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Microsoft Dynamics crm planning Guide


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Planning requirements for Microsoft SQL Server Reporting Services


The Microsoft Dynamics CRM Connector for SQL Server Reporting Services connects the Microsoft Dynamics CRM Server to the Reporting Services computer, and eliminates the Kerberos double-hop authentication that was required for Microsoft Dynamics CRM 3.0 deployments where Reporting Services was installed on a separate computer.

The Microsoft Dynamics CRM Connector for SQL Server Reporting Services is required if the following two conditions are true:



  • You do not want to manually configure Trust for Delegation.

This configuration is necessary to allow the double-hop Kerberos authentication requirement when you install the Microsoft Dynamics CRM Connector for SQL Server Reporting Services on a computer that is not the Microsoft Dynamics CRM Server or SQL Server.

  • You deploy Microsoft Dynamics CRM for Internet-facing deployment (IFD).

To enable reporting through an Internet connection, you must install the Microsoft Dynamics CRM Connector for SQL Server Reporting Services.

Important

  • The Microsoft Dynamics CRM Connector for SQL Server Reporting Services should not be installed on an instance of Microsoft SQL Server Reporting Services that is running under the same account as a Microsoft Dynamics CRM Server component. This configuration can make the system vulnerable to certain attacks. During installation, Setup detects this scenario, and you can click Help for information about how to work around the issue,

  • The Microsoft Dynamics CRM Connector for SQL Server Reporting Services does not work correctly if it is installed on an instance of SQL Server Workgroup Edition. Some features, such as report scheduling do not work.

If you do not install the Microsoft Dynamics CRM Connector for SQL Server Reporting Services, Microsoft Dynamics CRM reports will function with behavior and functionality seen in Microsoft Dynamics CRM 3.0. However, the following limitations exist:

  • The ability to schedule reports by using the Report Scheduling Wizard is not available.

  • Note that when you install the Microsoft Dynamics CRM Connector for SQL Server Reporting Services, you have the option of installing the component on a different server that is running Reporting Services. Therefore, by isolating the Microsoft Dynamics CRM Connector for SQL Server Reporting Services on a separate instance of SQL Server, which does not store the Microsoft Dynamics CRM databases, report performance may be improved.

Microsoft Dynamics CRM Connector for SQL Server Reporting Services requirements

The Microsoft Dynamics CRM Connector for SQL Server Reporting Services has the following requirements:



  • You must complete Microsoft Dynamics CRM 4.0 Setup before you run the Microsoft Dynamics CRM Connector for SQL Server Reporting Services Setup.

  • You must run the Microsoft Dynamics CRM Connector for SQL Server Reporting Services Setup on a computer that has SQL Server 2005 Reporting Services installed. For smaller data sets and fewer users, you can use either a single-server deployment, or a multiple-server deployment with one computer that is running SQL Server for Microsoft Dynamics CRM, and another server for Microsoft SQL Server Reporting Services. With larger datasets or more users, performance will decrease quickly when complex reports are run.

Microsoft Dynamics CRM Connector for SQL Server Reporting Services location

There are two approaches when you install the Microsoft Dynamics CRM Connector for SQL Server Reporting Services:



  • You can move complex reports from running on-demand by any Microsoft Dynamics CRM user, and schedule them to run at non-busy times. The result can be posted, and users can share the snapshot. The limitation of this method is that data is retrieved based on the user credentials that were supplied when the report was scheduled. This means that the snapshot could contain data that some users are cannot see. Therefore, the report administrator must carefully consider the user credentials that are used to run scheduled reports, and who has access to the snapshots.

You can combine these approaches by scheduling reports in this environment, although you have to consider the user credentials and access for the reasons listed previously.

Planning e-mail integration


To use the Microsoft Dynamics CRM e-mail routing and tracking features, you must use one or both of the following software components to integrate your e-mail system with your Microsoft Dynamics CRM deployment:

  • The E-mail Router provides centrally managed e-mail routing for users, queues, and forward mailboxes. This is frequently the better option for On-Premise and Partner-Hosted Microsoft Dynamics CRM deployments. With this method, e-mail is routed to Microsoft Dynamics CRM regardless of whether the recipient is logged on.

