Installing Microsoft Crm Client for Outlook(Chapter-5)

Chapter 5: Microsoft CRM 3.0 Client for Outlook

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CHAPTER 5: MICROSOFT CRM 3.0 CLIENT FOR OUTLOOK Objectives

Actively participating during this lesson helps you:

• Identify the features of the Microsoft® CRM 3.0 client for Microsoft® Office Outlook

• Identify the prerequisites for installing the Microsoft CRM clients for Outlook.

• Understand the installation procedures for the two types of Microsoft CRM clients for Outlook.

• Install the Microsoft CRM laptop client for Outlook. • Understand how the Microsoft CRM 3.0 laptop client for Outlook

operates in both online and offline modes.

Overview For your organization to effectively use Microsoft CRM, the implementation process should be performed carefully and in phases. Implementing a Microsoft CRM system 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 only a few users. When planning the installation of the Microsoft CRM 3.0 client for Office Outlook you need to be aware that it is available in two different configurations:

• One designed for workstations or shared computers that cannot go offline.

• Another which enables offline access, but only supporting a single user per computer.

Besides deciding which client to install, also decide how to install the client. The following options are available:

• Install the client from each Microsoft CRM client CD • Install using an .msi image and Group Policy Objects

This lesson examines the installation requirements for each type of client. It also reviews the different methods of installing the client.

Microsoft CRM Installation and Configuration

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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 the 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 Inc. is now ready to install the Microsoft CRM 3.0 Server software. After a successful fiscal year, Fabrikam Inc. is looking to broaden its market share by focusing sales efforts on their best customers, extending product availability through an external web site, and reducing cost of sales through lower production costs.

Goal The implementation consultant completed installation of the Professional Edition of Microsoft CRM on a server running Microsoft® Windows® Server 2003. The consultant is now ready to install 25 Microsoft CRM client for Outlook systems on Windows XP laptops. However, instead of physically installing the client on all 25 laptops, the consultant will create a package to be pushed out to each sales person's laptop via Intellimirror, which is built into Windows Server 2000/2003.

Solution The implementation consultant must follow these steps:

• Review the hardware and software requirements for each laptop system on which the Microsoft CRM client for Outlook will be installed.

• Create an Administrative installation package for the client and place it on the Microsoft CRM Server.

• Publish the Administrative image of the Microsoft CRM client for Outlook Setup program.

• The next time each user logs in, the user can install the Microsoft CRM client for Outlook by running the Client Setup program image from Add or Remove Programs.


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Microsoft CRM Client for Outlook Overview Two Types of Clients The Microsoft CRM clients for Outlook in Microsoft CRM 3.0 include:

• An online-only, multi-user client. This is referred to as the "Microsoft CRM 3.0 desktop client for Microsoft Office Outlook." The desktop client is designed for shared workstations and terminal services/Citrix scenarios. This client supports multiple, sometimes concurrent, Outlook client users on the same computer. This client cannot be taken offline.

• An offline-enabled single-user client. This is the Microsoft CRM client for Outlook available in earlier versions of Microsoft CRM. This client can function while online with the Microsoft CRM Server, as well as in an offline mode. It is referred to as the "Microsoft CRM 3.0 laptop client for Microsoft Office Outlook."

FIGURE 5-1: MICROSOFT CRM CLIENTS FOR MICROSOFT OFFICE OUTLOOK

When running the Client Setup program, you are asked to specify on the Welcome page which Outlook client to install. The earlier chapter titled Microsoft CRM Components examined the differences between the two clients.


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Table 5-1 displays a summarized list of the primary features of each client. Microsoft CRM 3.0 desktop client for Outlook

Microsoft CRM 3.0 laptop client for Outlook

Online-only, multi-user client Online and Offline-enabled, single-user client

Intended for computers that never go offline

Intended for computers that are required to take data offline

Enables multiple installations of the client on the same computer (for example, shift workers sharing a desktop machine)

Only one installation per computer

Installation does not install the MSDE database or the local web server

Installs a local MSDE database and a local web server for offline processing

No local (offline) platform logic Offline processing uses local platform logic

Always online, so that no Microsoft CRM synchronization required

Requires offline Microsoft CRM synchronization

Manual Outlook synchronization New schedulable Outlook synchronization capability

TABLE 5-1: MICROSOFT CRM CLIENTS FOR OUTLOOK COMPARISON


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Installing Microsoft CRM Client for Outlook Setup Prerequisites Before installing Microsoft CRM Client for Outlook, validate your hardware and software configuration against the client's hardware and software requirements. For more information on these requirements, see the earlier chapter called Planning Your Microsoft CRM Installation. In addition to the client's hardware and software requirements, there are two prerequisites that must be completed prior to installing the Client Setup program.

• Indexing Service. The Indexing Service must be started on the client machine, with its Startup type set to Automatic. The Setup program's Environmental Diagnostic Wizard detects whether these conditions are met. Warning messages appear during Setup if either condition is not satisfied; however, this does not stop the Setup program from successfully installing.

• Microsoft Outlook Profile. A supported version of Microsoft Outlook must also be installed on the client machine. If the desktop client is being installed, an Outlook Profile must be created for each user. If the laptop client is being installed, the client uses only one Outlook profile.

When these steps are complete, you can install the Microsoft CRM client for Outlook.

Overview of the Client Installation Methods The Microsoft CRM client for Outlook can be installed by using either of the following methods:

• Install from the Client CD • Install using an .msi image and Group Policy Objects

Install from the Client CD When installing the client directly from the Client CD, the installation user must be a Local Administrator on the computer. This is a requirement to run the Client Setup program itself, and a SQL requirement that allows the Setup program to create the MSDE database on the client computer.


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Install Using an .msi Image and Group Policy Objects Because some organizations find assigning Local Administrator rights to the installation user problematic due to security concerns, Microsoft CRM 3.0 provides the following method of installing the Microsoft CRM client for Outlook:

• This is accomplished through the use of Group Policy Objects and a published .msi image.

• This method does not require that the installation user be a Local Administrator.

• An administrative image of the Client Setup program is created, which can be automatically installed on each client machine.

• The Client Setup program can be run via the administrative image in an unattended mode, which means the user does not enter any parameter information when running the setup program.

NOTE: This is the same process used to install Microsoft Office. The end user does not have to be the local administrator to install the software.

The following is a summary of the steps in the new installation process:

1. Run a command line instruction to create an Administrative image of the Microsoft CRM Client folder and the parameters required by either the desktop or laptop client's Setup program. .msi files are included on the Client CD for both the desktop and laptop client setup programs. This enables you to create separate Administrative images of the Client folder and setup parameters for each of these .msi files. The Administrative image is created in the form of an .msi file.

a. When you run the command line instruction to create an Administrative image, specify in the command which setup program will be used.

b. The normal setup screens for that client appear with a new setup page allowing you to specify where the Administrative image of the Client CD contents are to be stored.

2. The System Administrator must publish the Administrative image through Group Policy Objects. This assigns the minimum privileges needed to install the client.

