automated. This design goal for SBS became a key goal as well for the Small Business Edition of Microsoft CRM 3.0. Key features of the SBE installation include the following:

• Installs the Microsoft CRM Server and the Microsoft CRM Exchange E-mail Router.

• Creates a client image (.msi file) that can be deployed to each Microsoft CRM Desktop Client for Outlook.


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NOTE: With the Professional Edition, an image of the client can be published via Group Policy Objects. This process allows the Microsoft CRM client for Outlook to be deployed on each client machine. In the Small Business Edition, the client image created during the SBE installation can be deployed to each client machine. This deployment does not occur via Group Policy Objects, but via SBE's own deployment tool.

• The only data entry during an SBE installation involves entry of an

organization name and license key. • Certain environmental settings are assumed, such as the location of

the database and the Exchange E-mail Router. • When installing the Microsoft CRM Server, the SBE installation

automatically creates and configures the Microsoft CRM web site. • A custom installation option that allows the installation user to

override the system defaults by walking through many of the installation steps used by the Professional Edition.

NOTE: Although a Windows SBS customer can override standard choices made during installation, most small business are best served by taking the defaults.

FIGURE 3-2: INSTALLING MICROSOFT CRM 3.0 SMALL BUSINESS EDITION When the Server Setup program is complete, the user has a running Microsoft CRM application. The installation user:

• Must be an Administrator in the Windows SBS environment. • Should possess the permissions required to modify Microsoft

Exchange settings. • Must be an SQL Administrator and a Local Administrator on the

Microsoft CRM Server.


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Unique SBE Functionality The Microsoft CRM 3.0 Small Business Edition is a super-set of the Professional Edition. All Professional Edition functionality is present, together with the following additional features not available in the Professional Edition:

• Microsoft CRM Management tools integration with SBS Server Management console.

• Microsoft CRM integration into the SBS Health Monitor, ensuring that Microsoft CRM is managed as easily as SBS.

• Microsoft CRM Server integration with the SBS Fax Service so users can send and receive faxes from within Microsoft CRM.

• Business Contact Manager migration.


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Key Features of Microsoft CRM 3.0 Server Many significant improvements were made to the Microsoft CRM 3.0 Server Setup process. These changes were designed to accomplish the following goals:

• Improve Reliability and Error Handling • Simplify the installation process • Provide intuitive steps that do not to require a full study of the

Implementation Guide • Provide an easy, in-place upgrade

Key features of Microsoft CRM 3.0 Server and the Server Setup process include:

• Minimum user rights required by the installation user • Assigning the Install User to pre-created Groups • Pre-Installation check • Environmental Diagnostic Wizard • Simplified Active Directory integration • Changes to the Microsoft CRM Organizational Unit • Simplified setup with the Small Business Edition • Registering a Microsoft CRM Installation • PID Licensing • Rollback • Repair • Dr. Watson error reporting • Improved Setup Logging • Independent Microsoft CRM web site • Using the web site created by the Microsoft CRM Server Setup

program • Trustworthy computing initiatives • Custom installation procedure for OEMs • Organizational settings


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FIGURE 3-3: SAMPLE OF MICROSOFT CRM SERVER 3.0 SETUP FEATURES Each of these new features is discussed in detail below.

Minimum User Rights The installation user runs the Microsoft CRM Server Setup program. Most requirements of the installation user changed in Microsoft CRM 3.0, except for the following:

• The Setup program creates a user account in Microsoft CRM for the installation user.

• The Setup program assigns the default System Administrator security role to the account.

One of the design goals for Microsoft CRM 3.0 was to make the installation process more friendly to the network environment of large organizations. This goal centered around the division of ownership and authority, which was due in part to the following scenarios:

• In many instances, the Microsoft CRM installation user does not have access to the Active Directory or the Exchange Servers.

• There is one group of administrators who maintain Active Directory and another group who administers the Exchange Servers. Requiring that the Microsoft CRM installation user be a Domain Administrator can be problematic for large networks because it conflicts with this configuration.


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With Microsoft CRM 3.0, the installation user must possess a minimum set of security privileges, which is discussed next. This reduces opportunities for conflicts with the policies of the Active Directory and Microsoft Exchange administrators.

Minimum Privileges for the Installation User The changes to the installation user account in Microsoft CRM 3.0 include the following:

• The installation user no longer has to be a Domain Administrator. • If the installation user is not a Domain Administrator, the user must

possess the following set of privileges at the organizational unit level: – Active Directory Privilege – SQL Privilege – IIS Server local admin privilege – Service Binding Object privilege – Local Admin Privilege

• There are two ways in which the installation user can be assigned to

security groups that provide these privileges: – Let the Microsoft CRM Server Setup program create

security groups and assign the installation user to the groups. To use this option, the installation user must possess the Active Directory privileges needed to create security groups in Active Directory. If the user has these privileges, then the Microsoft CRM Server Setup program creates the following security groups for each of these privileges and assigns the installation user to these groups: o PrivUserGroup o SQLAccessGroup o UserGroup o ReportingGroup

– Specify for the Microsoft CRM Server Setup program the

pre-created security groups to assign to the installation user. If the installation user does not possess the privileges required to create security groups in Active Directory, the Active Directory administrator must create security groups and assign the privileges to those groups. The groups must be identified in the XML configuration file used by command line setup. When the user runs the Microsoft CRM Server Setup program via command line, the Setup program assigns the installation user to the existing security groups.


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• You do not assign a user license to the installation user account during the post-installation process, nor does the Setup program assign a user license to the account.

• The Microsoft CRM Server Setup program sets a Restricted Access Mode option on the installation user account. Features of the Restricted Access Mode option include the following: – User accounts that have the Restricted Access Mode option set

do not count toward the customer's client license count. – The Restricted Access Mode option overrides the user account's

assigned security role(s) and provides limited administrative privileges only.

NOTE: The Restricted Access Mode option is a new feature in 3.0. It is examined in detail in a later lesson on Configuring Users and Teams.

Assigning Pre-created Groups Although Microsoft CRM 3.0 no longer requires that the installation user be a domain administrator, the user must still possess a minimum set of security privileges:

• These privileges can be automatically assigned to the installation user through pre-created security groups.

• This functionality is only available when you run the Microsoft CRM Server Setup through the command line.

The rules governing the use of security groups applied by command line Server Setup include:

• Active Directory groups can be created as either a Universal group or a Domain Local group.

• Group names can be any value and do not have to match the assigned privilege.

• Microsoft CRM supports both automatic and manual group membership management.

• If automatic group member management is turned off, the Active Directory administrator must add or remove the installation user from all the Microsoft CRM-related Active Directory groups.

• If automatic group member management is turned on, the installation user is automatically added or removed from all appropriate Active Directory groups.


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Pre-Installation Check The Setup program starts with a pre-installation check of the hardware, software, and network configurations. When the check is complete, the user is presented with a checklist of items that must be addressed before the Setup program can continue. Examples of items found during this check include the following:

• Update or install required software components • Verify the Active Directory domain controller(s) • Verify the installation user is a domain user

NOTE: When software components must be installed, the user can click an Install button to initiate the installation of these components.

Environmental Diagnostic Wizard The Setup program starts an environmental diagnostic tool that detects and reports back on the current environmental settings. All errors must be fixed before Setup can continue. The user can click a Help option next to each setting that is incomplete or in error. This provides step-by-step instructions on how to meet that prerequisite or fix the problem. Examples of the settings that are checked include:

• SQL Server service is running • SQL Server Agent is running • Indexing service is running • The Setup user has the appropriate privileges required to create the

databases • IIS has all the parameters set up correctly • There are no multiple Domain Controller conflicts

NOTE: For a comprehensive list of requirements verified by the wizard, refer to the section on the Environmental Diagnostic Wizard in the Configuration Management lesson.

The Microsoft CRM Server Setup program installs the Environmental Diagnostic Wizard and runs it during the setup process to validate Microsoft CRM system requirements. Once Microsoft CRM is installed, you can manually run the wizard at any time to check for environmental problems that may affect your installation.


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Simplified Active Directory integration The relationship between Microsoft CRM and Active Directory has changed significantly in Microsoft CRM 3.0. Nested security groups and an integrated Active Directory security model requiring native mode domains have been removed. In Microsoft CRM 3.0, Active Directory is used strictly for user authentication. The following describes the relationship between Active Directory and Microsoft CRM 3.0:

• The Microsoft CRM Server Setup no longer creates an organizational unit (OU) for Microsoft CRM.

• Since Microsoft CRM uses Active Directory strictly for user authentication, you can point the Microsoft CRM Server Setup program to an existing domain or to a custom OU that you created.

• Microsoft CRM supports both mixed and native mode domains.

Simplified Setup for Small Business Edition The Microsoft CRM Server Setup process has been simplified, especially when it installs the Small Business Edition (SBE) on a Small Business Server. During an SBE install, the setup process requires less than ten clicks to install and configure the Microsoft CRM Server and Exchange Router, and to create an Outlook client image. This information is covered in more detail in the section titled Installing Microsoft CRM 3.0 Small Business Edition on page 120.

Registering a Microsoft CRM Installation During Setup, the installation user can select whether to register the installation with Microsoft immediately following Setup, or at a later date. To register the system at a later date, you must run a Registration Wizard included with Microsoft CRM. Registration rules include the following:

• You have 30 days in which to register your deployment. • If you fail to register within that time frame, Microsoft CRM no

longer allows user access. • If this occurs, you must register the deployment via the Registration

Wizard to enable user access. Registration involves answering basic business-related questions, including:

• The organization's name and address • Number of Microsoft CRM users and additional site information • Partner information


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Microsoft PID Licensing Microsoft CRM 3.0 uses Microsoft Personal Identification (PID) license keys. This is the same licensing system used by other Microsoft products. The server key is on the CD cover\. User licenses are available in increments of 1, 5, and 20 users.

• A server license key must be entered during Server setup. • Client access license keys can be entered during setup and/or

following setup via the License Manager tool.

Trial version of Microsoft CRM The Microsoft PID licensing system allows partners to obtain a 90 day trial version of Microsoft CRM 3.0. The expiration date is calculated by the Setup program based on the installation date.

Rollback If the Setup or upgrade fails, or if the user clicks on Cancel when Setup is running, the Setup can roll back to the previous known state of the server.

Repair If Microsoft CRM files are overwritten or become corrupt following installation, the user can run the Setup program again and select the Repair option. This performs the following processes:

• Restores all the binary files • Re-registers system components • Replaces registry keys as required

Dr. Watson Error Reporting The Dr. Watson error reporting tool is installed during Microsoft CRM Server Setup. It provides advanced explanations related to:

• Microsoft CRM Server installation failures • Microsoft CRM Server crashes

Improved Setup Logging Enhanced Setup Logging provides detailed information for troubleshooting. This includes a log file generated by the Environmental Diagnostic tool.


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Independent Microsoft CRM web site Microsoft CRM 3.0 uses Internet Information Services (IIS) as the web service that provides the web pages used by Microsoft CRM. Indicate during the Microsoft CRM Server Setup process which web site to use for storing the Microsoft CRM application. In Microsoft CRM 3.0 you can allow the Microsoft CRM Server Setup program to create a web site for you.