  • Microsoft Dynamics CRM for Microsoft Office Outlook provides e-mail routing capabilities on a single user basis. This does not require the E-mail Router, and is frequently the better option for smaller organizations that do not have full-time IT staff, or for organizations that use Microsoft Dynamics CRM Online. With this method, the actual e-mail routing for each user occurs only while the user is logged on. If Outlook is not running, e-mail messages remain in the queue and will not be processed until Outlook is started again.

Important

If your organization uses e-mail queues, you must use the E-mail Router. Queues are not supported by using Microsoft Dynamics CRM for Outlook.

Microsoft Dynamics CRM Server can operate without Exchange Server or a POP3 server. However, you will not have Microsoft Dynamics CRM incoming e-mail capabilities. Also, Microsoft Dynamics CRM Server can operate without an SMTP server. However, you will not have Microsoft Dynamics CRM outgoing e-mail capabilities.

Depending on your requirements, you may want to implement a solution that uses both the E-mail Router and Microsoft Dynamics CRM for Outlook. For example, if your Microsoft Dynamics CRM deployment hosts multiple organizations, or a single organization that has users who have varying needs, you might want to configure some users for the Microsoft Dynamics CRM for Outlook e-mail routing method, and configure other users and queues for the E-mail Router. For more information, see What's New in Microsoft Dynamics CRM 4.0 E-mail Integration (http://go.microsoft.com/fwlink/?LinkId=140358) and Microsoft Dynamics CRM 4.0 E-mail Integration Overview (http://go.microsoft.com/fwlink/?LinkId=140359).


Microsoft Dynamics CRM E-mail Router


The E-mail Router is an optional interface component that integrates your e-mail system with Microsoft Dynamics CRM, and routes qualified e-mail messages to and from your Microsoft Dynamics CRM organization. This section gives guidelines for analyzing your organization’s requirements for integrating e-mail with Microsoft Dynamics CRM, and outlines the things to consider when you plan, install, and configure an E-mail Router deployment.

The E-mail Router enables you to configure an interface between your Microsoft Dynamics CRM deployment and one or more Exchange Servers or POP3 servers, for incoming e-mail, and one or more SMTP servers for outgoing e-mail. E-mail messages come into the Microsoft Dynamics CRM system through the E-mail Router. If you use Exchange Server or a POP3 server, you can install the E-mail Router on a computer that is running Windows Server 2003, Windows XP, Windows Vista, or Windows Server 2008. Or, you can install the E-mail Router on a computer that is running Exchange Server. However, this is not a requirement.



Note

You can deploy and run the E-mail Router on multiple computers in a Microsoft cluster to provide high availability and failover functionality. In Windows Server 2003 this kind of server cluster is known as server clustering and in Windows Server 2008 it is known as failover clustering. Both of these server clustering technologies are supported with the E-mail Router. For more information, see "Install E-mail Router on multiple computers" in the Microsoft Dynamics CRM Installing Guide

After you install the E-mail Router, you must run the E-mail Router Configuration Manager, an application that is installed during E-mail Router Setup. You can use E-mail Router Configuration Manager to configure the following:


  • One or more incoming profiles. An incoming profile contains the information that is required by the E-mail Router to process incoming e-mail messages.

  • One or more outgoing profiles. An outgoing profile contains the information that is required by the E-mail Router to process outgoing e-mail messages.

For more information about the E-mail Router Configuration Manager, see the following resources:

  • "Microsoft Dynamics CRM E-mail Router Installation Instructions" in the Microsoft Dynamics CRM Installing Guide

  • E-mail Router Configuration Manager Help.

  • Deploying E-mail Router Sample Scenarios document (http://go.microsoft.com/fwlink/?linkid=102768)



E-mail systems


The E-mail Router can connect to one or more e-mail servers that run Microsoft Exchange Server 2003 or Microsoft Exchange Server 2007. The E-mail Router can also connect to POP3-compliant servers to provide incoming e-mail routing, and SMTP servers to provide outgoing e-mail routing. For more information about the e-mail server versions and protocols that Microsoft Dynamics CRM supports, see "E-mail Router software requirements" in this document.

Note

If your organization uses an e-mail system that Microsoft Dynamics CRM does not support out-of-the-box, you may want to consider writing your own e-mail plug-in. For detailed information, see E-mail Providers (http://go.microsoft.com/fwlink/?LinkID=140360) and Extending E-mail Integration (http://go.microsoft.com/fwlink/?LinkId=140361). When you install the E-mail Router, the assemblies that your plug-in must link to are also installed.

