Microsoft CRM Implementation Guide - Installing Microsoft CRM Server on Microsoft Small Business Server

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Microsoft® Small Business Server 2000 is the flexible network solution designed to help small businesses. The integrated Small Business Server is the one-computer server solution that supports up to 50 client computers. Integrating state-of-the-art server software, including Microsoft Windows® 2000 Server, SQL Server™ 2000, Exchange 2000 Server, and Microsoft Internet Security and Acceleration (ISA) Server 2000, Small Business Server helps you take advantage of the rapidly changing Internet, manage and grow customer relationships, and enhance your company's productivity. Adding Microsoft Business Solutions Customer Relationship Management (Microsoft CRM) Server provides great communications tools to help you keep in touch with current customers, reach new customers, and track sales and support activities using a shared contact database.

Small Business Server installs and configures all application components through a single, integrated setup utility that checks disk space, system compatibility, and dependencies. It also significantly reduces the complexity of installation by automatically setting many common parameters to defaults and consolidating the number of screens encountered during setup.

For more information about Small Business Server, see:

On This Page

Computer Requirements Computer Requirements
Planning Your Deployment Planning Your Deployment
Deployment Sequence Deployment Sequence
Prerequisite Checklist Prerequisite Checklist
Installing Microsoft CRM Server Installing Microsoft CRM Server
Installing the Microsoft CRM-Exchange E-mail Router Installing the Microsoft CRM-Exchange E-mail Router
Operational Notes Operational Notes

Computer Requirements

The following are computer equipment requirements recommended for up to 25 users (supports up to 40 users):

Minimum computer hardware requirements

  • Processor: Single processor 700 MHz Pentium III Xeon

  • Memory: 512 MB

  • Hard disk controller: SCSI with Hardware RAID 5 and three hard drives

  • Network card: 10/100 megabit

Recommended hardware requirements

  • Processor: Dual processors, each 1.8 GHz Pentium 4 Xeon

  • Memory: 1 GB

  • Hard disk controller: SCSI (second controller preferred) with Hardware RAID 5 (three drives for RAID 5, two drives for RAID 1)

  • Network card: 100 megabit

Hardware is the most common cause of performance problems in a Small Business Server network. You can optimize the performance of Small Business Server components—especially Exchange 2000 Server and SQL Server 2000—by considering the following:

  • Memory (RAM). Additional physical memory is often the key to improved performance, especially for Exchange 2000 Server. To maximize server performance, be sure to increase system RAM.

  • Redundant array of independent disks (RAID) hardware. Using multiple, fast small computer system interface (SCSI) drives (7200 RPM or faster) and individual SCSI disk controllers can improve input/output (I/O) processing as well as read/write times. If you are running SQL Server 2000 and/or have heavy file sharing and printing on your Small Business Server network, consider using RAID.

  • Paging file. Spreading your paging file across multiple disks improves virtual memory access.

Planning Your Deployment

The following are suggestions to consider as part of your planning.

Using a Pilot Implementation

Implementing Microsoft CRM and Microsoft Small Business Server can have a big impact on how you do business and how your employees work. For example, if your business currently does not have e-mail, Internet connectivity, server-based faxing, or a CRM package, you might assign three or four employees (or just a selected department), to try out these new features on a server configured the way that you expect the system to be deployed in the entire business. As these few employees learn the system, you will learn how this change might affect the rest of your employees.

If you are not computerized at all and plan to go to a full client/server networked business environment, you should consider a small pilot project with a few employees to make sure that you will attain many of the efficiency gains that you expect and that your employees will be able to handle the change in business practices.

If you plan to migrate from an older client/server or peer-to-peer network, you will want to make sure all of your key line-of-business applications work on Small Business Server. Again, a pilot project in which you install your business application on Small Business Server and then test the application to ensure that it operates as you expect is suggested. Run this application on both the old and new platforms for a period of time or until you are comfortable with making the final switch to the new network.

Connecting Your Small Business Server to the Internet

The small business can allow users access to Microsoft CRM resources over the Internet using the Internet Information Services (IIS) application in Small Business Server. When IIS is used to host the Microsoft CRM Web site, speed for Internet users accessing Microsoft CRM becomes an important consideration. This section discusses several methods for estimating the data transfer capability (this is called "bandwidth") needed for quick access to the small business Web site. This estimate will have an impact on the modem configuration required to support the amount of data to be transferred. Generally, a higher-volume site requires more bandwidth and, as a result, needs more modems (or a faster connection type, such as XDSL, cable modem, ISDN, or T1) to handle the volume of data being transferred.