WARNING: For Microsoft CRM 3.0, we recommend that you do not use the Default Web Site location within IIS. Because many organizations use the Default Web Site for their organization's local intranet site, installing Microsoft CRM at that site causes the existing content to be deleted.

Using the Microsoft CRM Server Setup web site In Microsoft CRM 3.0, you can create your own Microsoft CRM web site or let the Microsoft CRM Server Setup program create one for you. There are two ways to access Microsoft CRM if you let the Setup program create the Microsoft CRM web site:

• Using a host header. You can assign a host header record to the web site after the Setup program has finished. Once you create a DNS Alias record for the host header name, use the URL assigned to the host header to access Microsoft CRM.

EXAMPLE: For example, if "crm" is the alias assigned to the host header, the web site would be accessed by entering http://crm.

• Using the port number reference. If you do not assign a host

header to the web site, you can access it by entering the server name followed by the port number assigned to the site. – By default, the Microsoft CRM Setup program assigns port 5555

to the web site that it creates. – To access Microsoft CRM, you must enter http://<server

name>:5555 – The default port ID can be changed by running the Setup

program through the command line and specifying the new port number in the Setup configuration file.

NOTE: As a best practice, install the Web site on a non-system partition; that is, one that does not contain the Windows operating system installation.


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Trustworthy Computing Initiatives The following enhancements were made to Microsoft CRM 3.0 to deliver upon Microsoft's long-term, collaborative efforts to create and deliver secure and reliable computing experiences for everyone:

• Use of Windows Authentication. Both mixed mode and Windows authentication mode are supported on the SQL Server, but only Windows Authentication is used by Microsoft CRM 3.0. While mixed mode is a super set of Windows Authentication mode, Microsoft CRM only requires Windows Authentication mode. From a trustworthy computing standpoint, this is a reduction of surface area, since a second mechanism of authenticating to the SQL Server is not used.

NOTE: Microsoft CRM's dependence on Windows Authentication stems in part from the new filtered views in SQL that enable SQL Server Reporting Services and live Microsoft Excel list and pivot tables. These features require the use of Windows Authentication on the SQL Server since users directly connect to the SQL Server. These views enable security to be taken into account even when connecting directly to the SQL Server.

• Local System account is no longer available on Windows 2003

servers. Microsoft CRM 3.0 uses the Local System account on Windows 2000 Server because the Network Service account is not available. On Windows 2003 servers, Microsoft CRM no longer provides the option to use the Local System account to run anything in Microsoft CRM (Microsoft CRM services, ASP.NET, and SQL Reporting Services). Both the Network Service account and the Local System account act as the machine account, but the Local System account has all privileges by default and the Network Service account has no privileges by default. Therefore, during Microsoft CRM Server Setup, the Setup program adds only those privileges required by Microsoft CRM to the Network Service account. This is referred to as the "principle of least privilege." If someone compromises Microsoft CRM, they only possess the limited rights assigned to the Network Service account by Microsoft CRM as opposed to full control of the machine.

• Minimum Security Privileges. The "Domain Admin Account" security requirement is no longer required to install, upgrade, or repair Microsoft CRM. Only essential security privileges are required for the installation user.


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Custom Installation for OEMs Original Equipment Manufacturers (OEMs) build and install Microsoft CRM servers for their customers. The Microsoft CRM 3.0 command line Server Setup program can optionally install server software without requesting customer-specific configuration details. The OEM supplies a valid license and server configuration information such as the target install directory. When customers receive the Microsoft CRM Servers configured by an OEM, the customer runs a mini-server Setup program and a mini-Microsoft CRM Setup program. The customer provides a business name; within approximately 30 minutes they have a running Microsoft CRM system.

Organizational Settings The Setup program detects the Server Operating System's time zone and sets it as the default time zone for the Microsoft CRM Server.

IMPORTANT: Verify that the time zone, date, and time are correct before installing Microsoft CRM Server.


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Microsoft CRM Server Pre-Installation Checklist Before installing Microsoft CRM Server, there are several system components that must be configured correctly for a successful installation. These requirements are included in the Pre-installation Checklist in Table 3-2. Verify whether these requirements are satisfied before installing Microsoft CRM Server.

Microsoft CRM Server 3.0 Pre-Installation Checklist for Windows Server 2003 Check ( ) box when verified

Component Requirement

Software Requirements

Complete the Microsoft CRM Server Software Requirements Checklist found in the lesson on Planning your Microsoft CRM Implementation.

Active Directory

Create a CRM Administrator user account in Active Directory. This is the user account that runs the Microsoft CRM Server Setup program. As a best practice, do not use the Administrator account to run the Microsoft CRM Server Setup program. Verify the CRM Administrator account has the minimum user privileges required to install Microsoft CRM.

Decide whether to use the existing Active Directory domain, use an existing OU, or create a custom OU.

SQL Server SQL Full Text Searching configured and running for the Knowledge Base and Answer Base functionality

MSSQLSERVER service running and set for Automatic startup

SQLSERVERAGENT service running and set for Automatic startup

TABLE 3-1: PRE-INSTALLATION CHECKLIST


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Check ( ) box when verified


Indexing Service

Indexing Service installed and running and set for Automatic startup

IIS The World Wide Web Publishing service and the IIS Admin Service must be running on the Microsoft CRM Server and set for Automatic startup.

Determine whether to create a Microsoft CRM web site. This step is optional. You can create your own site, or let the Microsoft CRM Server Setup program create the web site for you.

DNS If you create a Microsoft CRM web site, assign a domain controller host header record that binds the host header URL to the web site.

Internet Explorer

If you create a Microsoft CRM web site, add the web site to the Internet Explorer web content security zone used by your organization. Disable the use of the pop-up blockers and set the User Authentication Logon security setting per your organization's logon policy.

TABLE 3-2: PRE-INSTALLATION CHECKLIST (CONTINUED)

Installation User Account While the installation user account can be a Domain Administrator, it is no longer a requirement. If the installation user is not a Domain Administrator, then you must grant this user account the following minimum privileges:

• Be able to create objects within the Active Directory® Organizational Unit (OU) that is the target parent OU for installing Microsoft CRM.

• SQL Server™ Administrator privilege • IIS Server local Administrator privilege • Local Administrator on the computer where Microsoft CRM is to be

installed

NOTE: For the purposes of the lab exercise, the CRM Administrator user account is a Domain Administrator.


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Microsoft CRM web site and Host Header Record Perform the following pre-installation tasks if your organization creates the Microsoft CRM Web Site prior to installing Microsoft CRM Server:

• Create the Microsoft CRM Web Site • Assign a host header record to the web site • Validate the local folder path of the web site • Add the web site to the Internet Explorer web content security zone

and adjust its security settings

Create the Microsoft CRM Web Site Follow the steps below to create a new web site used to install the Microsoft CRM web components.

1. Navigate to Administrative Tools, then Internet Information Services (IIS) Manager.

2. Expand your local computer (for example, London) if it is not expanded.

3. Right-click the Web Sites folder, point to New, then click Web Site to start the Web Site Creation Wizard.

4. Complete the wizard using the following information:

– The IP address for this site should be the IP address of the web server.

NOTE: If there is more than one web site in use (such as Default website, Microsoft CRM, and Small Business Server Manager), the Microsoft CRM web site must have an IP address associated with it. Do not use All Unassigned IPs for the Microsoft CRM web site. The IP address used should be the same as the IP address of the Microsoft CRM server (see Start→Run→ipconfig /all to get the server's IP address).

– For the TCP port, use whatever port your organization has

exposed for this site (port 80 is a typically used in smaller organizations)

– For the host header, enter the value your organization wishes to use as the site's URL (for example, if you enter crm as the host header, the site's URL would be http://crm)

– As a best practice for the Web Site home directory path, create a folder under the Inetpub's wwwroot folder. For example, C:\Inetpub\wwwroot\Microsoft CRM, where Microsoft CRM is a new folder you create

– Do no allow anonymous access to this web site.


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– The web site access permissions for this site should be: o the Read permission is checked by default. Leave this

permission checked. o Check the Run scripts (such as ASP) permission.

Assign a Domain Controller Host Header record to the Microsoft CRM web site If you create the Microsoft CRM web site in IIS, assign a user-friendly URL alias to the site by adding a domain controller pointer record that binds the URL alias to the web site. This pointer record is referred to as a host header record. A host header includes the following features:

• In smaller organizations, especially those running Small Business Server, host headers let you have one port that references multiple web sites. – For example, both the Default Web Site and the Microsoft CRM

web site can access the same port. – In smaller organizations, the port is typically port 80. – This limits the number of ports the organization must make

available through their web server.

• The URL assigned to the host header record of the Microsoft CRM web site is used to access Microsoft CRM.

EXAMPLE: If you assign a URL alias of "crm" to the Microsoft CRM web site, then a Microsoft CRM user can access Microsoft CRM by entering http://crm in their browser client.

Perform the following steps to assign a host header record:

1. Navigate to Administrative Tools, Computer Management.

2. Expand Computer Management, then expand Services and Applications, and then expand DNS.

3. Expand the name of the server.

4. Expand Forward Lookup Zones.

5. Expand the domain name (for example, ADVWORKS.MSFT), then right-click on the domain name. Note: If you right-click on the domain name without expanding it first, the New Alias (CNAME) option in the next step is disabled.

6. Select New Alias (CNAME).


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7. In the New Resource Record window, enter the host header value in the Alias name field.

– This is the value you entered as the Host Header when you created the Microsoft CRM web site; for example, crm.

– This is also the URL address you will use later to access the Microsoft CRM application (for example, http://crm).

8. Click Browse.

9. Double-click the server name.

10. Double-click Forward Lookup Zones.

11. Double-click the domain name (for example, ADVWORKS.MSFT)

12. Select the server name (for example, London). Click OK twice to close the New Resource Record.

13. To verify the new Host header record is created correctly, select your domain name under Forward Lookup Zones. Alias (CNAME) appears as the type for the Microsoft CRM web site in the right pane (in this example, this would be the crm web site).

NOTE: When installing Microsoft CRM on a Small Business Server, the alias (CNAME)also appears as the type for the companyweb site. The companyweb site does not appear when installing the Professional Edition on a Windows 2000/2003 server.

14. While in Computer Management and DNS, right-click on the server

name (for example, London).

15. Select Clear Cache.

16. Right-click on the server name again.

17. Select Update Server Data Files (these two steps are best practices to perform on your server).

18. To verify that you can connect to your new web site, navigate to Start, Program, Accessories, then Command Prompt (or use Start, Run, and enter cmd).

a. Type: ping <server name> [Enter] (for example, ping London). b. The IP address of your server (for example, 192.168.16.1)

appears.

19. Ping your new web site.

a. Type: ping <alias> [Enter], (for example; ping crm). b. It should replay by displaying the IP address of your server (for

example, 192.168.16.1).