3. During the publishing process, the administrator specifies the method in which the client Setup program is installed on the client machine. The options available are Automatic Installation and Publish.


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4. The next time each client machine is turned on and connects to the network, the Windows Intellimirror tool pushes the image to the client machine. One of the following two scenarios occurs depending on the installation method selected in the prior step:

a. Automatic Install. The client Setup program is automatically installed when the client machine starts up and connects to the network.

b. Publish. Following log-in, the user must manually install the client through the Windows Add or Remove Programs feature.

FIGURE 5-2: INSTALL THE CLIENT WITH AN .MSI IMAGE

Running the Client Setup Wizard This section examines each step in the installation process for the Microsoft CRM 3.0 Client for Outlook. No screen images are displayed for each step; the steps are similar to those documented in the lesson on Microsoft CRM Server Setup.

Step 1 − Select Client Type On the Welcome page, select which version of the Microsoft CRM Client for Outlook to install. The options include:

• Install Laptop Client (Microsoft Outlook-integrated Microsoft CRM client with Offline Microsoft CRM)

• Install Desktop Client (On-line only Microsoft Outlook-integrated Microsoft CRM client)

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


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Step 3 − Install Required Components This screen identifies any software components required by the Microsoft CRM Client Setup program not installed on the client machine. The installation user must click Install; the Setup program installs each missing component. This screen does not appear if all required components are installed.

Step 4 − Specify the Microsoft CRM Server Enter the URL of the Microsoft CRM Server where the client machine will connect.

Step 5 − Participate in the Customer Experience Improvement program This screen allows users 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 you, and you can continue to work without interruption.

• It is simple, friendly, and completely anonymous.

Step 6 − Select Install Locations Select the directory where the Client components will be installed. The default location is typically used.

Step 7 − System Requirements All the system parameters used to install the Client have been entered by the installation user. With this step the Client Setup program runs the Environmental Diagnostic Wizard, which verifies each system requirement. For any requirement that fails, Dr. Watson reporting provides a description of the error and suggested steps to solve the problem.

Step 8 − Ready to Install the Application This screen displays all the selections from the previous screens. If there are any parameters that need adjusting, navigate back to the appropriate screen and adjust the parameters accordingly.

Step 9 − Installing Microsoft CRM Client for Outlook The Microsoft CRM Client Setup program installs the Microsoft CRM client for Outlook.


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Install using an .msi image and Group Policy Objects To install the client via an .msi image, you must run the Msiexec.exe program via command line. At a minimum, your command line instruction must specify:

• The drive where the Client CD is located. • The client .msi file to use from the Client CD. • The /a option to generate an Administrative Image of the Client CD

folder. • The /quiet option, which causes the client setup to use the setup

parameters entered by the Administrator at the time the administrative image was created..

The two .msi files on the Client CD are:

• Client.msi (this is the laptop client setup program) • LightClient.msi (this is the desktop client setup program)

FIGURE 5-3: LOCATION OF CLIENT .MSI FILES Run the command line instruction for the client you want to install. To install both clients, run the command line twice − once for each client. At a minimum, your command line instructions should appear as follows for each client type (this assumes the Client CD is located on the D drive):

• D:msiexec.exe /a client.msi /quiet • D:msiexec.exe /a lightclient.msi /quiet

FIGURE 5-4: COMMAND LINE INSTRUCTION


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Optional parameters available for command line processing are displayed in Table 5-2.

Msiexec.exe /I msi_package [/Q][/L [drive:][[path] logfilename.log]]] [CONFIG= [drive:] [[path] configfilename.xml]]] Or ClientSetup.exe /I msi_package [/Q] [/InstallAlways] [/L [drive:][[path] logfilename.log]]] [/config [drive:] [[path] configfilename.xml]]] Parameters: None

Used without parameters, Setup.exe will install with all display screens.

/quiet Quiet mode installation. Requires a configuration file in XML format specified by the /config parameter. No dialog boxes or error messages will appear on the display screen. To capture error message information, a log file must be included as an option.

/QR

Requires a configuration file in XML format specified by the /config parameter. Displays installation progress bars and all error messages.

/passive Unattended mode installation. Displays the progress bar only.

/L [drive:][[path] logfilename.log]] Creates a log file of installation activity. The file name of the log file and the location where it is to be placed must be specified. The following options are available:

/LV Log verbose. /L* Log all information except verbose. /L*V Log all information including verbose.

/config [drive:] [[path] configfilename.xml]] The /config parameter uses the specified .XML configuration file to provide setup with additional information required to complete installation successfully. An example configuration .XML file is discussed below. Note: Setup will also look for a valid XML configuration file called "default_client_config.XML" in the working directory and will use this file for setup even if the /config parameter is not specified. However, using the /config parameter takes prescience over any "default_client_config.XML" file.

/a Admin install option.

/i msi_package - MSI package to execute

[note: we do not support /f for repair via the msiexec.exe]


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Client Setup parameters

1. <Microsoft CRMSetup> </Microsoft CRMSetup> The configuration file must be a valid XML file using <Microsoft CRMSetup> as the root element.

2. <Client> </Client> Specifies a Microsoft CRM client for Outlook installation.

3. <WebsiteUrl>http://website</WebsiteUrl> Specifies the URL for the Web site associated with the Microsoft CRM Server.

4. <InstallDir>c:\program files\mscrm_client</InstallDir> Specifies the folder on the Microsoft CRM Server computer where the Microsoft CRM Server files are to be placed.

5. <AdminIstallDir>c:\mscrm_client_admin</AdminInstallDir> This folder is required only for silent administrative installations.

6. <reuseMSDE>Yes</reuseMSDE> For silent install, when existing MSDE is found.

7. <InstallType>Repair/Uninstall</InstallType> Determines whether the install is an Repair or Uninstall. When the value is missing assume new install.

8. <reboot>true/false</reboot>

and if the node is missing, it will treat as false. Also, this node only applies to the final Microsoft CRM install reboot dialog and not the middle of the setup (MSDE, MDAC) reboot request. Those will be cached by the EDW, and setup will exit.

TABLE 5-2: COMMAND LINE PARAMETERS

Running an Administrative Installation of the Client Setup When you run the command line instruction, it starts the Client Setup program. The client is not installed on the Microsoft CRM Server. Rather, by using the /quiet option on the command line instruction, the information captured during the setup process is stored within the Administrative image. When a user runs the administrative image on the client machine, the installation process uses this captured information to complete the setup (see /quiet option in Table 5-2). There are several differences between running the Client Setup in command line Administrative mode versus the normal setup run via the Client CD. These differences appear in the Administrative install, and include the following:

• A page appears that allows you to specify where the Administrative image file will be located. This is displayed in Figure 5-5. You must select a location on a network share that is accessible to all clients.

EXAMPLE: For the classroom training environment where London is the Microsoft CRM Server, \\London\ClientInstallShare is used. ClientInstallShare is a folder created on the Microsoft CRM Server when the image is created, and must be shared to be accessible to all clients.