Exchange Server is an enterprise messaging system with the versatility to support various organizations. As with Active Directory and Microsoft Dynamics CRM, Exchange Server requires planning before it is deployed. Many documents are available from Microsoft that explain how to plan, deploy, and operate Exchange Server. For more information, see Additional resources for Exchange Server in this document.

Network topology and e-mail traffic


The overall requirements to deploy and configure an effective Microsoft Dynamics CRM e-mail solution for a small business are similar to those of a large enterprise. However, a small business might not have an IT department. As you plan your e-mail solution, consider the details of your particular IT environment, such as who is responsible for network administration, what is allowed for E-mail Router placement, use of forward mailboxes, and forwarding rules.

To optimize performance, carefully consider the size, complexity, and geographical distribution of your network. The location of your e-mail servers, the number of users who will route e-mail to and from Microsoft Dynamics CRM, expected traffic levels, and the frequency and size of attachments should help guide your decisions.

For example, an international enterprise-level Microsoft Dynamics CRM deployment might have user and queue mailboxes in multiple sites, regions, or countries. Such a deployment may accommodate multiple Microsoft Dynamics CRM organizations and multiple e-mail server configurations. The e-mail servers might be located inside or outside the corporate domain, separated by firewalls. For an example of the architectural design process for implementing an enterprise-level E-mail Router deployment, see Microsoft Dynamics CRM E-mail Router: Configuring for the Enterprise (http://go.microsoft.com/fwlink/?LinkId=140364).

A small business deployment, on the other hand, will typically have a relatively small number of users and significantly less e-mail traffic. Frequently there will be no full-time IT department to configure and maintain an E-mail Router deployment. For an example of a small business E-mail Router deployment, see Microsoft Dynamics CRM E-mail Router: Configuring for a Small Business (http://go.microsoft.com/fwlink/?LinkId=140365).



Avoid mailbox storage problems

Every organization has its own unique requirements for e-mail message routing and storage. To avoid problems that can result from overtaxing your system's storage capacity, consider the following when you plan an E-mail Router deployment:



  • How much e-mail should be routed? You can configure your system for the following levels of e-mail message tracking:

  • All e-mail messages

  • E-mail messages in response to Microsoft Dynamics CRM e-mail

  • E-mail messages from Microsoft Dynamics CRM Leads, Contacts, and Accounts

For more information, see "E-mail message filtering and correlation" in this document.

  • What storage quotas should be applied to each mailbox? For information about how to apply mailbox storage quotas and managing the automated messages that are sent to mailbox owners when their size limit is exceeded, see the documentation for your e-mail system.

  • How long should e-mail messages be stored? For information about automatically archiving or deleting e-mail messages, see the documentation for your e-mail system.



E-mail message filtering and correlation


The E-mail Router can automatically create e-mail activities in Microsoft Dynamics CRM, which are based on received e-mail messages. This kind of automation is known as e-mail message tracking. Users can select a filtering option that determines what e-mail messages will be tracked in Microsoft Dynamics CRM. Filtering is set on the E-mail tab of the Set Personal Options dialog box. The user filtering options are as follows:

  • All e-mail messages. All e-mail messages that are received by the user will have activities created.

  • E-mail messages in response to CRM e-mail. Only the replies to an e-mail message that is already tracked will be saved as e-mail activities. This option uses smart matching to relate e-mail messages to activities.

  • E-mail messages from CRM Leads, Contacts, and Accounts. Only e-mail messages sent from leads, contacts, and accounts that exist in the Microsoft Dynamics CRM database are saved as activities.

By default, the E-mail messages in response to CRM e-mail option is enabled. Correlation occurs after an e-mail message is filtered. When an incoming e-mail message is processed by the E-mail Router, the system extracts information that is associated with the e-mail message subject, sender address, and recipient's addresses that link the e-mail activity to other Microsoft Dynamics CRM records. This correlation process, also known as smart matching, uses the following criteria to match received e-mail message information to e-mail activities.

  • Subject matching. Prefixes, such as RE: or Re:, and letter case are ignored. For example, e-mail message subjects with Re: hello and Hello would be considered a match.

  • Sender and recipient matching. The system calculates the number of exact sender and recipient e-mail addresses in common.

When the matching process is complete, the system selects the owner and the object of the incoming e-mail message.