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c. Alternatively, you can also ping the fully qualified name for the web site. For example, if your web site alias was crm and the domain was advworks.msft, you would enter:

ping crm.advworks.msft

Validate the local folder path of the web site If you create the Microsoft CRM web site in IIS, you must use a Web site that uses a local folder location in the Path field on the Home Directory in the IIS console. During Microsoft CRM setup, if you specify a Web site that uses a "home" network shared folder on another server, Microsoft CRM Setup fails with errors such as the following:

• "Error 1327. Invalid Drive: H:\" • "Installation failed prematurely..." • "Failed to install Microsoft CRM Server." • "Failed to Install MSI part of Microsoft CRM Server Setup." • "Unspecified error" • "(80004005)"

Add web site to Internet Explorer web content security zone and adjust its security settings As previously mentioned, you can either create the Microsoft CRM web site or let the Microsoft CRM Server Setup program create the site for you. In either case, you should add the site to the corresponding Web content zone which Internet Explorer uses to determine the site's security settings. The selected zone is dictated by an organization's internet security policies. If you fail to perform this step, then Internet Explorer's Enhanced Security Configuration blocks you from accessing Microsoft CRM. Once you add the Microsoft CRM web site to the Web content zone used by your organization, review the security level for that zone and select the User Authentication Logon setting used by your organization. You must also disable the use of pop-up blockers in order to access Microsoft CRM. For classroom exercises, you will perform this step in Lab 3.3 as part of the post-installation tasks (because you let the Microsoft CRM Server Setup program create the web site). The steps to perform task include:

• Add Adventure Works' Microsoft CRM web site to the Trusted Sites zone

• Disable the use of pop-up blockers • Set the User Authentication Logon option to "Automatic logon with

current username and password." By using the credentials of the currently logged in user, you will not have to log into Microsoft CRM each time you open it.


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Checklist If You Plan to Have Microsoft CRM Setup Install Reporting Services

• Do not install Microsoft CRM on a server that has an underscore in its name.

• The SQL Server computer must have .NET Framework 1.1 and Internet Information Services (IIS) installed.

• Reporting Services will be installed on the default Web site on the Microsoft CRM Server computer. This Web site must be accessible through http://<servername>. Host headers cannot be used.

• If you do not have an existing installation of Reporting Services, and you want to use Secure Sockets Layer (SSL) for communications between your Microsoft CRM server and your SQL Server Reporting Services server, you must have a server certificate installed prior to installing Microsoft CRM.

NOTE: For the lab exercises, the Setup program will install Reporting Services. The classroom training environment will not use SSL certificates.

Checklist If You Will Use an Existing Reporting Services Installation

• In addition to the permissions required for installing Microsoft CRM, you must have local administrator access to the computer with the existing Reporting Services installation.

• Reporting Services must be installed on a server in the same domain as the Microsoft CRM server.

• If you need the Enterprise Edition of Reporting Services rather than the Standard Edition which Microsoft CRM installs, you must install it prior to installing Microsoft CRM. For more information, see Chapter 9, "Planning Microsoft SQL Server and Reporting Services." in the Implementation Guide.


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Lab 3.1 − Microsoft CRM Server Pre-Installation Checklist Verification Company: Adventure Works Cycle

Introduction In this Lab you complete the prerequisites in the Pre-installation Checklist. As you perform the instructions, use the information in the Scenario and Goal Description to complete the lab. See the Introduction to Training chapter for information about the two levels of lab instruction and the lab solution in Appendix B.

Scenario Adventure Works Cycle is implementing Microsoft CRM. As Technical Consultant, you will install the Microsoft CRM server software. For the installation to be successful, you must review each pre-installation checklist requirement.

VPC image For classroom training environments, install Microsoft CRM Server within a Virtual PC image. The image used to install Microsoft CRM Server is titled "Install Server." The Install Server image contains a server with the Windows Server 2003 operating system. This forces the Microsoft CRM Server Setup program to automatically install the Professional Edition of Microsoft CRM 3.0. In addition to being the Microsoft CRM Server, this server also acts as the domain controller, the SQL Server, and the Microsoft Exchange Server.

IMPORTANT: The configuration in the Virtual PC(VPC) image used for this training class is unsupported. Windows Server 2003 should never be used as the domain controller, Microsoft CRM server, SQL database server, and Exchange Server. Outside of this classroom training environment, install Microsoft CRM on a Small Business Server to use a one-server-fits-all configuration. The configuration of the VPC image used in this course is dictated by classroom training environments.

NOTE: Although Microsoft CRM 3.0 can be installed in both a Windows Server 2000 and Windows Server 2003 environment, training focuses on the Windows Server 2003 installation requirements. See the Microsoft CRM Implementation Guide for instructions on installing Microsoft CRM 3.0 in a Windows 2000 environment.


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Goal Description As Technical Consultant, it is your responsibility to verify each item in the pre-installation checklist. In this lab, use the following information as you perform each pre-installation tasks:

• For the Microsoft CRM install user account, create a user account in Active Directory with the following credentials: – First name: Microsoft CRM – Last Name: Administrator – Domain logon name: crmadmin – Password: Pa$$w0rd

IMPORTANT: The default security policy for Domain Controllers only allows users who are members of the Domain Admins group to log on to the server. In classroom training environments, the Microsoft CRM Server is also the domain controller. By default any user needing to log onto the server must be a domain administrator. Because this server is used to test client access against the Microsoft CRM Server, and because we do not want to make all test users domain administrators, we have adjusted this security policy so that any user can log into the domain controller. THIS IS NOT A STANDARD SECURITY BEST PRACTICE. This policy change is used in training only because of the classroom's Virtual PC image work environment.

• Adventure Works has decided to let the Microsoft CRM Server

Setup program create the Microsoft CRM web site. No additional web site tasks will be required at this time (although in Lab 3.3, Post-installation tasks, you will be required to add the web site to Internet Explorer's Trusted Sites content zone).

• Adventure Works would like you to create an Organizational Unit in Active Directory titled "Microsoft CRM." Create this organizational unit under the ADVWORKS domain.

NOTE: For classroom training environments, perform these pre-installation tasks on the Install Server image. This image is used for installing the Microsoft CRM Server.

Challenge Yourself! Instructions Using the information discussed in the Goal Description, verify that each software component in the Pre-Installation Checklist on page 95 is satisfied. Note − The Microsoft CRM Server Software Requirements Checklist found in Chapter 2 has already been completed for the VPC image in classroom training environments. However, note that in actual implementations, do not forget to validate this checklist.


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Need a Little Help? Instructions Using the information discussed in the Goal Description, verify that each software component in the Pre-Installation Checklist on page 95 is satisfied. Note − The Microsoft CRM Server Software Requirements Checklist found in Chapter 2 has already been completed for the Install Server VPC image in classroom training environments. However, note that in actual implementations, do not forget to validate this checklist as well.

Create a CRM Administrator User Account

1. Navigate to Active Directory Users and Computers.

2. Create a New User. Enter CRM as the First name, Administrator as the Last name, and crmadmin as the User logon name.

3. Enter Pa$$w0rd as the password. Clear the User must change password at next logon check box. Select the Password never expires check box.

4. Create an Exchange mailbox for the CRM Administrator.

5. After the crmadmin user account is created, open the account and make the user a member of the Domain Admins group. As per the note in the Goal Description, this step is required in classroom training only, since the Microsoft CRM Server is also a Domain Controller.

Create Microsoft CRM Organizational Unit in Active Directory

1. In Active Directory Users and Computers, create a new Organizational Unit under the ADVWORKS domain.

2. Enter Microsoft CRM as the logical name.

Full-text Searching in SQL Server 2000

1. Navigate to SQL Server and then Enterprise Manager.

2. Drill down on the console root to the local (Windows NT) server.

3. Open the Support Services folder.

4. The Full-Text Search icon should display a green arrow to indicate the service is running. If a red circle is displayed, then the service has been stopped.

5. If the Full-Text Search service is not running, start the service.


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Services Microsoft CRM requires that a number of services are running on the Microsoft CRM server. These services must have a current status of "Running," and the Startup Mode for the services should be set to Automatic.

1. Navigate to Administrative Tools, Services.

2. If the Indexing Service is not running, right-click and select Properties.

3. Set the Startup type to Automatic.

4. If the Start button is not enabled, click Apply, then click Start. Once it is started, close the services window.

Repeat this procedure for each service in the Pre-installation Checklist.


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Installing Microsoft CRM 3.0 Professional Edition Before installing Microsoft CRM Server, validate the hardware and software configuration against the server and client's hardware and software requirements. Also, complete every task in the pre-installation checklist. As soon as these steps are complete, you are ready to install Microsoft CRM Server. This section examines each step in the installation process for the Microsoft CRM Server 3.0 Professional Edition.

Step 1 − License Code Information After the splash screen, enter the Microsoft CRM Server license code. A valid server license key must be entered before the rest of the installation can continue. However, this page can also be used for entering client license keys and the server license key. The Microsoft CRM Setup Wizard automatically detects whether you are installing on a Windows Small Business Server 2003 server or on a Windows Server 2000 or 2003 server. The server license key you enter must correspond to the type of server on which you are installing Microsoft CRM.

• If you are installing on a Small Business Server, verify your license is for Microsoft CRM Small Business Edition. Using a Microsoft CRM Professional Edition license key is not supported on Windows Small Business Server.

• If you are installing on a Windows 2000 or 2003 Server, make sure your license is for Microsoft CRM Professional Edition. Using a Microsoft CRM Small Business Edition license key is not supported on Windows 2000 or 2003 Server.

NOTE: Client license keys can also be entered in the License Manager tool following the installation of the Microsoft CRM Server.


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FIGURE 3-4: LICENSE CODE SETUP Features of the License Code page include the following:

• The server license code entered on this page is the new PID license key included with the Microsoft CRM 3.0 CD.

• After entering each license key, click Add to validate the key. • Validated license keys are displayed in the page with the number of

user licenses associated with it. • A server license key has zero (0) user licenses. • The installation user can enter one or more client license keys. • Each validated client license key appears in the page with the license

count associated with the key. • A validated key can be deleted from the page. • There is no requirement of the order in which the server and client

license keys are entered; the only stipulation is that the installation cannot continue until a server key is entered.


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Step 2 − End User License Agreement The installation user can print the End User License Agreement (EULA). However, the user cannot continue with the installation until the license agreement is accepted.

Step 3 − Install Required Components This page identifies software components required by the Microsoft CRM Server Setup program that have not been installed on the Microsoft CRM Server. This page does not appear if all required components are installed. Any components on this page must be installed before Microsoft CRM can be installed. To install missing components, you can exit Setup and install the components manually, or you can select the Install option on this page and the Setup program will install the components. The Next button is disabled until Setup detects that the missing components have been installed.

NOTE: Installing these components may require you to restart the computer. If you are prompted to restart the computer, do so, then start setup again.

FIGURE 3-5: INSTALL REQUIRED COMPONENTS


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Step 4 − Specify the Microsoft CRM Organization Name This page allows the installer to enter the organization's name. The organization name is used as follows:

• When the Microsoft CRM Server Setup program creates the Microsoft CRM database and the Metabase database, it appends the organization name to the start of each database name.

• The Microsoft CRM Server Setup program creates a root business unit in Microsoft CRM and assigns it the organization name entered here.

BEST PRACTICE: Although any organization name can be entered, you use the organization's legal entity/trading name as the organization's name.