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FIGURE 5-5: ADMINISTRATIVE IMAGE LOCATION

• The headings on each client setup screen indicate this setup is an

Administrative Install. • At the end of the installation, instead of installing the Client, the

Setup program creates a source image for the client installation.

FIGURE 5-6: CREATING SOURCE FILE IMAGE OF THE CLIENT SETUP


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Publishing Client Setup via Group Policy Objects Installing either Microsoft CRM client for Outlook via an Administrative image eliminates the requirement that the installation user be a Local Administrator on the client machine. You examined the first step in this process, which created an Administrative image of the Client CD for the specified client type. The next step in this process is publishing the Administrative image via Group Policy Objects. This step includes the following features:

• It makes the Administrative Image available for the Intellimirror tool to push to each client machine.

• The privileges required to run the client Setup program are associated with the Administrative Image through Group Policies.

• These privileges are inherited by each user for running the client Setup program only.

• By inheriting the required setup privileges via Group Policies, the user can install the client from the Administrative image without requiring Local Administrator rights.

Procedure: Publishing the setup image file via Group Policy Publish the Administrative image through Group Policy Objects by performing the following steps:

1. From the Start menu, point to All Programs, then point to Administrative Tools.

2. Under Administrative Tools, click Active Directory Users and Computers. The Active Directory Users and Computers console is displayed.

3. Right-click the domain node (for example, ADVWORKS.MSFT) at the top of the tree. Click Properties on the shortcut menu. The Properties dialog box is displayed.


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4. Click the Group Policy tab.

FIGURE 5-7: PUBLISHING VIA GROUP POLICY OBJECTS

5. Click Edit. A window appears with the Default Domain Policy tree.

6. Click either the Computer Configuration node or the User Configuration node under the Domain Policy tree. Expand the Software Settings folder under the selected node.

– Computer Configuration. Selecting the Computer Configuration node means the Group Policy assigned to the client Setup program applies to computers, regardless of who logs on. If this node is selected, the Setup program starts automatically when each computer starts up. The Publish option is not available under Computer Configuration.

– User Configuration. Selecting the User Configuration node means the Group Policy assigned to the client Setup program applies to users, regardless of the computer used. Following user log-on, the Setup program can either be automatically started or manually started by the user through Add or Remove Programs.

7. Right-click Software Installation. Click New, and then click

Package on the shortcut menu. A dialog box prompts you for the path to the Windows Installer file (.msi file) for the package. This is the client setup image.


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8. Browse to the location where you copied the Microsoft CRM Client folder and click either the client.msi file or the lightclient.msi file.

NOTE: You may receive a warning message indicating the system cannot verify the path is a network location. It then asks you to confirm whether you want to deploy this package using this path.

9. Select the method by which the client Setup program is deployed.

If you selected Computer Configuration in step 5, you can choose either the Assigned or Advanced deployment method.

If you selected User Configuration in step 5, you can choose from Published, Assigned, or Advanced.

– Published. Specifies the application is deployed as published and that default settings are used for deployment properties.

– Assigned. Specifies that the application is deployed as assigned and that default settings are used for deployment properties.

– Advanced. Specifies that you want to edit the package properties manually rather than accepting the defaults. You can also choose between Assign and Publish for the deployment method.

10. Click OK.

11. Exit the Active Directory Users and Computers console.

FIGURE 5-8: LOCATION OF THE ADMINISTRATIVE IMAGE


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Installing the image on the Client Once the client image is published through the Group Policy, each end user must install the client as follows:

• If the System Administrator selected the Computer Configuration option during publishing, the client is installed automatically on a user machine when the user first logs in following publishing.

• If the System Administrator selected the User Configuration option during publishing, then each end user must install the client from the Add or Remove Programs window.

FIGURE 5-9: CLIENT SETUP PROGRAM IN ADD/REMOVE PROGRAMS

Procedure: Install the Client Setup Program The end user performs the following steps to install the published Client Setup program via Add or Remove Program:

1. From the Start menu, point to Control Panel, and click Add or Remove Programs.

2. Click the Add New Programs button.

3. In the list of available software, click the Microsoft CRM 3.0 Client for Outlook package and click Add. This launches the Client Setup program.

4. When the installer displays the Microsoft CRM Client Setup window, follow the wizard steps and respond accordingly to each page.

NOTE: To properly uninstall the Microsoft CRM Client package, remove the client through the Windows Add or Remove Programs option. The Microsoft CRM client for Outlook can be only uninstalled by the user who installed it. The user must have either Local Administrator privileges, or must have been assigned this privilege via the Group Policy's Published msi image file.


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Lab 5.1 − Installing Microsoft CRM 3.0 Client for Outlook Company: Adventure Works Cycle

Introduction In this Lab you install the Microsoft CRM 3.0 Laptop Client for Outlook. 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 installed the Microsoft CRM server software and the Microsoft CRM Exchange E-mail Router. You are now ready to install the Microsoft CRM desktop client for Outlook on 20 client machines. Instead of manually installing the client on each of the 20 client machines, you plan to install the client via an .msi package and Group Policy Objects. This requires that you first create an Administrative image of the Client CD contents for the client you want to install. You then publish the image via Group Policy Objects. Finally, you install the Client on the client machine by running the Client Setup via Add or Remove Programs.

Non-classroom Training Environments For non-classroom training environments, configure the client machine to be a member of the organization's Microsoft CRM domain.

Classroom Training Environment Overview For classroom training environments, you have the following two VPC images running simultaneously:

• The Install Server image that contains the Professional Edition of Microsoft CRM Server that you just installed.

• An Install Client image, which is an image of a client machine running Windows XP Professional.

Create and publish the Administrative image of the Client CD on the Microsoft CRM Server (in the Install Server image). You then install the client on the Install Client machine by running the Client Setup program from Add or Remove Programs.

Goal Description As Technical Consultant, it is your responsibility to install the Microsoft CRM client for Outlook. This requires that you perform the following steps:


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Adjust the VPC Image Requirements You first need to make some adjustments to the VPC images used in this lab. And as with any client computer attached to a domain, connect the client machine on the Install Client image to the domain of the Microsoft CRM Server on the Install Server image. Once the two machines are connected, you can begin.

1. In the Virtual PC Console, verify the Networking setting for BOTH the Install Server and Install Client images have a value of Local Only in the Adapter 1 field. This allows the machines in each image to connect with one another.

2. If your host machine does not meet the minimum training requirements for amount of available RAM, reduce the memory allocation for both the Install Server and Install Client images so that the images can run simultaneously.

3. When you attempt to start the InstallClient image, point it to the Base05C.vhd base image file. Your instructor will direct you to the location of the file.

4. IP Address of the DNS Server (the Microsoft CRM Server on the Install Server image) = 192.168.16.1. Once you start the Install Client, lab instructions direct you to verify the client machine is pointing to this IP address of the DNS server (the Microsoft CRM Server on the Install Server image).