System administrators can turn off all message tracking for a particular user by setting the E-mail access type – Incoming value to None on the General tab on the User form.


Tracking tokens

If you need increased probability for e-mail identification and matching, the tracking token feature can be used to improve e-mail message tracking. A tracking token is an alphanumeric string generated by Microsoft Dynamics CRM and appended to the end of an e-mail subject line. It matches e-mail activities with e-mail messages.

Tracking tokens can be turned on or off, and configured to be unique for a specific Microsoft Dynamics CRM deployment. This means that an organization with multiple Microsoft Dynamics CRM deployments (such as for departmental use), can configure tracking tokens that are unique to each deployment. To configure tracking tokens, do the following:



  1. At the Microsoft Dynamics CRM main page, click Settings, under Settings click Administration, and then click System Settings.

  2. Click the E-mail tab.

Tracking tokens add an additional correlation component to smart matching. When Microsoft Dynamics CRM generates an outgoing e-mail activity, a resulting e-mail response arriving in the Microsoft Dynamics CRM system is then correlated to the originating activity.

By default, for new installations of Microsoft Dynamics CRM 4.0, the tracking token feature is turned on. The following figure and table show a tracking token and the parts.





Tracking token structure

The following table lists tracking-token parts and descriptions.



Part

Description

Prefix

Configurable. Default value = CRM. This can be unique for an organization or for a particular Microsoft Dynamics CRM deployment in an organization with multiple Microsoft Dynamics CRM deployments. We recommend that different Microsoft Dynamics CRM deployments use unique prefixes.

Online-offline designator

Not configurable. One digit. 0 for Online. 1 for Offline. This part indicates if the user was online or offline when the e-mail activity was created.

ID

Configurable. Default range is 3 digits. This is a numeric identifier for the Microsoft Dynamics CRM user who generated the e-mail activity.

Number

Configurable. Default range is 4 digits. This is a numeric identifier for the e-mail activity (not the individual messages that the activity contains.) If you configure Microsoft Dynamics CRM to generate a token with a four-digit number, it will increment the number through 9999, and then restart the number at 0000. You can use a larger order of digits to reduce the possibility of assigning duplicate tokens to active e-mail threads.

For more information about how to configure the tracking token, see the Microsoft Dynamics CRM Help.

Forward mailbox vs. individual mailboxes


For incoming e-mail messages, you can configure the E-mail Router to monitor either of the following:

  • A forward mailbox, also known as a sink mailbox

  • Each user's or queue's mailbox

Important

If your e-mail system does not allow rules where an e-mail message can be forwarded as an attachment, you must select Individual Mailbox Monitoring during E-mail Router Setup. If you are using Exchange Server, we recommend that you select Forward Mailbox Monitoring.

Configuring the E-mail Router to use a forward mailbox gives Microsoft Dynamics CRM one central mailbox to monitor, instead of monitoring the mailbox of each user who needs Microsoft Dynamics CRM e-mail capabilities.

Organizations that have to monitor a large number of mailboxes should consider using a forward mailbox to reduce the administrative effort. Monitoring many mailboxes can sometimes require maintaining access credentials in many incoming configuration profiles. For more information, see "Access credentials" in the Microsoft Dynamics CRM Installing Guide.

By using a forward mailbox, you shift the administrative effort to the task of deploying a server-side forwarding rule to each user mailbox. The forwarding rule forwards all incoming e-mail messages as attachments to the centralized forward mailbox. For Exchange Server only, you can use the Rule Deployment Wizard (installed with the E-mail Router) to deploy the forwarding rules. This can significantly reduce administration and maintenance requirements because the Rule Deployment Wizard can deploy the forwarding rule to multiple Microsoft Dynamics CRM users at the same time.

Important

To use a forward mailbox with a Microsoft Dynamics CRM deployment that interfaces with a POP3-compliant e-mail system, the e-mail system must be able to forward e-mail messages as attachments. Also, for POP3 e-mail servers, you cannot use the Rule Deployment Wizard. Instead, you must create the rules manually. For instructions, see "Create the rule manually" in the Microsoft Dynamics CRM Installing Guide.

You can configure users and queues in different ways within the same Microsoft Dynamics CRM deployment. For example, you may want to configure some user or queue mailboxes to be monitored directly on one e-mail server, and configure others to use a forward mailbox on a different e-mail server.