When planning Internet connectivity, you must make a careful analysis of the planned services. For example, if only Microsoft CRM access from the Internet using HTTP is offered, you should not install File Transfer Protocol (FTP) services on Small Business Server.

When determining the type of connection for your hosted Microsoft CRM Web site, you must estimate the current and future bandwidth of the site correctly. Bandwidth is determined by the number of bits [transferred] per second (bps). Bandwidth is commonly noted in kilobytes per second (KBps) or megabytes per second (MBps). Sufficient bandwidth is required for quick access to resources on the small business Web site.

One of the best sources for determining current and future bandwidth needs is your Internet Service Provider (ISP). Their experience is invaluable when estimating initial and future needs. You can also use historical data from other Web sites to estimate bandwidth. The number of bytes transferred is a commonly recorded statistic on Web sites. Once the site is up and running, the system administrator can gather statistics on bytes transferred by using the performance counters of ISA Server.

For more information about estimating bandwidth with Small Business Server, see Chapter 5, "Planning for an Internet Presence," in the Small Business Server 2000 Resource Kit, located at https://www.microsoft.com/technet/prodtechnol/sbs/2000/reskit/sbrk0005.mspx.

Other Planning Considerations

In addition to the impact Microsoft CRM and Small Business Server will have on your business and your business practices, you should also consider the following:

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

  • All of the applications that you will install are compatible with Windows 2000. (For more information, see Check Hardware and Software Compatibility, located at www.microsoft.com/windows2000/server/howtobuy/upgrading/compat/default.asp.)

  • You have updated device drivers that are compatible with Windows 2000. (Contact the hardware manufacturer for updated device drivers for their products.)

  • You have collected and recorded the information required for installation using the Before You Begin card included with your Small Business Server packaging, or " Appendix C: Small Business Server Setup Worksheets," in the Small Business Server 2000 Planning and Installation Guide, located at https://www.microsoft.com/technet/prodtechnol/sbs/2000/plan/guide/sbsplan.mspx.

  • If you are upgrading to Small Business Server 2000, you have backed up all critical data on your system and tested your backup to ensure data integrity.

  • You have secured an uninterruptible power supply (UPS) for your server. In the event of a power outage, a UPS will provide the server with enough backup power to save your data and safely shut down.

  • You have planned your Small Business Server installation for growth. You may only have 15 employees now, but in a year or two you may have 40. Plan your installation for 40; doing so will save you time and money in the future.

Small Business Server Limitations

Managing expectations is important when planning and deploying Small Business Server as the infrastructure of a small business network. Part of managing expectations is understanding the limitations of Small Business Server. The known Small Business Server limitations are as follows:

One domain. You can have only one domain on a Small Business Server network. In addition, Small Business Server 2000 must be the root of the forest.

No trust relationships. Because only one domain is supported on a Small Business Server 2000 network, there can be no trust relationships with other domains. This restriction on trust relationships includes parent-child trust relationships. There can, however, be other domain controllers on the network.

A maximum of 50 client computers. Only 50 client computers can be connected to Small Business Server, assuming that the appropriate client access licenses are in place. Client access licenses are enforced in Small Business Server 2000.

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

Deployment Sequence

The following is a general guide to the sequence of steps required for deploying Microsoft CRM on Microsoft Small Business Server. This guide will vary depending on your specific needs and the Microsoft CRM implementation being installed.

  1. Set up required hardware and install Small Business Server.

  2. Configure the Small Business Server Active Directory® and Domain Controller.

  3. Configure users.

  4. Ensure local area network (LAN) communication for all computers connected to the network.

  5. Configure all other servers:

    • Name resolution server

    • Microsoft SQL Server 2000 server

    • Microsoft Exchange 2000 server

  6. Install Microsoft CRM Server.

  7. Customize your Microsoft CRM installation, which may include:

    • Sales process

    • Workflow rules

    • Customer service

    • User interface and schema changes (if any)

  8. Add Microsoft CRM user licenses and grant user access.

  9. Install Microsoft CRM Sales for Outlook on client computers.

  10. Test the system.

  11. Train users.

  12. Go live.

Prerequisite Checklist

Regardless of the computer configuration, the following is a checklist of prerequisite software and configuration items that must be installed before installing Microsoft CRM:

  • Active Directory must be switched to native mode.

  • Windows 2000 Server components and services:

    • Internet Information Services (IIS). IIS must be installed and the services started.

    • Windows Indexing Service. This service must be started.

    • Microsoft Message Queuing Service. This service must be installed as a server and started.

  • Microsoft Data Access Components (MDAC) 2.7a, which can be downloaded from the Microsoft Universal Data Access Web site (www.microsoft.com/data/).

  • Do not install Microsoft CRM Server and Microsoft CRM Sales for Outlook on the same computer.