Connecting the client machine to the CRM domain To change the client machine from Workgroup mode to being a member of the Adventure Works domain, use the Network ID option on the Computer Name tab of My Computer. This initiates a Network Identification Wizard. This wizard performs three primary tasks:

• It attaches the client machine as a member of the domain. The Microsoft CRM Server domain name = advworks.msft.

• It creates a local user account for Gail on the client machine. • It configures the client machine to function when offline. This allows

Gail to log on with her domain credentials even when the machine is disconnected from the network.

The wizard prompts you for two user accounts.

• The first is a user account that has network access rights; in this case, enter the Administrator account.

• The second request is for a local user account. Enter gail. This sets Gail's account for offline use so that Gail can log in with her network credentials offline.


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• The password for both users is Pa$$w0rd

NOTE: If you use the Change option instead of the Network ID option, it adds the client to the domain, but you need to configure the machine so that Gail can log in with her network credentials offline. Using the Network ID option does this configuration for you.

Install Client Prerequisites You must perform two steps to prepare the client before you installing the Microsoft CRM client for Outlook. Each step requires that you be logged in as a different user.

1. Log on as the Administrator (password = Pa$$w0rd). Then verify the status of the Indexing Service. Start the service and set the Startup Type to Automatic if necessary.

2. Log off as the Administrator and log on as Gail (username = gail, password = Pa$$w0rd). Open Microsoft Outlook to create an Outlook Profile for Gail Erickson. Use the following credentials:

– Name = Gail Erickson – E-mail alias = gail – Exchange Server = London

Create a shared folder to hold the administrative image Create a folder on the Microsoft CRM Server titled: C:\ClientInstallShare You need to share this folder. Since the Microsoft CRM Server is also a domain controller, you need to adjust the sharing permissions. By default, only the Allow Read option is selected. Select the following additional permissions:

– Allow - Full Control – Allow - Change

Create the Administrative image of the Microsoft CRM Client for Outlook Setup program Create the Administrative image of the Client CD on the Microsoft CRM Server by entering the following command line instruction: D:msiexec.exe /a client.msi /quiet


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This initiates the Microsoft CRM 3.0 Outlook Client Setup program. The Select the Administrative Install Location page prompts for the folder where the Administrative Image should be created. This must be a network share. For this lab, point it to the ClientInstallShare folder created earlier on the server's C drive. The path for this network share is: \\London\ClientInstallShare

Publish the Administrative image via Group Policy Objects Publish the image on the Microsoft CRM Server using Group Policy Objects. Select User Configuration and the Publish deployment method when adding the new package via Group Policy.

Installing the Microsoft CRM Client for Outlook On the Install Client, you must log off as Gail and then log back in as Gail. Logging in following publishing of the client image on the Microsoft CRM Server forces the Windows Intellimirror tool to publish the client image to the client machine. Install the Microsoft CRM client for Outlook on the client machine by running the Client Setup program in the Install Client image via Add or Remove Programs. Since the client image was created with the /quiet option, all the setup screens requiring system parameters are prefilled with values entered by the Administrator when the administrative image was created. You must respond to each setup page, but it is usually a matter of clicking Next as the values are pre-filled on each page.

Test the laptop client once it has been installed Test the Microsoft CRM 3.0 laptop client for Outlook by adding a new contact while online. Use your name as the contact's first and last name. Also test the client by adding an Opportunity with the following information:

• Topic = Test Opportunity • Potential Customer = Active Cycling • Owner = Gail Erickson

IMPORTANT: Do NOT take the client offline. This lab verifies the client while operating in an online state. In Lab 5.2, you verify the client in an offline state by taking the client offline, performing offline updates, then synchronizing those changes with the Microsoft CRM database. The contact and opportunity created here are used when you perform offline verification in Lab 5.2.


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Challenge Yourself! Instructions Perform each of the steps outlined in the Goal Description to install the Microsoft CRM laptop client for Outlook using Group Policy Objects. Verify the client is functioning properly.

Need a Little Help? Instruction Perform the steps in the Goal Description to install the Microsoft CRM laptop client for Outlook using Group Policy Objects. Verify the client is functioning properly.

Step 1 − Prepare your VPC images In the classroom training exercise, you must join your client machine on the Install Client image to the domain of the Microsoft CRM Server on the Install Server image. In a live implementation, you join client machines to the Microsoft CRM domain.

1. Begin by verifying the Networking setting on both VPC images. Close the Install Server image if it is open. Make sure you select the option to "Shut down Windows Server 2003 and save changes." If you fail to select an option to save changes, you lose all the work you have completed.

2. Open the Virtual PC Console and click Settings for the Install Server image. Click Networking. If Adapter 1 is not set to 'Local only', then select the value from the drop-down list. If your host machine does not meet the minimum training requirements for amount of available RAM, reduce the memory allocation for both the Install Server and Install Client images so that the images can run simultaneously.

3. Perform the same check on the Install Client image. In the Virtual PC Console, click Settings. If necessary, set the Networking setting to 'Local only.'

4. Start the Install Server image if it is not already running. Log on as the CRM Administrator.

5. Right-click on the My Network Places shortcut on the desktop, click Properties, right-click on Local Area Connection, click Properties, click Internet Protocol (TCP/IP), click Properties and make note of the server's IP address. For classroom training environments, this is also the DNS address of the server, which is the same DNS IP address the client machine must be connected to.


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Step 2 − Attach Gail's client machine to the domain of the Microsoft CRM Server

1. Start the Client Server image.

2. Log on to the client machine with the username Administrator and password = Pa$$w0rd.

3. Change the client machine from Workgroup mode to being a member of the Adventure Works domain. Use the Network ID option on the Computer Name tab of My Computer. This initiates a Network Identification Wizard.

The wizard prompts you for two user accounts. – The first is a user account that has network access rights; in this

case, enter the Administrator account. – The second request is for a local user account. Enter gail. This

sets up Gail's account for offline use so that Gail can log in with her network credentials even when she is offline.

NOTE: If you use the Change option instead of the Network ID option, it adds the client to the domain. You must configure the machine so that Gail can log in with her network credentials even when she is offline. Using the Network ID option does this configuration for you.

4. On the Connecting to the Network page, accept the default option

("This computer is part of a business network, and I use it to connect to other computers at work").

5. The next page asks you to select the option that describes your company network. Accept the default option of "My company uses a network with a domain."

6. Click Next on the Network Information page.

7. On the User Account and Domain Information page, leave Administrator in the User Name field (or enter it if the field is blank). Enter Pa$$w0rd as the password. Change the value of the domain from Boston (the name of the client machine) to ADVWORKS.MSFT, which is the name of the domain in which the Microsoft CRM Server has been installed.

8. On the Computer Domain page, Windows cannot find the client computer within the domain, because it has not been added to the domain. Boston appears in the Computer Name field. Enter ADVWORKS.MSFT in the Computer Domain field.