Step 5 − Participate in Customer Experience Improvement Program This page allows the organization to indicate whether they want to participate in the Customer Experience Improvement program with Microsoft. Features of this program include the following:

• Microsoft can gather anonymous information about your hardware configuration and how you use Microsoft software and services.

• The data is used to identify trends and usage patterns. • Microsoft does not gather any personal or business-specific data such

as your name, address, or any other personally identifiable information.

• There are no surveys to complete, no salesperson will call, and you can continue to work without interruption.

• It is simple, friendly, and completely anonymous.


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FIGURE 3-6: PARTICIPATE IN THE CUSTOMER EXPERIENCE IMPROVEMENT PROGRAM The Customer Experience Improvement Program feature in Microsoft CRM 3.0 is turned off by default at product release. If you use a third party to install and/or configure the Microsoft CRM software on your computer system and you want to participate in the Microsoft Customer Experience Improvement Program, you should instruct the third-party provider to accept the invitation to participate in the Customer Experience Improvement Program on your behalf. If you decide that you want to turn off this feature after the third-party provider accepts the invitation to participate in the Customer Experience Improvement Program on your behalf, you may do so by using one of these options:

• Microsoft CRM server − On the Start menu, point to Microsoft CRM, and click Deployment Manager to open Deployment Manager. Expand the Deployment Manager node, and in Server Manager, right-click on the Microsoft CRM server and click Customer Feedback.

• Microsoft CRM laptop client for Outlook − In Outlook, on the CRM menu, click Options, and click the Customer Feedback tab. Clear the Participate in the Customer Experience Improvement Program check box.


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Step 6 − Select Installation Location This page identifies the directory location where the Microsoft CRM components are stored on the Microsoft CRM Server. C:\Program Files\Microsoft CRM is the default location presented on the page.

Step 7 − Web Site The Web Site page indicates which web site is used for storing the Microsoft CRM web components. The following two options are available:

• The installation user can select an existing web site from the drop-down list.

NOTE: Select Refresh if the web site you plan to use does not appear in this list.

• The installation user can select a check box that directs the Setup

program to create a new web site. If you let the Setup program create the web site, the Microsoft CRM Web site is located at: C:\ProgramFiles\Microsoft CRM\Microsoft CRMWeb. Also located in this folder is a web.config file for this Web site.

FIGURE 3-7: SELECT THE MICROSOFT CRM WEB SITE


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During Microsoft CRM setup, you must use a web site that refers to a local folder location in the Path field on the home directory of the IIS console. During Microsoft CRM setup, if you specify a Web site that uses a "home" network shared folder on another server, Microsoft CRM Setup fails with any of the following errors:

• Error 1327. Invalid Drive: H:\ • Installation failed prematurely... • Failed to install Microsoft CRM Server. • Failed to Install MSI part of Microsoft CRM Server Setup. • Unspecified error • (80004005)

Step 8 − Select SQL Server This page indicates which SQL Server should be used as the database server for the Microsoft CRM installation. This page includes the following options:

• The installation user can select the SQL Server from a list of available servers in the domain.

NOTE: Select Refresh if the SQL Server you plan to use does not appear in this list.

• The installation user must select an option that indicates whether the

Setup program will create a new database or connect to an existing database. – Select the Create new databases option when the Setup

program is installing the first Microsoft CRM Server in the organization's deployment.

– If multiple Microsoft CRM Servers are installed, select the Connect to existing databases option for each subsequent Microsoft CRM Server installation.

NOTE: If you select the Connect to existing databases option, the SQL Server that you select should be the server on which the existing database exists. The SQL Server is immediately validated when you select this option, and an error appears if the Microsoft CRM database does not exist on this server.


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FIGURE 3-8: SELECT SQL SERVER

Step 9 − Specify SQL Server Reporting Services Server This page directs the Server Setup program to install Microsoft SQL Server® 2000 Reporting Services (SRS) or connect to an existing SRS server to run the Microsoft CRM reports. The following options are available on the page:

• If you click the Install new Report Server option, you can also indicate whether the Server uses an SSL certificate. The following SSL options are available: – If you select the Use Secured Sockets Layer (SSL) check box,

the Setup Server program tries to associate a Secure Socket Layer (SSL) certificate with the web site for installing SRS. If a certificate is found, then SSL is used for retrieving data from the Report Server.


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– If you select the Use Secured Sockets Layer (SSL) check box and an SSL Server certificate is not associated with the web site, an error message is returned.

FIGURE 3-9: SSL ERROR MESSAGE

– If you do not select Use SSL certificate, then data is retrieved from the Report Server within a potentially non-secure deployment.

• If you select Connect to existing Report Services Server, you must

enter the URL of the existing report server.

IMPORTANT: If you select Connect to existing Report Services Server, use the Report Server URL and not the Report Manager URL. To verify you are using the correct URL, in a browser, go to what you expect is the Report Server URL. You should see a page titled <server>/ReportServer - /: with text showing the version number: Microsoft SQL Server Reporting Services Version 8.00.1038.00.

FIGURE 3-10: SQL REPORTING SERVICES SERVER


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Step 10 − Select the AD Organizational Unit This page identifies the organizational unit within Active Directory that will contain the Microsoft CRM System Groups. You must point the Setup program to an existing domain or Organizational Unit. If you select an organizational unit, it must be in the same domain where Microsoft CRM is being installed. To use this page, click Browse to display the organizational tree structure within Active Directory, and then click the domain or an organizational unit from within the domain.

FIGURE 3-11: SELECT THE ORGANIZATIONAL UNIT

Step 11 − Specify the Security Account for the Microsoft CRM Services This page identifies the security account used for the following installed Microsoft CRM services:

• Microsoft CRM • ASP.NET • SQL Reporting Services


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You can use the same account for each service or specify a different account for each service. The accounts you can choose from include the following:

• Local System account (see Note below) • Network service account (this is the default for each service) • Domain user account

FIGURE 3-12: SPECIFY THE SECURITY ACCOUNT

NOTE: If you select to install using a Domain user account, and depending on the password policies you have implemented for your organization, the password for the user may expire. The user will have to change the password for Microsoft CRM services to be the same as his or her logon.

NOTE: The Local System account is only available on Windows 2000 Server; it is not an option on Windows Server 2003.

NOTE: If you select to run the ASP.NET service under a domain user account that is not either a domain administrator or a local administrator, you must set a local security policy after you install Microsoft CRM Server. This enables the ASP.NET service to work correctly.


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Step 12 − Exchange Server Settings This page allows you to identify the Exchange Server used for processing incoming e-mail and outgoing mail sent from the web client. The following features are included with e-mail options on this page:

• Incoming Exchange Server. Specifying the name of the incoming Exchange Server during Microsoft CRM Server Setup is a security feature. Microsoft CRM only accepts incoming e-mail from this server. The design goal is to prevent hackers from using an Exchange Server to send a Denial of Service attack on Microsoft CRM by requesting an extensive amount of activity creation. – When you enter the name of the Incoming Exchange Server on

this page, the Setup program adds it to the PrivUserGroup in the Active Directory organizational unit.

– If you leave the Incoming Exchange Server field blank, you receive the following message directing you to add the server to this security group.

FIGURE 3-13: EXCHANGE SERVER WARNING MESSAGE


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• Outgoing SMTP Server. These options control which SMTP server processes outgoing e-mail from web clients. The default option is to use the default SMTP server settings for all outgoing mail. Alternatively, you can use a remote SMTP server, in which case you must enter the server name, port, authentication method, username, and password (if needed). You can also indicate whether this remote SMTP server requires a secure connection (SSL).

FIGURE 3-14: EXCHANGE SERVER SETTINGS

Step 13 − System Requirements At this point all the system parameters used to install the Microsoft CRM server have been entered by the installation user. With this step the Server Setup program runs the Environmental Diagnostic Wizard. This tool verifies each system requirement for a successful Microsoft CRM Server installation. For any requirement that fails, double-click on the error to see a description and suggested steps to solve the problem.


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Failed tests must be corrected before the installation can proceed. If a problem will take time to correct, cancel setup, fix the problem (or problems) and restart Setup again. You can click Next and proceed with the setup when all tests are successful.

FIGURE 3-15: VERIFICATION OF SYSTEM REQUIREMENTS

Step 14 − Ready to Install the Application This page displays all the selections made on the previous pages. If there are any parameters that need adjusting, navigate back to the appropriate page and adjust the parameters accordingly.

IMPORTANT: Thoroughly review all selections made during the previous installation setup screens prior to clicking the Install button. Once you click the Install button, it is too late to stop the installation process in order to make any corrections. If this occurs, you must let the installation finish, then uninstall and reinstall the application.

Step 15 − Installing Microsoft CRM Server The Microsoft CRM Server Setup program installs the Microsoft CRM Server software.

WARNING: You cannot cancel the installation after it begins.


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Installing Microsoft CRM 3.0 Small Business Edition This section examines each step in the installation process for the Microsoft CRM Server 3.0 Small Business Edition. Although this training focuses on installing the Professional Edition as part of the lab, the Small Business Edition setup is reviewed for comparison purposes. As you can see from Table 3-3, a Microsoft CRM Small Business Edition installation takes considerably less steps than the 15 steps required for the Professional Edition. If you select the Custom installation option, you can see all the setup pages used by the Professional Edition install. Professional Edition Installation Steps

Small Business Edition Installation Steps (assuming Standard installation)

1. License code information 1. License code information 2. End User License Agreement (EULA)

2. End User License Agreement (EULA)

3. Install required components 3. Install required components 4. Select installation option (standard or

custom) 4. Specify the Microsoft CRM organization name

5. Specify the Microsoft CRM organization name

5. Participate in the Customer Experience Improvement program


6. Select installation location 7. Web Site 8. Select SQL Server 9. Specify SQL Server Reporting Services Server

10. Select the AD Organizational Unit

11. Specify the security account for the Microsoft CRM Services

12. Exchange Server Settings 13. System Requirements and the Environmental Diagnostic Wizard

7. System Requirements and the Environmental Diagnostic Wizard

14. Ready to install the application 8. Ready to install the application 15. Installing Microsoft CRM Server Professional Edition

9. Installing Microsoft CRM Server Small Business Edition

TABLE 3-3: PROFESSIONAL VS. SMALL BUSINESS EDITION INSTALLATION STEPS


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As shown in Table 3-3, the Small Business Edition is designed for a smaller organization with simpler deployment requirements. In a typical SBE installation, the system defaults are accepted for the following steps:

• The directory location of the system files • The Server Setup program creates the Microsoft CRM web site • The Small Business Server is identified as the SQL Server, the SQL

Server Reporting Services Server, and the Exchange Server • The existing Organizational Unit in Active Directory

During the SBE installation, you can perform a custom installation. A custom installation performs the additional steps in Table 3-3 that are not included in the default SBE installation. This allows you to enter override values for each step.

Installing Microsoft CRM 3.0 Via Command Line You can also install Microsoft CRM Server from the Microsoft CRM Server CD using the command line. The required Setup information is provided to the Setup program both as command line parameters and as an XML configuration file that the Setup program references. One advantage of using the command line to install Microsoft CRM is that you do not have to attend the installation.

• You simply provide the installation information as command line parameters and an XML configuration file.