  • Microsoft SQL Server 2000:

    • Service Pack 2 or later must be installed.

    • SQL Server can be installed using either Windows authentication or Mixed Mode authentication.

    • SQL Server service must be started. This service can be configured to automatically start when the computer is started.

    • SQL Server Agent must be started. This service can be configured to automatically start when the computer is started.

    • Although it is not mandatory, it is suggested that you accept the SQL Server default settings for Collation Designator, Sort Order, and SQL Collation. Microsoft CRM supports both case-sensitive and case-insensitive sort orders.

    • Microsoft CRM Setup requires at least Named Pipes network libraries to authenticate using SQL Server. Both Named Pipes and TCP/IP network libraries are enabled by default when you install SQL Server 2000.

  • Microsoft Exchange 2000 Server:

    • The Microsoft CRM-Exchange E-mail Router (if used) should be installed on this computer.

  • You must be logged on with Domain Administrator and Local Administrator privileges when running Microsoft CRM server setup.

  • MSXML 3.0 must be installed prior to installing the Microsoft CRM-Exchange E-mail Router. If you have installed Internet Explorer 6.0, you will already have MSXML 3.0 on your server.

    Note: On the Microsoft CRM server, the Microsoft .NET Framework SP2 or later is a required component for Microsoft CRM. This component is installed by Microsoft CRM Setup, but may also be installed by Windows Update while you are applying updates to your server. If you choose to install the .NET Framework prior to the installation of Microsoft CRM, you MUST ensure that IIS is already installed at that point. Failure to do this will result in asp.net not being correctly registered on the server, and Microsoft CRM not functioning properly.

Installing SQL Server 2000 Service Pack 2

After you install SQL Server, you must apply the latest Service Pack before installing Microsoft CRM. To install SQL Server Service Pack 2 (the latest available when this document was created), follow these procedures.

Install SQL Server 2000 Service Pack 2

  1. Log on to the server that will host SQL Server (CRMSQL01) using an account that is a member of the domain administrators group.

  2. Insert the Service Pack media and run the Setup.bat file.

  3. On the Welcome page, click Next to begin the upgrade process.

  4. Read the Software License Agreement. Click Yes to accept the agreement and continue.

  5. On the Instance Name page, ensure that Default is selected, and then click Next.

  6. On the Connect to Server page, ensure that the Windows account information I use to log on to my computer with (Windows authentication) option is selected, and then click Next.

  7. On the Start Copying Files page, click Next to begin the SQL Server upgrade process. The upgrade will take five to ten minutes depending on the configuration of the computer.

  8. On the Setup page, click OK.

  9. The Setup Complete page indicates a successful installation of the Service Pack upgrade. Click Finish.

Configure SQL Server Agent service

  1. From CRMSQL01, on the Start menu, point to Programs, point to Microsoft SQL Server, and then click Service Manager.

  2. In the Services drop-down list, select SQL Server Agent.

  3. Select the Auto-start service when OS starts check box.

  4. Click the Start/Continue to start the SQL Server Agent.

  5. Close SQL Server Service Manager.

Installing Microsoft CRM Server

The following items are important as you install Microsoft CRM:

  • For the most up-to-date information about installing Microsoft CRM Server, refer to the Readme located on the Microsoft CRM Server CD and on the Documentation CD.

  • If you are installing Microsoft CRM using Terminal Services, you must install from a local drive or a shared drive, but not a mapped drive. Running Microsoft CRM Server Setup from a mapped drive on a remote computer using a Terminal Services session (Remote Administration Mode) fails.

  • You must be logged in with Domain Administrator and Local Administrator privileges when running Microsoft CRM server setup.

  • During Microsoft CRM server setup, you must use a Web site that uses a local folder location in the Path field on the Home Directory in the IIS console.

  • During Microsoft CRM server setup, if you specify a Web site that uses a “home” network shared folder on another server, Microsoft CRM server setup fails with errors such as the following:

    “Error 1327. Invalid Drive: H:\"

    “Installation failed prematurely..."

    "Failed to install Microsoft CRM Server."

    “Failed to Install MSI part of Microsoft CRM Server Setup."

    "Unspecified error"

    "(80004005)"

Before you install the Microsoft CRM Server, review your server installations and note the following.

  • Windows 2000 Server components and services:

    • Internet Information Services (IIS). IIS must be installed and the services started.

    • Windows Indexing Service. Indexing services must be started on both the installation computer and on the computer acting as the domain controller.

    • Microsoft Message Queuing Service. This service must be installed as a Message Queuing Server and started.

    • Although it is possible to install Microsoft CRM on Windows 2000 Professional and Windows XP Professional, it is not supported.