9. On the Domain User Name and Password page, enter Administrator as the user name, Pa$$w0rd as the password, and ADVWORKS.MSFT as the domain.


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10. On the User Account page, add Gail as a user on this computer for classroom training. Verify the "Add the following user" option is selected. Enter gail in the User Name field. Leave ADVWORKS.MSFT in the Domain.

11. On the Access Level page, accept the default Standard User option.

12. Finish the wizard and restart the client machine.

13. Once the client machine has restarted, Gail is prefilled in the User Name on the Log On screen. Change this to log on as the Administrator. Do NOT log on as Gail. You need to log on as the Administrator in order to perform the next step.

NOTE: When logging on, the Log on to field contains Boston by default. You must change this to ADVWORKS to log into the Adventure Works domain.

Step 3− Perform Pre-requisites The Windows Indexing Service must be running on the client machine to install the Microsoft CRM Client for Outlook. Perform the following steps to verify the service is running.

1. While logged on to the client as the Administrator, navigate to Administrative Tools, Services.

2. Locate the Indexing Service.

3. Start the service if it is not running.

4. Change the Startup Type to Automatic if it is not set to this value.

5. Close the Install image and save the changes to your virtual hard disk.

Step 4 − Log on to the client as Gail and Create the Outlook Profile Before installing the Microsoft CRM Client for Outlook, first create a Microsoft Outlook profile for Gail Erickson on the Install Client machine.

1. On the Install Client image, log off the client machine as the Administrator. Log back on to the client as Gail Erickson. - username = gail - password = Pa$$w0rd - domain = ADVWORKS

2. Double-click the Microsoft Outlook icon on the Install Client desktop. This starts the Outlook 2003 Startup wizard.

3. Set up the profile for Gail Erickson using the parameters defined in the Goal Description.


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4. On the E-mail Accounts page, accept the Yes default to configure an e-mail account.

5. On the Server Type page, click Microsoft Exchange Server.

6. On the Exchange Server Settings page:

a. Enter London as the name of the classroom's Microsoft Exchange Server. Leave the Use Cached Exchange Mode option selected.

b. Enter gail in the User Name field. Click Check Name. This replaces the Microsoft Exchange Server name with London.ADVWORKS.MSFT, and the user name is replaced with Gail Erickson.

c. Click More Settings. d. Click the Advanced tab. e. Click Offline Folder File Settings. f. Accept the default offline folder name and location. g. You receive a message indicating the system could not find the

offline folder. Click Yes to create it. h. Click OK to close the Microsoft Exchange Server window. i. Click Next on the Exchange Server Settings page.

7. Click Finish to close the wizard.

8. Microsoft Outlook opens automatically and sets up the default profile.

Step 5− Create Administrative Image for Client Setup To install the client via the Windows Intellimirror tool and eliminate the requirement that each user be a Local Administrator, run the Msiexec.exe program via command line. For classroom training environments, run the command line instruction with the minimum options. Perform the following steps:

1. Go back to the Microsoft CRM Server on the Install Server VPC image.

2. Open Windows Explorer. Create a folder on the Microsoft CRM Server titled: C:\ClientInstallShare

3. This is where the administrative image of the client setup program is created. Share this folder so that all network users can access it. Because the Microsoft CRM Server is also a domain controller, adjust the sharing permissions. By default only the Allow Read option is selected on a domain controller.


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Select the following permissions under the Allow column:

– Full Control – Change

4. Change the CD drive to look at the client.iso image. Select CD on

the Menu bar, and click Capture ISO Image. Select the client.iso image, which appears in the D drive in Windows Explorer.

If the Client Setup program starts because of the autorun option, cancel the Setup program.

5. Open a Command Prompt, change the drive to D (your client iso image), and enter the following command at the D: prompt:

msiexec.exe /a client.msi /quiet

This starts the Microsoft CRM 3.0 Outlook Client Setup program.

6. On the Select the Administrative Install Location page, you will enter the path to the ClientInstallShare folder that you created on the Microsoft CRM Server. This is where the administrative image of the client setup program will be placed. While you can browse through the network configuration to locate the ClientInstallShare folder on the London server, it will be quicker to type \\London\ClientInstallShare in the Administrative Installation Location field. Click Next.

7. On the Specify Microsoft CRM Server page, enter http://london:5555 in the URL field.

8. Once the Setup program is finished, verify the image was created by navigating in Windows Explorer to the C:\ClientInstallShare folder. Note the contents appear similar to the contents of the Microsoft CRM Client CD.

For more information on creating the Admin image for client setup, see the section titled Procedure: Publishing the setup image file via Group Policy on page 199.

Step 6− Publish the Image Using Group Policy Objects Once you create an Administrative image of the Client CD folder, publish this image via Group Policy Objects. The image file is named Client.msi.

• During the publishing process, click the User Configuration node. • You are prompted for the path to the Windows Installer file for the

package. This is the client setup image (Client.msi file). The file is where you copied the Microsoft CRM Client folder, in the \\London\ClientInstallShare folder.

• Select Published as the Deployment Method. This option specifies that the application is deployed as published and that default settings are used for deployment properties.


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For more information on publishing the image via Group Policy Objects, see the section titled Procedure: Publishing the setup image file via Group Policy on page 199.

Step 7 − Install Client Setup Program on the Client Machine On the Install Client machine, log off as Gail and then log back in as Gail. When each client logs in following publishing of an administrative image, the Windows Intellimirror tool downloads a copy of the image to the client machine. Once you have logged back in as Gail, run the Client Setup program via Add or Remove Programs. The program can be found under Add New Programs.

NOTE: On the Systems Requirements page, you may receive a warning message that recommends the installation of Microsoft Office Outlook 2003 SP2. Ignore this warning message as we will not install this service pack on our client image for classroom training environments.

Step 8 − Test the Microsoft CRM laptop client for Outlook You are now ready to test the Microsoft CRM 3.0 laptop client for Outlook. Perform the following steps to test the client in online mode only. The contact and opportunity created here are used when you perform offline verification in Lab 5.2.

1. Start Microsoft Outlook.

2. You may receive a Windows Security Alert message indicating that Windows Firewall has blocked the Microsoft CRM Web Services Hoster program. Check the box to not show this message again, and click OK to unblock it.

3. In the Microsoft CRM folders, click the Contacts folder under the Sales folder. This displays all of Gail's active contacts.

NOTE: This may take a minute or two to retrieve the contacts from the Microsoft CRM database on the Microsoft CRM Server (in the Install Client image). Note that you are connected online with the Microsoft CRM Server. On the CRM toolbar, note the Go Offline icon. This indicates you are currently online. When online, all database activity occurs directly against the Microsoft CRM Server database and not the local MSDE database.

4. Select the New icon and create a new contact record. Enter your

name as the contact's name, then save the record. Verify the contact record appears in the My Active Contacts view.

5. Click the Opportunities folder under Sales. Create a new opportunity using the information found in the Goal Description. Verify the opportunity appears in the My Open Opportunities view.