• No other action is required until Setup is finished. • Errors and installation progress can be logged to a file that you can

view and analyze later. Because the command line install is not the focus of this class, we will not review command line options. If you are interested in reviewing these options, see the Microsoft CRM 3.0 Implementation Guide for detailed command line instruction. Although the command line installation is not included in this class, you should still be familiar with the Setup functionality that can be invoked through command line parameters, including the following functionality:

• OEM installation option. When set, the Setup program does not prompt the user for the Organizational Unit name or the License Code.

• Assign installation user to existing groups. The installation user no longer has to be a Domain Administrator. Instead, you can use command line parameters to assign the installation user to pre-existing groups that possess a minimum set of privileges required to complete the Setup.


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What Is Installed This section describes what is installed when Microsoft CRM is installed, and when Microsoft CRM Setup installs Reporting Services.

Microsoft CRM Installed Components When Microsoft CRM is installed on the server, the default folders listed in the following table are created. Folder Comments <systemdrive>:\Program Files\Microsoft CRM\bin

Do not modify the permissions of this folder. Any modifications to this folder will disable Microsoft CRM.

<systemdrive>:\Program Files\Microsoft CRM\

Microsoft CRM Server program files

<systemdrive>:\Program Files\Microsoft SQL Server\MSSQL\Data Microsoft CRM SQL Server database files

Microsoft CRM installs the Microsoft CRM databases in this folder. This folder is created by SQL Server.

<systemdrive>:\Program Files\Microsoft CRM\Microsoft CRM Email

Microsoft CRM-Exchange E-mail Router

systemdrive>:\Program Files\Microsoft CRM\Reports

Tools for downloading and publishing reports, with a MSCRM subfolder containing an .rdl file for each of the default reports

<systemdrive>:\Inetpub\wwwroot\CRMWeb\MSCRMServices

Microsoft CRM services

The following are added: Name Description Application Pool CRMAppPool If installed on a Web server

running IIS 6.0, a separate application pool is created for Microsoft CRM and Reporting Services.

Virtual Roots Microsoft CRM version 2.0

Web site for Microsoft CRM.


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The following Active Directory groups are added to the Organizational Unit specified during installation: Group Description UserGroup All Microsoft CRM users. This group is updated

automatically as users are added and removed from Microsoft CRM.

ReportingGroup All Microsoft CRM users. This group is updated automatically as users are added and removed from Microsoft CRM. By default, all Microsoft CRM Reporting Services reports grant Browse permission to this group.

PrivUserGroup Privileged Microsoft CRM user group for special administrative functions.

SQLAccessGroup All server processes/service accounts that require access to SQL Server.

The following services are added: Service Description Microsoft CRM Bulk E-mail Service

Receives bulk e-mail data from the Microsoft CRM Platform layer, merges the data, and then routes the messages to the specified e-mail addresses.

Microsoft CRM Deletion Service

Cleans up tables that have records marked for deletion in Microsoft CRM database

Microsoft CRM Workflow Service

Handles all the events for the Microsoft CRM Platform layer and triggers workflow processes.

Reporting Services Installed Components When Reporting Services is installed by Microsoft CRM, the default folders listed in the following table are created: Folder Description <systemdrive>:\Program Files\Microsoft SQL Server\MSSQL\Reporting Services

Reporting Services readme files

<systemdrive>:\Program Files\Microsoft SQL Server\MSSQL\Reporting Services\ReportManager

Report Manager files

<systemdrive>:\Program Files\Microsoft SQL Server\MSSQL\Reporting Services\ReportServer

Report Server files

<systemdrive>:\Program Files\Microsoft SQL Server\MSSQL\Reporting Services\RSTempFiles

Temporary folder, empty by default


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When Reporting Services is installed by Microsoft CRM, the following services are added: Service Description ReportServer Manages, executes, renders, schedules and delivers

reports. The following virtual roots are added to the default Web site: Virtual Root Description Reports The Report Manager component of Reporting Services.

Report Manager is used to move a report from on-demand to scheduled, and to control permissions on individual reports.

ReportServer The Web service that manages, executes, renders, schedules and delivers reports.

Log Files Installation always creates log files that can be reviewed and used for troubleshooting. By default, the location of the log files is: <systemdrive>:\Documents and Settings\User\Application Data\Microsoft\MSCRM\Logs


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Lab 3.2 − Installing Microsoft CRM Server 3.0 Company: Adventure Works Cycle

Introduction In this Lab you install Microsoft CRM Server 3.0. As you perform the instructions, use the information in the Scenario and Goal Description to complete the lab.

Scenario Adventure Works Cycle is implementing Microsoft CRM. As Technical Consultant, you have been assigned the task of installing the Microsoft CRM server software. You will install Microsoft CRM Server Professional Edition and 25 user licenses. For a Classroom Training Environment, you are installing Microsoft CRM Server within a Virtual PC image. The server in this image is configured to have Windows Server 2003. This forces the Microsoft CRM Server Setup program to automatically install the Professional Edition of Microsoft CRM 3.0. In addition to being the Microsoft CRM Server, this server is also the domain controller, the SQL Server, and the Microsoft Exchange Server.

IMPORTANT: The configuration in the Install Server Virtual PC image is NON-supported. Windows Server 2003 should never be used as your domain controller, Microsoft CRM server, SQL database server, and Exchange Server. Install Microsoft CRM on a Small Business Server to use this one-server-fits-all configuration. The goal is for you to perform the standard installation process used by the Professional Edition instead of the simplified process used when installing the Small Business Edition on a Small Business Server.

NOTE: Although Microsoft CRM 3.0 can be installed in both a Windows Server 2000 and Windows Server 2003 environment, this training focuses on the Windows Server 2003 installation requirements. See the Microsoft CRM Implementation Guide for instructions on installing Microsoft CRM 3.0 in a Windows 2000 environment.


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Goal Description As Technical Consultant, it is your responsibility to install Microsoft CRM Server. Use the following information as you perform each step in the installation wizard with the Install Server VPC image: Professional Edition Installation Steps

Values

1. License code information Provided by the instructor. This is a 90 day Trial License key that is a combination server and client key. It provides 100,000 user licenses.

2. License agreement Accept 3. Install required components Install any required components 4. Microsoft CRM organization name

Adventure Works Cycle


Yes

6. Select installation location Accept system defaults 7. Web Site Select the "Create new Web site" option

to let the Setup program create the Microsoft CRM 3.0 web site.

8. Select SQL Server LONDON Also select the "Create new databases" option

9. Specify SQL Server Reporting Services Server

Install new Reporting Services Server and do NOT check the "Use Secure Sockets Layer (SSL)" option

10. Select the Active Directory organizational unit

Select the Microsoft CRM organizational unit under the ADVWORKS domain

11. Specify security account Accept system defaults 12. Exchange Server Settings Incoming Exchange Server: LONDON

Outgoing SMTP Server option: Use the default SMTP server settings

13. System Requirements Accept TABLE 3-4: LAB 3.2 GOAL DESCRIPTION REQUIREMENTS


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Challenge Yourself! Instructions Using the information in the Goal Description, install Microsoft CRM Server 3.0 for Adventure Works Cycle.

• Log in as the new CRM Administrator user account you created during the pre-installation lab exercise.

• For classroom training environments, the contents of the Microsoft CRM Server Setup CD are accessible via an iso image of the CD copied to your hard drive. Select CD on the menu bar, then select Capture ISO Image. In the Select CD Image to Capture window, select the server.iso file from the folder where the training center has copied the image files. If you open Windows Explorer, the contents of the CD are displayed under the CD drive.

• For non-classroom training environments, insert the Microsoft CRM Server CD into your CD ROM drive.

Need a Little Help? Instructions Using the information in the Goal Description, install Microsoft CRM Server 3.0 for Adventure Works Cycle.

• Log off as the Administrator account and log back on as the new CRM Administrator account you created during the pre-installation lab exercise.

• For classroom training environments, the contents of the Microsoft CRM Server Setup CD are accessible via an iso image of the CD copied to your hard drive. Select CD on the menu bar, then select Capture ISO Image. In the Select CD Image to Capture window, select the server.iso file from the folder where the training center has copied the image files. If you open Windows Explorer, the contents of the CD are displayed under the CD drive.

• For non-classroom training environments, insert the Microsoft CRM Server CD into the CD ROM drive.

If you need additional help, see the section titled Installing Microsoft CRM 3.0 Professional Edition on page 130.


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Post-Installation Checklist After installing Microsoft CRM Server, review the installation to make sure that it is functioning correctly and that all server setup goals have been met. There are several tasks required to complete the Microsoft CRM Server installation and verify that your Microsoft CRM Server and Reporting Services are functioning properly before installing the Exchange E-mail Router and Outlook client.

NOTE: The router and client installations should not be performed if the Server Setup is corrupt or incomplete in any way.

When you verify that Microsoft CRM has been set up properly, you will not have full access to the entire Microsoft CRM application. The Microsoft CRM Server Setup program sets the Restricted Access Mode option on the installation user account. The Restricted Access Mode option is new in Microsoft CRM 3.0 and has the following characteristics:

• Users with this option set do not count against the number of user access licenses your organization has purchased.

• The Restricted Access Mode option is automatically set on the installation user account by the Microsoft CRM Server Setup program. This option provides Microsoft CRM Server administrative privileges only, with no access to the Sales, Service, and Marketing functionality.

For more information on the Restricted Access Mode option, see the lesson titled Configuring Users and Teams. The post-installation tasks are included in the Post-installation Checklist in Table 3-6.

Microsoft CRM Server 3.0 Post-Installation Checklist Check ( ) box when verified


Active Directory

Verify the following security groups have been created in Active Directory: - PrivUserGroup - SQLAccessGroup - ReportingGroup - UserGroup

Add Microsoft CRM service accounts to the Pre-Windows 2000 Compatible access group.

TABLE 3-5: POST-INSTALLATION CHECKLIST


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Check ( ) box when verified


IIS Verify the Microsoft CRM web pages were installed under the IIS web site. If you used an existing web site during the Microsoft CRM Server installation, the Setup program renamed the web site.

SQL Server Verify the Microsoft CRM databases were created on the SQL Server.

Windows Verify a Microsoft CRM program group was created.

Internet Explorer

If the Microsoft CRM Server Setup program created the Microsoft CRM web site, add the web site to the Internet Explorer web content security zone used by your organization. Disable the use of the pop-up blockers and set the User Authentication Logon security setting per your organization's logon policy.

Microsoft CRM

Register your Microsoft CRM installation with Microsoft within 30 days of installation; otherwise, the installation is automatically disabled.

Verify you can open and access Microsoft CRM.

Create a backup Administrator user account in Microsoft CRM and set the Restricted Access Mode option.

Uncheck the Restricted Access Mode option on the installation user record (CRM Administrator) in Microsoft CRM.

SQL Reporting Services

Change the application pool for Reporting Services if you are using Microsoft SQL Server 2005.

Update Reporting Services with the Microsoft CRM style sheets if you are using an existing Reporting Services installation.