Forward mailbox monitoring

When you use forward mailbox monitoring, incoming messages are processed by Exchange or the POP3 server and the E-mail Router in the following sequence:

  1. A message is received by a Microsoft Dynamics CRM user or queue mailbox, on either the Exchange Server or the POP3 server.

  2. A rule in the user's mailbox sends a copy of the message to the Microsoft Dynamics CRM forward mailbox.

  3. The E-mail Router retrieves the message from the Microsoft Dynamics CRM forward mailbox and sends it to the computer that is running Microsoft Dynamics CRM Server.



Microsoft Dynamics CRM user options


This section describes the options available in Microsoft Dynamics CRM user records for sending and receiving e-mail messages.

Incoming e-mail messaging options

The available incoming e-mail configurations that can be used when a user or a queue receives Microsoft Dynamics CRM e-mail messages are as follows:



  • None: Use this option for users or queues that do not use Microsoft Dynamics CRM to track received e-mail messages.

  • Microsoft Dynamics CRM for Outlook: This option is available for users and requires that Microsoft Office Outlook be installed on the user's computer. This option does not require the E-mail Router component and is not available for queues.

  • Forward Mailbox: To use this option, you must install the E-mail Router. This option requires a "sink" mailbox, which is a dedicated mailbox that collects e-mail messages transferred from each Microsoft Dynamics CRM user's mailbox by a server-side rule. Although this option does not require users to run Outlook, it does require that the rule be deployed for each user. You use the Rule Deployment Wizard to deploy rules to each Microsoft Dynamics CRM user mailbox.

  • E-mail Router: When you select this option, the E-mail Router will process Microsoft Dynamics CRM e-mail messages directly from the user's or queue's inbox, without using a forward or a sink mailbox. Although this option does not require a sink mailbox, it does make troubleshooting E-mail Router issues more complex for larger user bases (10 or more users) because each incoming e-mail message is processed by the E-mail Router in every user's mailbox instead of in a single dedicated mailbox.

Outgoing e-mail messaging options

The available outgoing e-mail configurations that can be used when users or queues send Microsoft Dynamics CRM e-mail messages are as follows:



  • None: Use this option for users or queues that do not use Microsoft Dynamics CRM to send e-mail messages.

  • Microsoft Dynamics CRM for Outlook: This option is available for users and requires that Office Outlook be installed on the user's computer. This option does not require the E-mail Router component and is not available for queues.

  • E-mail Router: This option delivers Microsoft Dynamics CRM e-mail messages by using the E-mail Router component. The e-mail system must be SMTP-compliant. The E-mail Router can be installed on the SMTP server or on a different computer that has a connection to the SMTP server.



Additional resources for E-mail Router


For more information about the software requirements for the E-mail Router, see "System Requirements and Required Components" in this guide.

For more information about how to install and configure the E-mail Router, see "Install Microsoft Dynamics CRM E-mail Router" in the Microsoft Dynamics CRM Installing Guide.



Instructional videos

  • The Microsoft Dynamics CRM 4.0 E-mail Router with POP3 (http://go.microsoft.com/fwlink/?LinkId=140367)

  • The Microsoft Dynamics CRM 4.0 E-mail Router with Microsoft Exchange Server (http://go.microsoft.com/fwlink/?LinkId=140368)

  • Using a Forward Mailbox with Microsoft Dynamics CRM 4.0 (http://go.microsoft.com/fwlink/?LinkId=140369)

Troubleshooting

  • Troubleshooting the Microsoft Dynamics CRM E-mail Router (http://go.microsoft.com/fwlink/?LinkId=140414)

  • Troubleshooting E-Mail issues in Microsoft Dynamics CRM 4.0 (http://go.microsoft.com/fwlink/?LinkId=140431)

  • Microsoft Dynamics CRM 4.0 E-Mail Connector Logger tool (http://go.microsoft.com/fwlink/?LinkId=151312)



Additional resources for Exchange Server


For more information about how to plan to install Exchange Server 2003, see the following resources:

  • Microsoft Exchange Server 2003 Deployment Guide (http://go.microsoft.com/fwlink/?linkid=92524)

  • Planning a Microsoft Exchange Server 2003 Messaging System (http://go.microsoft.com/fwlink/?linkid=92526)

For more information about how to plan to install Exchange Server 2007, see the following resource:

  • Exchange Server 2007 Planning (http://go.microsoft.com/fwlink/?linkid=102916)



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