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Using the Microsoft CRM Laptop Client for Outlook Since the Microsoft CRM Desktop Client for Outlook only functions in an on-line mode, the user experience is similar to that of the web browser client in that both are on-line at all times, and no off-line synchronization is needed. Although the desktop client presents Microsoft CRM through the context of Microsoft Outlook, no additional synchronization is required to use the client. This differs from the Microsoft CRM Laptop Client for Outlook, which allows the user to take the client offline and use Microsoft CRM while disconnected from the company network. This section focuses on the tasks involved in the process, including:

• Using the laptop client in an online state • Using the laptop client in an offline state • Taking the laptop client offline • Synchronizing Outlook while working offline • Performing Write operations while offline • Synchronizing offline changes to the Microsoft CRM database • Conflict checking during synchronization • Synchronization after a connection failure

The Microsoft CRM Laptop Client for Outlook in an Online State The Microsoft CRM laptop client for Outlook can be used in both online and offline modes. Working in an online mode may be optional for some users and required of others. Each user's security role includes a "Go Offline" privilege. This permission dictates whether the client can only function in an online manner, or whether it can switch between online and offline modes. The following feature set applies when the client is online:

• The Microsoft CRM laptop client for Outlook continues to run on the local computer and processes all application logic locally.

• The primary business logic processing occurs on the central Microsoft CRM server.

• All database activity is performed against the Microsoft CRM database.

• The local MSDE database is not used when the client is online.


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• If the Microsoft CRM laptop client for Outlook loses connectivity to the server when online, the user is presented with the option to work offline on previously synchronized data.

NOTE: No option is offered if a connection to the server is restored − there is no continual seeking for server connectivity.

The Microsoft CRM Laptop Client for Outlook in an Offline State A user of the Microsoft CRM laptop client for Outlook can take the client offline if their security role provides this privilege (see the "Go Offline" privilege). The transition between online and offline modes is transparent to the user and all client code.

FIGURE 5-10: MICROSOFT CRM LAPTOP CLIENT IN AN OFFLINE STATE The following feature set applies when the client operates in an offline mode:

• All application and business logic processing is performed on the client computer.

• The application logic uses a local instance of the Microsoft CRM metabase, platform code, and business logic.

• All Microsoft CRM forms are rendered by the client's local web server.

• All database activity is performed against the local Microsoft Desktop Engine (MSDE) database.


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• For all "write" requests, a second update is made to a local store known as a "playback graph." This is a queue used to synchronize the local MSDE database with the Microsoft CRM database when the client goes back online or the user synchronizes the client with the Microsoft CRM database.

• A Microsoft CRM Server synchronization setting may be set to determine the automatic frequency of synchronization to local machines.

To work offline, the Laptop Client must be synchronized with the Microsoft CRM Server database. Synchronization can occur in either of three ways:

• Go offline • Schedule the Synchronization • Click CRM, then click Synchronize

Taking the Microsoft CRM Laptop Client for Outlook Offline Each time that you go offline, you can select a new set of records to copy from the Microsoft CRM database and store on your Microsoft CRM laptop client's local MSDE database. Select a specific subset of data based on one or more pre-defined filters and/or custom filters. These filters are referred to as data groups. There are two types of data groups to select from:

• Pre-defined data groups. These are the pre-defined filters, such as My Active Accounts, My Active Cases, My Recent Activities. Each of these data groups can be edited.

• Custom data groups. You can use a filtering mechanism similar to the Advanced Find tool to create custom filters.

To identify the predefined and custom data groups to use when going offline, select CRM on the menu bar, and then select the Local Data option. As seen in Figure 5-11, this option contains two tabs:

• Data Groups. The data extracted from the Microsoft CRM database and synched to your laptop Client is based on ALL the data groups in this tab. This includes both pre-defined and custom data groups. When you create a custom data group, it is included in this tab by default.

NOTE: Your security privileges are applied to the results of each data group query so that only the records that you have access to are downloaded to your client.


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• Inactive Data Groups. If you do not want the data associated with a specific data group copied to your laptop, select the data group from the Data Groups tab and move it to the Inactive Data Groups tab. To associate data with an inactive data group copied down to your laptop client the next time you go offline, select the data group in this tab and move it to the Data Groups tab.

NOTE: You can extract up to 2 gigabytes of data to take offline, since your local MSDE database has a 2 gigabyte storage limit.

FIGURE 5-11: LOCAL DATA GROUPS If you select the New icon, you are presented with a custom filter screen (see Figure 5-12) that allows you to build your own custom data group.

FIGURE 5-12: BUILD A CUSTOM DATA GROUP


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The process of building your own custom filter is identical to building an Advanced Find query. Click the Select option and define data group filtering criteria, as seen in Figure 5-13.

FIGURE 5-13: DEFINE THE DATA GROUP CRITERIA Once you select or build data group(s), select the Go Offline option on the Microsoft CRM menu to initiate the offline synchronization process. When you select the Go Offline option:

• Microsoft CRM constructs an offline data set based on ALL of the data groups in the Data Groups tab.

• Your security privileges are applied to the results of each data group query so that only the records you can access are included in the offline data set.

• Microsoft CRM copies the offline data set to the client's local MSDE database.

Microsoft CRM 3.0 features a newly developed Offline Synchronization process that is simple, fast, and re-uses existing Microsoft CRM components. The following tasks occur during the Offline Synchronization process:

• Prepare sync • Propagate schema changes • Move data

Each of these tasks appears in Figure 5-14, with the existing web services such as PrepareSync, DiffBuilder, and MetadataHelper that Microsoft CRM 3.0 uses to download server data to the client.


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FIGURE 5-14: MICROSOFT CRM LAPTOP CLIENT GOING OFFLINE Offline Synchronization uses a SQL Bulk Copy (BCP) process to move data from the server to the client. The BCP process performs the following tasks:

• It uses the existing SyncViews web service to provide a secured way of accessing client data and creating the offline data set.

• The offline data set is stored as BCP files in C:\Program Files\Microsoft CRM\Server\OfflineData.

• The BCP process inserts each offline data set record into the local MSDE database.

SQL statements are performed to insert each record into the local MSDE database:

• If the record being added already exists in the local MSDE database, the existing record is deleted.

• The record is then inserted in to the MSDE database. In the event of a conflict between an existing record in the MSDE database and an updated version of the record being loaded from the server, the server record is retained. NOTE: Because the server's business logic and security checks were processed against the data when originally entered into the Microsoft CRM Server, data written to the local client database is not processed through the client's platform business logic and security checks.


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During the synchronization process, you can click the Details button on the progress screen to see the complete list of objects copied between the Microsoft CRM server database and the local MSDE database. See Figure 5-15.

FIGURE 5-15: SYNCHRONIZATION DETAILS

Outlook Synchronization when Working Offline Outlook Synchronization synchronizes Microsoft CRM tasks, appointments, and contacts with default Outlook folders. While Outlook Synchronization occurs when you go offline, you can also update Outlook folders when you are working offline. You can do this manually by clicking CRM, then clicking Synchronize. You can also synchronize your laptop client through a new Schedulable Synchronization feature.