Verify your Reporting Services installation TABLE 3-6: POST-INSTALLATION CHECKLIST (CONTINUED)


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Add Accounts to Pre-Windows 2000 Compatible Group Microsoft CRM Servers require access to the Active Directory organizational units where the users are located. You must add the following accounts to the pre-Windows 2000 Compatible group in Active Directory:

• Microsoft CRM Services Account(s) − usually local computer account

• IIS Service Account on Microsoft CRM server − default is the local computer account

• SQL Server Service Account − computer account if running as local system

You should perform this procedure for every domain in your organization.

Register your Microsoft CRM Installation The Microsoft CRM Server Setup program gave you an option to register your Microsoft CRM installation during the setup, or wait until later and register the installation manually. The following rules govern the post-registration process if you decide to wait:

• You cannot access Microsoft CRM until you register Microsoft CRM.

• You are given a 30-day grace period in which to register. • If you do not register within 30 days, your installation is disabled.

To register your Microsoft CRM installation, follow these steps:

• Navigate to the Microsoft CRM program group • Run the Microsoft CRM Registration Wizard • Complete the registration process

NOTE: You do not have to register your installation if you install Microsoft CRM 3.0 using a Trial License Key.

Add web site to Internet Explorer web content security zone and adjust its security settings You can skip this step if you created the Microsoft CRM web site prior to running the Microsoft CRM Server Setup program. In this case, you should have already performed this step during the pre-installation tasks. However, if you let the Server Setup program create the web site, then you must perform this step as part of the post-installation tasks before you can access Microsoft CRM.


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This step adds the Microsoft CRM web site to the corresponding Web content zone which Internet Explorer uses to determine the site's security settings. The correct zone is dictated by an organization's internet security policies. If you fail to perform this step, then Internet Explorer's Enhanced Security Configuration blocks you from accessing Microsoft CRM. Once you add the Microsoft CRM web site to the Web content zone used by your organization, review the security level for that zone and select the User Authentication Logon setting used by your organization. You must also disable the use of pop-up blockers in order to access Microsoft CRM.

Uncheck the Restricted Access Mode option on the installation user record When you install Microsoft CRM Server 3.0, the user account that performs the installation (crmadmin) is automatically updated in Microsoft CRM as follows:

• A user account is created in Microsoft CRM for the installation user • This Microsoft CRM user account is assigned the System

Administrator role • The Restricted Access Mode option is set on this user account

The Restricted Access Mode option allows you to have a backup system administrator with limited Microsoft CRM privileges that does not consume a standard user license. Although the features of the Restricted Access Mode option are covered in detail in the later lesson on Configuring Users and Teams, we need to address it here with regard to the installation user. Key features of the Restricted Access Mode option include:

• Any user assigned the Restricted Access Mode option is restricted to accessing the Settings and Customization functionality in Microsoft CRM.

• Even though the installation user is assigned the System Administrator role, the role's security privileges are overridden by the limited privileges associated with the Restricted Access Mode option.

Therefore, as part of the post-installation checklist, perform the following tasks:

• Create a backup administrator user account and assign it the Restricted Access Mode option. Provides the backup account with restricted Administrator privileges.

• Uncheck the Restricted Access Mode option on the installation user (crmadmin) account. Removing the Restricted Access Mode option from this account provides full system access per its System Administrator role.


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Changing the application pool for Reporting Services if you are using Microsoft SQL Server 2005 This procedure should be followed only if you installed Microsoft CRM on a Microsoft SQL Server running SQL Server 2005. It is not required if Microsoft CRM is on a different server than Microsoft SQL Server 2005.

1. On the Microsoft SQL Server, on the Start menu, point to All Programs, point to Administrative Tools, and then click Internet Information Services (IIS) Manager.

2. Expand the node for the computer.

3. Expand the node for the default Web site.

4. Select Reports.

5. On the Action menu, click Properties.

6. On the Virtual Directory page, in Application pool, select DefaultAppPool.

7. Click OK.

NOTE: Because the classroom environment uses SQL Server 2000 and not 2005, you will not perform this task in Lab 3.3 (Post-Installation Checklist Verification). However, the procedure to perform this task is included above for your reference if your deployments include this installation scenario.

Update Reporting Services with the Microsoft CRM style sheets if you are using an existing Reporting Services installation This procedure should be followed only if you are using an existing Reporting Services installation. In this case, copy style sheets for Microsoft CRM reports to your Reporting Services installation.

1. Copy four files, mscrm.css, mscrmx.css, mscrmp.css, mscrmxp.css, from the Microsoft CRM Server CD in the folder wwwroot\Microsoft CRMReports\rsstyles to the styles folder in your Reporting Services installation. By default, the styles folder is installed at c:\Program Files\Microsoft SQL Server\MSSQL\Reporting Services\ReportServer\styles.

2. Select all four files.

3. Right-click the selected files, and then click Properties.


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4. Click the Security tab, and then click Add.

5. Type UserGroup, and then click OK. UserGroup is an ActiveDirectory group that Microsoft CRM sets up that includes all Microsoft CRM users.

6. Modify the permissions for UserGroup so that in the Allow column, only Read permission is selected, and then click OK.

NOTE: Because the classroom environment uses SQL Server 2000 and not 2005, you will not perform this task in Lab 3.3 (Post-Installation Checklist Verification). However, the procedure to perform this task is included above for your reference if your deployments include this installation scenario.

Verify the Reporting Services Installation Perform the following procedure to verify your Reporting Services installation is functioning properly:

1. Open Microsoft CRM.

2. On the Workplace, under My Work, click Reports.

3. If you receive an error message Server Error in '/Reports' Application, see the section on troubleshooting your Reporting Installation in the Implementation Guide.

4. Double-click the User Summary report.

5. You are presented with a report listing the users in Microsoft CRM. This list depends on your security privileges, and although all users can run this report, all users do not have the rights to view these records.

6. Open the Reporting Services Web site http://<SQL_Server>/Reports. The Report Manager home page appears with a folder name that matches the organization name used during Microsoft CRM setup.


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Setup Issues that Require Re-installing Microsoft CRM Several of the post-installation processes require verification that the Setup program completed specific tasks. If the following tasks were not completed correctly by the Setup program, you must uninstall Microsoft CRM Server 3.0 and re-install:

• Security groups added to Active Directory • Microsoft CRM web pages installed under the Microsoft CRM web

site • Microsoft CRM databases created on the Microsoft CRM database

server • Microsoft CRM program group created

NOTE: The command line "Repair" option does not correct these issues. The repair option only applies if the Microsoft CRM files are overwritten or get corrupted; in this case, repair restores all the binary files, re-registers components, and replaces registry keys, as needed.


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Lab 3.3 − Microsoft CRM Server Post-Installation Checklist Verification Company: Adventure Works Cycle

Introduction In this Lab you review the Microsoft CRM Server 3.0 installation and perform all required post-installation tasks. As you perform the instructions, use the information in the Scenario and Goal Description to complete the lab.

Scenario Adventure Works Cycle is implementing Microsoft CRM. As Technical Consultant, you have completed the installation of Microsoft CRM Server 3.0. You are now responsible for completing the post-installation review.

Goal Description Before continuing with the Sample Data load and the installation of the Exchange E-mail Router and Outlook client, verify that the server installation completed successfully. You plan to use the Post-Installation Checklist on page 129 to determine the features you need to review.

Add the Microsoft CRM Web site to the Trusted Sites zone and adjust its security settings Because Adventure Works had the Server Setup program create the Microsoft CRM web site, you must now add it to the Web content zone that Internet Explorer uses to determine the site's security settings. Adventure Works has requested that you configure the Microsoft CRM web site as follows:

• Add the Microsoft CRM web site (http://london) to the Trusted Sites zone.

• For the Trusted Sites zone, adjust the following security settings: – Set the User Authentication Logon option to "Automatic logon

with current username and password." – Disable the use of pop-up blockers.

Restricted Access Mode and the Backup Administrator account During this lab you will unassign the Restricted Access Mode option from the CRM Administrator user account, and you will create a new backup administrator account that is assigned the Restricted Access Mode option. Apply the following information when you create the backup Administrator user account in Active Directory and Microsoft CRM:


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In Active Directory First name = CRM Last name = Backup Alias = crmbackup

NOTE: Do not make this user a member of the Domain Admins group. In Microsoft CRM Business Unit = Adventure Works Cycle (use the root Business Unit) Security role = System Administrator Select the Restricted Access Mode option

Challenge Yourself! Instructions Make sure that you are logged in as the CRM Administrator account used to install Microsoft CRM. Perform each task identified in the Post-Installation Checklist on page 129.

Need a Little Help? Instructions Perform each task identified in the Post-Installation Checklist on page 129. Instructions for each task are shown below:

Log-in as the CRM Administrator Make sure that you are logged in as the CRM Administrator account used to install Microsoft CRM.

Verify Active Directory Security Groups

1. Navigate to Active Directory Users and Computers.

2. Click on the Organizational Unit selected during the Microsoft CRM Server Setup program.

3. You should see the four security groups listed in the Post-Installation Checklist.

Add Microsoft CRM service accounts to pre-Windows 2000 Compatible access group

1. Remain in the Active Directory Users and Computers.

2. Expand the domain (for example, ADVWORKS.MSFT) and click Builtin.


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3. In the right pane right-click Pre-Windows 2000 Compatible Access, and click Properties.

4. In the Members tab, click Add.

5. In the Object Types field, select Computers if not selected.

6. Enter the name of the Microsoft CRM server (London, for classroom training) and the name of the SQL Server (since this is London for training, do not enter it again). This assumes you have used LocalSystem as the service account for SQL Server, IIS, and Microsoft CRM. Click OK twice to close the windows.

Verify the Microsoft CRM web pages are installed

1. On the Microsoft CRM Server, navigate to Administrative tools, then Internet Information Services (IIS) Manager.

2. Record the name of the Microsoft CRM web site created by the Microsoft CRM Server Setup program: ______________________.

3. Verify the Setup program installed the web site components. The Microsoft CRM v3.0 web site should appear as follows:

FIGURE 3-16: MICROSOFT CRM 3.0 WEB SITE


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Verify the Microsoft CRM databases were created

1. On the SQL Server computer, navigate to the Microsoft SQL Server program group and start Enterprise Manager.

2. Drill down on the console root to the SQL Server name. Expand the SQL Server name to view the Databases folder.

3. There should be four Microsoft CRM databases available. Two of the databases are Microsoft CRM databases, and two are SQL Reporting Services databases. Verify the two Microsoft CRM databases have the organization name as the prefix in the database names. For classroom training environments, the organization name is: Adventure_Works_Cycle_<dbname>

4. Record the names of the four Microsoft CRM databases here:

Verify a Microsoft CRM program group was created

1. Navigate to All Programs in the Start menu.

2. Select the Microsoft CRM program group, which contains several programs.

3. Record the program names here:


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Register your Microsoft CRM implementation Register your Microsoft CRM installation as soon as possible following installation. Follow these steps to register your Microsoft CRM deployment:

IMPORTANT: In classroom training environments, starting the Registration Wizard displays the following message: "Registration is disabled for your current product key type." This is because the license key entered during setup was a Trial License key, which does not require registration. For classroom training environments, skip this step. For non-classroom training environments, complete the registration process.

1. From the Start menu, select All Programs, then Microsoft CRM,

and click the Registration Wizard.