• This allows you to define time intervals at which the Outlook Synchronization automatically runs.

• This helps to keep your data automatically updated in the Outlook folders while working offline.


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The Microsoft CRM 3.0 Outlook Synchronization process includes the following features:

• Outlook Synchronization occurs automatically after the Offline Synchronization process has finished running.

• Outlook Synchronization can be scheduled to run at periodic time intervals to ensure the user always sees up-to-date Microsoft CRM data in their Outlook folders.

• Outlook Synchronization runs in the background; it does not interrupt the user from interacting with Outlook.

• Users can specify the time intervals at which Outlook Synchronization occurs.

Performing "Write" Operations while Offline When the Microsoft CRM laptop client for Outlook runs in offline mode, the client's local platform layer makes one additional database write for all successful data modifications against the local MSDE data store. This additional write occurs against a second store called the playback graph. The features of the playback graph include the following:

• The playback graph is an object update graph which tracks all modifications against each object, including create, update, and delete operations.

• The playback graph does not provide a complete serial recording, such as a transaction log, of all actions against the local MSDE database.

• Rejected transactions and query transactions are not recorded in the playback graph.

NOTE: Workflow processes are stored on the Microsoft CRM server. Therefore, workflow processes are not affected by transactions that occur when the client is offline.


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Synchronizing Offline Changes to the Microsoft CRM Database At some point, offline users must synchronize changes made to their local MSDE database with the Microsoft CRM database. Synchronization occurs in either of two ways:

• When an offline user reconnects to the Microsoft CRM server. • When an offline user selects the "Synchronization" option on their

Microsoft CRM laptop client for Outlook. The client remains in an offline state following synchronization.

During synchronization, offline database changes are applied to the Microsoft CRM database. If the Synchronization option was selected, the client's local database and web server are updated with the latest data and web forms (similar to when the client initially went offline). However, unlike the process that occurs when disconnecting from the server, synchronizing an offline client back to the server is somewhat more involved for the following reasons:

• Microsoft CRM must guarantee that the latest Microsoft CRM business logic is performed on every offline action submitted to the Microsoft CRM Server.

• Microsoft CRM uses a method of "playing back" the changes as they occurred offline.

• Each update transaction is submitted from the playback graph to the Microsoft CRM Server as if the user entered the transaction in the web browser at that moment.

FIGURE 5-16: SYNCHRONIZING THE OFFLINE CLIENT WITH THE MICROSOFT CRM DATABASE


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This play back method guarantees that all business logic is performed on every offline transaction submitted to the Microsoft CRM server. The data must be validated by the Microsoft CRM server's business logic even though it was validated by the client's business logic when the data was originally entered. There are three reasons for this:

• A user's security privileges might have changed after taking the client offline. Therefore, objects to which they originally had access might have been modified and rendered the access obsolete.

• The playback process guarantees that the latest security privileges on the Microsoft CRM Server are applied to each transaction before it can be updated in the Microsoft CRM database.

• Additionally, performing the Microsoft CRM Server's business logic on each played back transaction also guarantees that all objects work within current workflow and callout process rules.

If an error occurs during synchronization, you are presented with an error message outlining the problems encountered. This screen provides you with the following options, as shown in Figure 5-17:

• Remain offline so that you can fix the errors causing the synchronization problem. If the error cannot be fixed, you may need to enter the change once you have gone back online.

• Go online and do not synchronize the change(s) causing the problem.

FIGURE 5-17: SYNCHRONIZATION ERROR WHEN GOING ONLINE


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Conflict Checking During Synchronization Conflicts occur when a change is made to a record via an offline client and a different change is made to the same field and record by someone using the web browser or online client (or vice versa). EXAMPLE: On Monday, Sales Rep A takes her Microsoft CRM laptop client for Outlook offline. While offline, she changes the phone number for the Wingtip Toys account to 555-1234. This change is made to her local MSDE database. On Wednesday Sales Rep B uses the web browser client to change the phone number for Wingtip Toys to 999-9876. This change is made to the Microsoft CRM database. When Sales Rep A synchronizes at the end of the week, the change she made to Wingtip Toys' phone number on Monday overrides the change made by Sales Rep B on Wednesday. Following synchronization, Wingtip Toys' phone number in the Microsoft CRM database is 555-1234.

The conflict occurs when the offline client synchronizes with the Microsoft CRM Server. This is resolved in Microsoft CRM 3.0 in the following ways:

• When conflicts occur, the "last one in" rule applies. • The changes made by the Microsoft CRM laptop client for Outlook

when it was offline always win and get updated on the Microsoft CRM database.

In the example above, the offline update which occurs on Friday is the last one in. In this case, the change made to the telephone number on Monday replaces the change made to the telephone number on Wednesday. NOTE: There is one exception to this rule. Sometimes the last operation that occurs on the client cannot succeed because of the previous operation that occurred on the server. For example, if a user closes a customer service case on the Microsoft CRM Server, a later operation by an offline client that edits the case will not be applied when the client synchronizes because the case is already closed.

IMPORTANT: The key point to remember with synchronization is that updates are performed on a field by field basis. Therefore, the only time a conflict occurs is when an offline user and an online user change the same FIELD on a record, which in the prior example was the telephone number on the Wingtip Toys account record. If the offline user changed the telephone number and the online user changed the account's address, then no conflict occurs and both changes are applied.


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After a Connection Failure If network failure occurs when the Microsoft CRM laptop client for Outlook is going offline or is synchronizing offline database changes with the Microsoft CRM database, the process fails, and it tries again the next time the process is initiated. However, there is little chance of data corruption, as demonstrated in the following scenarios:

• Going offline. Microsoft CRM 3.0 uses existing web services to create the offline data set and copy it to the client's local MSDE database. If a connection failure occurs during this process, the client fails to go offline. Once the connection is restored and the user attempts to again go offline, the replication process starts over and any data that has already been replicated is not extracted again.

• Synchronizing offline changes. During synchronization, no transaction is removed from the playback graph until it is successfully replayed to the server (this means either updated on the server or rejected by the server due to changes in security or business processing logic that occurred after the client went offline). When connection is restored following a network failure and synchronization is initiated, the process starts from where it left off. This occurs because the transactions remaining in the graph are limited to those not processed prior to the network failure.


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Lab 5.2 − Taking the Laptop Client Offline Company: Adventure Works Cycle

Introduction In this lab you continue testing the Microsoft CRM 3.0 Laptop Client for Outlook installed in the previous lab. 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 installed the Microsoft CRM server software and the Microsoft CRM Exchange E-mail Router. You also created an administrative image of the setup program for the Microsoft CRM laptop client for Outlook, which Gail Erickson installed on her laptop (see Lab 5.1). You have asked Gail to verify the offline functionality of the laptop client.

Goal Description For Gail to test if her Microsoft CRM laptop client for Outlook is functioning properly, you have asked her to perform the following tasks:

• Select predefined data groups and create a custom data group. • Take the client offline and verify the correct data set was copied to

her local MSDE database. • Perform offline updates and create a conflict situation. • Go back online and verify the offline changes were applied in the

Microsoft CRM database. Gail will apply the following information as she performs these steps:

Select predefined data groups and create her own custom data group Gail has decided she does not want to download the KB Articles, Sales Literature, and Sales Literature Documents. She downloads all the predefined data groups other than these three. She also downloads only Accounts with estimated revenue greater than $100,000,000.

• Select the KB Articles, My Accounts, Sales Literature, and Sales Literature Documents data groups and deactivate them. This moves them to the Inactive Data Groups.

• Build a custom data group of Accounts, where the Annual Revenue is greater than 100,000,000. Save this data group with the name "Accounts > 100 Million."


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Take the client offline and verify the correct data set was copied to the local MSDE database Before going offline, review Gail's current active contacts and opportunities, including the contact and opportunity added in the prior lab (Lab 5.1). Once Gail has gone offline, she will verify these records appear in her local database. Gail also reviews the list of active accounts to verify the only accounts copied to her laptop client were the ones that met the criteria of the "Accounts > 100 Million" data group. The eleven accounts that appear in Figure 5-18 should appear in the My Active Accounts view.

FIGURE 5-18: GAIL'S ACTIVE ACCOUNTS AFTER GOING OFFLINE

Perform offline updates While offline, Gail changes the following data in the Tailspin Toys account:

• Annual revenue: from 510,000,000 to 600,000,000 • Relationship Type: from Prospect to Partner

Gail also updates the Test Opportunity (which was created in Lab 5.1) by adding a Phone Call activity to the opportunity.

• Activity type = Phone Call • Subject = Call Immediately

While Gail is offline, the CRM administrator deletes the Test Opportunity record on the Install Server image to set up the conflict scenario when Gail goes online.


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Challenge Yourself! Instructions Perform the tasks outlined in the Goal Description to verify the laptop client is functioning properly.

Need a Little Help? Instruction Using the laptop client on the Install Client image, perform the tasks outlined in the Goal Description to verify the laptop client is functioning properly.

Step 1 − Select predefined data groups and build her own custom data group

1. On the menu bar, click CRM, then click Local Data.

2. Create a New data group (Accounts > 100 Million) with the condition defined in the Goal Description.

3. Select the My Accounts, KB Articles, Sales Literature, and Sales Literature Documents and deactivate them.

Step 2 − Take the client offline and verify the correct data set was copied to her local MSDE database

1. On the Microsoft CRM menu bar, click Go Offline.

2. On the Synchronizing Microsoft CRM Data window, select the Show Confirmation when complete option and click Details.

3. Once the synchronization process is complete, close the synchronization window and navigate to the Microsoft CRM Contacts folder. Verify you see the contact added in Lab 5.1.

4. Navigate to the Opportunities folder. Verify you see the Test Opportunity record created in Lab 5.1.

5. Navigate to the Microsoft CRM Accounts folder. In the Active Accounts view, verify you see the accounts listed in the Goal Description in Figure 5-18.

Step 3 − Perform offline updates and create a conflict situation

1. Apply the changes outlined in the Goal Description to the Tailspin Toys account record.

2. Open the opportunity titled Test Opportunity. In the Details side tab, click Activities.

3. Create a new Phone Call activity. Enter Call Immediately as the subject.


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4. To set up a conflict situation, switch to your Install Server VPC image and using the web browser client, delete the Test Opportunity record.

Step 4 − Go back online and verify the offline changes were applied in the Microsoft CRM database.

1. Switch back to the Install Client VPC image. On the Microsoft CRM menu bar, click Go Online.

2. During the synchronization process, you receive a Data Synchronization Error. Why did you receive the error?

3. Click the Go online and do not save the changes made to data offline option.

4. Once the synchronization is complete, navigate to the Active Accounts view.

5. Verify the changes made offline to the Tailspin Toys account are applied.

6. Navigate to the Opportunities and verify the Test Opportunity does not exist.

7. Navigate to Activities and verify the Phone Call activity created offline for the Test Opportunity does not exist.

8. Close the Client Install VPC image. Select the "Shut down Windows XP and save changes" option. Verify the "Commit changes to the virtual hard disk" option is selected on the Close window. This saves your laptop client installation on the Client Install image.


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Summary This lesson reviewed the following information concerning the Microsoft CRM 3.0 client for Outlook:

• The key features associated with the Microsoft CRM 3.0 client for Microsoft Office Outlook.

• The installation procedures for the two types of Microsoft CRM clients for Outlook.

• How the laptop client functions in an offline mode. In addition, the client user should be familiar with the following best practices concerning the Microsoft CRM client for Outlook:

• The Microsoft CRM server must be installed and running before attempting to install the client.

• Do not install client on the Microsoft CRM Server. It is not compatible with the Microsoft CRM server installation.

• Ensure both hardware and software requirements are met prior to installing the client.

• The Indexing Services must be installed and running on the client computer.

• Outlook must be started at least once to create a default profile prior to installing the Microsoft CRM client for Outlook. During installation, the Microsoft CRM laptop client for Outlook binds to the default profile.

• Problems may occur which prevent the Microsoft CRM laptop client for Outlook from functioning properly if you have or create additional profiles and try to change or delete the default profile.

• The person installing the Outlook client must be a valid Microsoft CRM user with roles and a license.


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Test Your Knowledge − Installing the Microsoft CRM 3.0 Client for Outlook

1. What are the two Microsoft CRM clients for Outlook that are available in Microsoft CRM 3.0, and how are they different?

2. You have just completed creating the Administrative image by running command line setup of the Microsoft CRM client for Outlook. What is the next step that you must perform?

a. Push the image out to each client machine b. Publish the image via Group Policy Objects c. Install the image on the client via Add or Remove Programs d. None of the above

3. Which of the following are features of the Microsoft CRM 3.0

desktop client for Outlook? Select all that apply.

a. Intended for machines that never go offline b. Provides new schedulable Outlook synchronization c. Allows multiple installations of the client on the same machine

(for example, shift workers sharing a desktop machine) d. Installation does not install the MSDE database or the local web

server

4. When installing the Microsoft CRM 3.0 client for Outlook directly from the Client CD, what privilege must the installation user possess on the client machine?

a. Domain Administrator privilege b. Network User privilege c. Local Administrator privilege d. Power User privilege


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5. When the client image is published via Group Policy Objects, what are the two options the administrator can choose from that indicates how the image must be installed on the client machine?

a. Publish b. Add or Remove Programs c. Install on all clients d. Auto install

6. Installing the Microsoft CRM client for Outlook via the

Administrative image eliminates what user requirement that must be met if a user installs the client directly from the Microsoft CRM Client CD?

7. What is the purpose of publishing the image via Group Policy Objects?


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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.