2. Select the method to use for registering the system.

3. Fill in your Company Information. All the named fields must be completed to continue.

4. On the second Company Information page, enter the number of employees, number of desktop computers that are used, number of Microsoft CRM users, and industry.

5. On the Partner Information page, fill out the information to identify the partner assisting the Microsoft CRM implementation.

6. Review the registration data, and go Back to any previous page to correct an entry.

7. Finish your registration.

Add web site to Trusted Sites zone and adjust security settings Adventure Works has requested that you add the Microsoft CRM web site to the Trusted Sites web content zone and adjust its security settings per the parameters defined in the Goal Description.

1. Right-click the Internet Explorer icon and select Properties.

2. Click the Security tab.

3. Click Trusted Sites, then click Sites.

4. Add http://london as a web site in this zone.

5. Click Custom Level to adjust the security settings for this zone.

6. Set the Use Pop-up Blocker option to Disable.

7. Under User Authentication, set the Logon option to Automatic logon with the current username and password.


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Verify you can open and access Microsoft CRM If all the previous post-installation checks are successful, you are ready to start Microsoft CRM. Verify that the application starts and you can use it.

1. Start Internet Explorer.

2. The desktop of the Install Server VPC image includes a shortcut to accessing Microsoft CRM. Double-click on this shortcut to open Microsoft CRM.

3. Once Microsoft CRM starts, verify you can navigate through the application and that everything appears in order.

NOTE: Notice the limited modules that you can access. The Sales module is not displayed in the Navigation pane and the Service module only provides access to Knowledge Base articles. This is due to the fact that the Setup program set the Restricted Access Mode option in the installation user's Microsoft CRM user account. We will adjust this in the next step.

Create a Backup Administrator and Unassign the Restricted Access Mode option from the installation user account

1. Create a new user account in Active Directory with user credentials outlined in the Goal Description for the Microsoft CRM Backup Administrator.

2. In Microsoft CRM, add a user account for this backup administrator. Apply the user credentials outlined in the Goal Description, and set the Restricted Access Mode option.

3. Open the CRM Administrator user account in Microsoft CRM and clear the Restricted Access Mode option.

4. Press F5 to refresh Internet Explorer. Since the Restricted Access Mode option is no longer selected on the CRM Administrator's account, you now have access to all Microsoft CRM functionality.

Verify Reporting Services installation

1. In Microsoft CRM, navigate to Workplace.

2. Under My Work, click Reports.

3. Double-click the User Summary report. Run the report.

4. If you receive an Internet Explorer dialog box indicating the content from the web site is blocked by the Internet Explorer Enhanced Security Configuration, click Add to add your Reporting Services web site to the Trusted sites zone (for classroom training environments, this will be http://london).


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On the Trusted Sites dialog box, click Close.

5. If the report is not displayed because you added the report services web site at http://London to the trusted sites, repeat the process of selecting the report and run it again.

6. You are presented with a report listing the users in Microsoft CRM.

7. Press CTRL+N to open a new Internet Explorer window. This exposes the address bar so you can enter the URL of the Reporting Services Web site. For the classroom training exercise, type: http://London/Reports.

For non-classroom environments, type: http://<SQL_Server name>/Reports.

8. You see the SQL Server Reporting Services home page, with a folder name that matches the organization name used during Microsoft CRM setup.

9. Click on this folder name to view all of the available Microsoft CRM reports.

10. Close this instance of Internet Explorer.


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Microsoft CRM 3.0 Sample Databases Sample data gives a Microsoft CRM application realistic business data extensive enough to enable the exploration of the important Microsoft CRM functionalities. Sample data can play a key role in the following functions:

• Sales and Marketing presentations. Convincing sample data enables lively and effective sales presentations that sell Microsoft CRM.

• User training. Comprehensive sample data improves user training and lets users explore the features of Microsoft CRM in a structured manner.

The sample data is installed on a working Microsoft CRM server using the Sample Data Wizard and a set of .xml files that contains the sample data. Because the data is inserted into a working Microsoft CRM database, it is added to (and may overwrite) any data already in the database. The Sample Data Wizard must be run on the Microsoft CRM server. The sample database can be used on Microsoft CRM system configurations where:

• Microsoft CRM Server and Microsoft SQL Server® are installed on the same computer (such as using Microsoft Windows® Small Business Server 2003), and

• On those configurations where Microsoft CRM Server and SQL Server are running on separate computers.

Key Features When Using Microsoft CRM 3.0 Sample Data Microsoft CRM 3.0 provides a working sample data set based on the fictitious Adventure Works Cycle organization. The following are key features of the Microsoft CRM sample data and sample data load process:

• Microsoft CRM 3.0 supports both the default Adventure Works Cycle sample data set and user-defined data sets.

• The Sample Data Setup Wizard lets you install, uninstall, and refresh sample data. – Refreshing sample data reverts the target Microsoft CRM

implementation to a fresh installation of sample data. – Uninstalling sample data reverts the target Microsoft CRM

implementation to its state before the sample data was installed.

• The Setup wizard works with a data schema that is flexible and supports data addition and removal.


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• The data schema of the 3.0 sample data takes into account the international audience.

• The sample data supports new 3.0 functionality such as marketing automation and service scheduling.

• Data screens are now fully populated, enabling meaningful scenarios.

• To avoid static dates that make the data appear outdated, the Sample Data Setup Wizard dynamically updates relevant dates for activities and other time-sensitive objects.

• By default, you can use the Adventure Works Cycle sample data, although you can enter any organizational name in place of Adventure Works Cycle.

• During the sample data load process, you can also map your own organization's users in place of the 12 fictitious Adventure Works Cycle users.

FIGURE 3-17: MICROSOFT CRM 3.0 SAMPLE DATA

Multiple Data Sets A set of XML files contain the implementation's default sample data. The XML files contain data for all major Microsoft CRM objects. The user installs sample data by running the Sample Data Setup Wizard. This wizard reads the XML files and calls the Microsoft CRM APIs to create the appropriate objects in the Microsoft CRM database. The Sample Data Setup Wizard can install any data set that complies with the defined demo data schema. Multiple data sets can be created and supplied to the user to suit the needs of different demonstrations. During the sample data installation, users can select the sample data set they want to import.


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Sample Data Warnings There are several conditions that must be avoided as you prepare to load a sample data set. These include the following:

• Do not run the Sample Data Setup Wizard on the production environment. Existing data may be overwritten.

• Do not run the Wizard from a network share. • Do not associate a single Active Directory user with more than one

demo data user.

Sample Database Prerequisites There are several prerequisites that must be satisfied before you can run the Sample Data Setup Wizard. These include the following:

• Run the Sample Data Setup Wizard on the Microsoft CRM Server only.

• The wizard supports scenarios where the Microsoft CRM Server and SQL Server are installed on same server or on two separate servers.

• To run the wizard, the logged-in user should be a Local Administrator on the Microsoft CRM Server, and possess administrative privileges on the SQL Server to both back up and restore the database.

• A folder must be created in the SQL Server where the database backups are stored and restored by the Wizard. – This folder path must be configured in the

Microsoft.crm.tools.sampledatawizard.exe.config file. – Creating this folder is mandatory if SQL Server is not installed

on the Microsoft CRM Server. – This folder is created automatically by the Sample Data Setup

Wizard if the Microsoft CRM Server and SQL Server are the same server.

NOTE: For classroom training environments, you do not have to create this folder; the Microsoft CRM Server and SQL Server are on the same server.


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Sample Database Users The sample database contains user information for 12 fictitious users, each assigned a different Microsoft CRM role. To use these sample users, create them in Active Directory using the information in Table 3-7. You must create them in the Active Directory domain that contains your Microsoft CRM Server before you run the Sample Data Wizard. Name Alias Role Jose Curry jose Salesperson Gail Erickson gail Sales Manager RogerVan Houten roger Customer Service Representative Stefan Delmarco stefan CSR Manager Patricia San Juan patricia Marketing Manager Alan Jackson alan Salesperson Ryan Williams ryan Customer Service Representative Connie Watson connie Customer Service Representative Ben Burton ben Customer Service Representative Chris Perry chris Customer Service Representative Mathew Pereira mathew Customer Service Representative Judith Walker judith CSR Manager

TABLE 3-7 - DEFAULT SAMPLE DATABASE USERS Using the default sample database users has at least two advantages:

• Your real users and the sample database users can be kept separate. • The sample database users are automatically configured during the

installation of the sample database.

IMPORTANT: If you create these users in Active Directory do not create user accounts for them in Microsoft CRM. The Sample Data Wizard adds the sample users automatically during installation.

Mapping your organization's users to the sample user roles Instead of using the 12 fictitious Adventure Works users, you can optionally map 12 of your organization's actual users to the Microsoft CRM sample database user roles in Table 3-7.

• You must have at least 12 users in Active Directory that can be assigned these roles.

• When you run the Sample Database Setup wizard, you are presented with several pages where you can map existing users to the sample database roles.


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Configuring the Sample Data Wizard configuration file Before running the Sample Data Setup Wizard, you can update sample data installation options in the Microsoft.Crm.Tools.SampleDataWizard.exe.config file. This file stores such information as:

• Whether a log file should be created of the installation process. • The location of the log file. • The location of the SQL Server where the sample database backups

are stored. Options available in this config file include the following:

• <add key="LogFileLocation" value="c:\SampleDataWizard.log" /> • If the key "LogFileRequired" key value is set to "true" the log file is

created in the location specified. • <add key="BackupLocation" value="c:\Backup\" />

This is the location on the SQL Server where the database backups are stored and restored from. This folder should be present before the wizard is executed. The creation of this folder is mandatory if SQL Server is installed on a different server, and can be created automatically by the Sample Data Setup Wizard if the Microsoft CRM Server and SQL Server are the same server.

• <add key="ISVBackLocation" value="c:\Backup\" /> This is the location in the Microsoft CRM Server where the isv.config file is backed up and restored from during the install, uninstall, and restore processes.

Do not change the following values in the Config file unless there is a change in the nature of the Microsoft CRM 3.0 installation.

• <add key="MSCRMRegistryKey" value="SOFTWARE\\Microsoft\\MSCRM" /> This is the registry key from where the SQL Server details and database details are picked up.

• <add key="ISVwebSiteKey" value="webSitePath" /> The registry key under "SOFTWARE\\Microsoft\\MSCRM" from where the physical path of the Microsoft CRM web site is picked up. This location is required to pick up the isv.config file.

• <add key="MSCRMVersionRegistryKey" value="Microsoft CRM_Server_Version" /> This is the registry key path from where the version of the currently installed Microsoft CRM Server is picked up.


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• <add key="MSCRMVersion" value="3.0" /> This is the Microsoft CRM version supported by the wizard.

• <add key="MSCRMStopServices" value="Microsoft CRM Workflow Service" />

During install, uninstall, and refresh, these services are stopped and started.

• <add key="MSCRMStartServices" value="Microsoft CRM Workflow Service" />

During uninstallation, refresh and install operations, these services are stopped and started.

• <add key="SQLServerStopServices" value="MSSQLSERVER" /> During the install, uninstall, and restore processes, these services are stopped and started to enable backup and restoration of the sample database.

• <add key="SQLServerStartServices" value="MSSQLSERVER,SQLSERVERAGENT" />

During the install, uninstall, and restore processes, these services are stopped and started to enable the databases to be backed up and restored.

• <add key="SchemaValidation" value="true" /> This key must be set to "true" if the wizard validates the xml files against the supported schema. If this value is set to "false", the wizard skips schema validation.

• <add key="MSCRMDatabaseRegistryKeys" value="metabase,database" /> These are the registry keys that will be looked up to obtain the names of the databases that must be backed up and restored.

• <add key="ApplicationName" value="Microsoft CRM Sample Data Import Wizard" /> This is the text that will be displayed as the titles in the message boxes.

• <add key="SchemaValidationSkip" value="workflowcustomizations.xml,workflow.xml"/> These are the list of XML files that must be skipped during schema validation if the "SchemaValidation" key is set to "true".


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Installing the Sample Database The sample data load process installs accounts, contacts, leads, opportunities, and other Sales and Customer Service information into the Microsoft CRM 3.0 installation. This section examines each step in the installation process of the default sample data.

NOTE: After you have completed the data load process, you can log into Microsoft CRM as any one of the 12 users entered in the Sample Database Setup wizard to see the data been assigned to them. For classroom training, use the 12 default Adventure Works users defined in Table 3-7. These users appear during the labs in the upcoming lessons that configure business units, security, and users.

Step 1 − Start the Sample Data Setup Wizard On the Microsoft CRM Server CD, navigate to the SampleData folder and double-click on the Microsoft.Crm.Tools.SampleDataWizard.exe program.

Step 2 − Select location of the Sample Data This page gives you the option to select the default path or a different location for the sample data files. The default location is C:\Demo Data\Release Files\DataFiles.

FIGURE 3-18: SELECT THE SAMPLE DATA SET


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To install the default sample data, select the Default Path option. Note the following information about this option:

• If you select "different location," select the path of the data files which must be imported.

• As soon as the data files are selected, the XML files are validated against the schema if the "SchemaValidation" key value is set to "true" in the Microsoft.crm.tools.sampledatawizard.exe.config file.

• An error message appears if any of the XML files do not comply with the schema.

• If you receive this schema file error, you can continue with the process, or stop the installation, make the appropriate corrections in the XML files, and continue with the installation.

Step 3 − Select the Active Directory Users for Sample Data Users On this page match a user from Active Directory with a sample data user. If you created the 12 users listed in Table 3-7 in Active Directory, they automatically appear in these user selection screens. If you did not create the users in Active Directory map your organization's users to these roles. Users must be in the domain that also contains the Microsoft CRM server. There are four pages in this step, where each page lets you select Active Directory users for three sample data users.

FIGURE 3-19: MAP THE ACTIVE DIRECTORY USERS TO THE SAMPLE ROLES


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The following information applies to this page:

• For each role, click the ellipsis (…) button and choose a user from Active Directory.

• Selection of the same Active Directory user for multiple sample data roles in different business units is not permitted because the Microsoft CRM Server does not allow the association of multiple business units to a single user.

• The wizard allows multiple security roles to be assigned to each user. This is defined in the hierarchy.xml file. The name of each role assigned to a user must be added in a comma-separated format.

IMPORTANT: The hierarchy.xml file is located in the Datafiles/Common folder. This file specifies the hierarchy for creating business units and users. The roles for the sample users are also specified in this file.

• The Systemuser.xml file is located in the Datafiles/Common folder

and contains the details of each sample data user (full name, domain name). When the domain name in the Systemuser.xml file matches the alias name present in Active Directory, the wizard automatically populates the Active Directory user population field.

• To install sample data for some of the users and not all 12, leave some of the user mapping fields blank. Issues regarding blank user fields include the following: – If any of the user fields are blank, data is imported only for the

sample users for which Active Directory users are mapped. – Because the data for one user is referred by other users, the

wizard logs some errors and the data for the rest of the users is not imported completely.

• If a sample user exists in Microsoft CRM under a business unit that differs from the business unit that appears for the user in the hierarchy file, an error message appears and the wizard cannot continue.


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Step 4 − Review Sample Data Hierarchy A hierarchy of the sample database business units and corresponding users is displayed. Maintenance is not necessary; click Next to continue.

FIGURE 3-20: REVIEW THE SAMPLE DATA HIERARCHY

Step 5 − Installing Sample Data The wizard starts installing the sample data when the sample data users are selected.

FIGURE 3-21: INSTALLING THE SAMPLE DATA


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The following information applies to the installation process:

• The installation process creates a table in the Microsoft CRM database named "DemoData."

• This table contains an "Installed" flag that gets set to 1 by the Sample Data Load program.

• The next time that the Sample Data Setup Wizard runs, it recognizes this flag is set to 1 and provides an option to either Uninstall or Refresh the sample data.

Refreshing a Sample Database If you run the Sample Data Setup Wizard after the sample data is installed, the Welcome page provides an option to either Update or Uninstall the data.

FIGURE 3-22: REFRESH AND UNINSTALL OPTIONS If you select the Update option, the wizard prompts you to either Update Existing Data Set or Load New Data Set.

• Update Existing Data Set. The current database is backed up and the database that was backed up at the end of the last successful installation is restored.

• Load New Data Set. The current database is backed up and the database that existed before the first installation of demo data is restored. Select the path of the new data set that must be installed. This page is identical to the Sample Data location page when performing a new installation.


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Uninstalling a Sample Database Uninstalling a sample database means running the Sample Data Setup Wizard and selecting Uninstall on the Welcome page. When you respond to a confirmation dialog box, the data is uninstalled. The uninstall process performs the following tasks:

• It begins by making a backup of the current sample database. • It then restores the original database exactly as it was before you

installed the sample database. Data and system customizations added while using the sample data are lost.

NOTE: To update dates associated with Activity records, you must uninstall the sample database and install a fresh version. Installing the sample database updates the dates associated with each Activity. The Refresh option does not update Activity dates.


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Lab 3.4 − Loading Sample Data Company: Adventure Works Cycle

Introduction In this Lab you load the default sample database. As you perform the instructions, use the information in the Scenario and Goal Description to complete the lab.

Scenario Adventure Works Cycle is implementing Microsoft CRM. As Technical Consultant, you have completed the installation and post-installation review of Microsoft CRM Server 3.0. To test the application and perform end-user training with the project team, you must first load the default Adventure Works Cycle sample database.

Goal Description As Technical Consultant, it is your responsibility load the default Adventure Works Cycle sample database. This process includes the following steps:

• The first step requires that you create the required Adventure Works Cycle users in Active Directory. However, since we do not want to make this lab an exercise in Active Directory data entry (and each student should already know how to add users into Active Directory per the class prerequisites), 12 users (in Table 3-7 on page 145) are in Active Directory.

• Once the users are entered into Active Directory, run the Sample Data Setup Wizard to load the demo data. – On the Location of Sample Data page, select the option to Use

the Default Path. – When you select the Active Directory users to map to the sample

data users, the users entered in Active Directory pre-fill for you. o If they do, accept these default users. o If a user field is blank, select the Active Directory user

whose name matches that of the sample user.

IMPORTANT: The default security policy for Domain Controllers only allows users who are members of the Domain Admins group to log on to the server. In the classroom training environment, our Microsoft CRM Server is also our domain controller. By default, each sample data user would have to be a domain administrator to log on and perform the labs in this course. Because we do not want to make each user a domain administrator, we have adjusted this security policy so that any user can log into the domain controller. THIS IS NOT A STANDARD SECURITY BEST PRACTICE. We have only instituted this policy change because of the Virtual PC image that is used in our training class environment.


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Challenge Yourself! Instructions Verify you are logged in as the CRM Administrator account used to install Microsoft CRM. Close Internet Explorer if it is open. Use the information in the Goal Description to load the Adventure Works Cycle sample database.

Need a Little Help? Instructions Verify you are logged in as the CRM Administrator account used to install Microsoft CRM.

1. Close Internet Explorer if it is open.

2. The users in Table 3-7 on page 145 have been added in Active Directory. You do not need to perform this step.

3. For classroom environments, open Windows Explorer and select the CD-ROM drive. This should display the iso image of the Microsoft CRM Server CD. Open the D:\SampleData folder. For non-classroom environments, insert the Microsoft CRM Server CD into the CD ROM drive and navigate to the SampleData folder. Double-click Microsoft.CRM.Tools.SampleDataWizard.exe

4. Accept the Welcome page.

5. Per the instructions in the Goal Description, accept the default path of the sample data, and map Active Directory users to the sample data users. For additional help, see the section titled Installing the Sample Database on page 130.


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Summary This lesson reviewed the Microsoft CRM Server and its Setup process. The following features were addressed:

• The components of the Microsoft CRM Server architecture. • Key features of the Microsoft CRM Server. • The pre-installation requirements that must be completed before

installing Microsoft CRM Server. • The installation process for Microsoft CRM Server 3.0. • The post installation requirements performed to prepare Microsoft

CRM for use. For each of these items, you performed corresponding labs that led to the installation of Microsoft CRM Server 3.0 and the Adventure Works Cycle sample database.

Best Practices In addition to these items, there are several "best practices" to consider when you install Microsoft CRM Server.

1. Analyze the current infrastructure by taking inventory of the current hardware and software. It helps determine what is currently installed, what can be used, and what must be purchased before the implementation can continue. Review the Implementation Guide if upgrades are required. The Implementation Guide identifies the steps to follow when upgrading network components.

2. Consider the software configurations before you install Microsoft CRM on the server.

3. Review all pre-installation tasks before installing Microsoft CRM.

4. Either log on as a Domain Administrator or as a user who has the minimum privileges required to install Microsoft CRM Server. You cannot install the Microsoft CRM Server if your user account does not meet these requirements.

5. Creating your own custom IIS web site. Make sure the web site uses a local folder location in the Path field on the Root Directory in the IIS console.


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Test Your Knowledge − Installing Microsoft CRM Server

1. What are the names of the two versions of Microsoft CRM 3.0, and what operating systems support each version?

2. What is the maximum number of users the Small Business Edition can support?

3. What administrative-related option does the Microsoft CRM Server Setup program set on the installation user account?

4. If the installation user is not a domain administrator, then what are the minimum set of privileges the user must possess, and what are the two methods in which the user can be assigned those privileges?

5. Identify two of the features that are available when running the Microsoft CRM Server Setup program through the command line that are not available when running the Setup program from the Microsoft CRM Server CD.

6. Once the Microsoft CRM Server Setup program finishes, what must you do to allow permanent access to access Microsoft CRM?


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7. What are the four databases created by the Microsoft CRM Server Setup program?

8. If the Microsoft CRM Server Setup program creates the Microsoft CRM web site, what port ID does it assign to the site?

9. On what server should the Sample Data Setup Wizard be run?

10. When installing the Microsoft CRM Server on a Small Business Server, the Setup program integrates with the Add Computer functionality in SBS to automatically create what component?


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Quick Interaction: Lessons Learned Take a moment and write down three Key Points you have learned from this chapter: 1.

2.

3.


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Microsoft Crm Server(Chapter-3)

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Transcript of Microsoft Crm Server(Chapter-3)