    • Active Directory must be in native mode.

    • Microsoft Windows 2000 Service Pack 3 is installed.

    • SQL Server service and SQL Server Agent must be started on the SQL Server computer.

    • Microsoft Data Access components 2.7a (MDAC)

Install Prerequisite Service – Indexing Service

  1. On the Start menu, point to Settings, click Control Panel, and then double-click Add/Remove Programs.

  2. Click Add/Remove Windows Components.

  3. Select the check box next to Indexing Service, and then click Next.

  4. Complete the installation.

Install Prerequisite Services – Message Queuing

  1. Click Start, point to Settings, click Control Panel, and then double-click Add/Remove Programs.

  2. Click Add/Remove Windows Components.

  3. Select the check box next to Message Queuing Services, and then click Next.

  4. Verify that the Message Queuing server option is selected, and then click Next.

  5. Click the Message Queuing will not access a directory service option, and then click Next.

  6. Complete the installation.

Install Prerequisite Services – MDAC

  • From the MDAC folder on the Microsoft CRM Server CD, double click mdac_typ.exe, and complete the installation of MDAC.

Setting Active Directory to Native Mode

Microsoft Active Directory must be in native mode before you can install Microsoft CRM.

Note: You must perform this procedure on the Active Directory domain controller.

Set Active Directory to native mode

  1. Log on to AD01 using an account that is a member of the domain administrators group.

  2. On the Start menu, point to Programs, point to Administrative Tools, and then click Active Directory Domains and Trusts.

  3. In the console tree, right-click the domain name for the domain that you want to administer, and then click Properties.

  4. On the General tab, if Mixed Mode is displayed, click Change Mode, and then click Yes.

  5. Click OK to close the Properties dialog box, and then click OK, on the replication message.

Installing and Configuring Microsoft CRM

Create the OU for the Microsoft CRM organization

  1. From AD01, on the Start menu, point to Programs, point to Administrative Tools, and then click Active Directory Users and Computers.

  2. Right-click adventure-works.com, click New, and then click Organizational Unit.

  3. In the Name field, enter CRM, and then click OK.

Install Microsoft CRM Server

Important: Do not install Microsoft CRM Sales for Outlook on the Microsoft CRM server. It is not compatible with the Microsoft CRM server installation.

  1. Meet all requirements in the previous "Prerequisite" section.

  2. Log on to CRM01 as a user with Domain Administrator and Local Administrator privileges. It is recommended that you do not log on using the Administrator user account.

  3. Insert the Microsoft CRM Server CD into your CD-ROM drive. The autorun screen should appear.

  4. Select Install Microsoft CRM Server.

  5. On the License Agreement page, click I accept the license agreement, and click Next.

  6. On the Install Required Components page, select Install listed components, and click Next. This screen appears only if you do not have the Microsoft XML Core Services 4.0, the Microsoft .NET Framework SP2, or the Windows 2000 Hotfix Q320211 installed.

    Note: These components are required before Microsoft CRM Server can be installed. You can exit setup and install the components manually, or select Install listed components. The Next button on this page is disabled until either Setup detects these components are already installed or the Install listed components check box is selected.

  7. On the Select SQL Server page, select the database server (CRMSQL01) that you want to use. Select Create new databases or Connect to an existing database, and click Next.

  8. On the Set Up Organization page, click the ellipsis button (…) and select CRM for the Organizational Unit.

  9. Enter your organization name for Organization Name, and then click Next. If you are doing a test or lab deployment and are planning to use the Microsoft CRM Sample Database, then enter Adventure Works Cycle for the organization name.

    Note: The organization name created in the previous procedure must match the organization specified when your license key was obtained.Note: If you are planning to use the Microsoft CRM Sample Database, see Chapter 20, "The Sample Database," for more information. Also, the sample database has a separate license key, which is listed in the "Add a License Key" topic earlier in this guide.

  10. On the Select Installation Locations page, select the Web site and file installation locations. On a new server (one that has not had a previous Microsoft CRM Web site configured) accept the Default Web Site, and then click Next. If you designate a file installation location other than the default shown, do not use special or extended characters when creating the path name.

  11. On the Specify Security Account page, select the security account for your Microsoft CRM installation. If you choose Domain User Account, enter the logon name and password for this account, and then click Next.

  12. On the Summary page, click Install.

  13. A message box will be displayed indicating a successful install. Click OK.

  14. Restart the computer.

Add Microsoft CRM Accounts to Pre-Windows 2000 Compatible Access Group

For the Microsoft CRM servers to have access to Active Directory Organizational Units where users are located, you need to add the following accounts to the Pre-Windows 2000 Compatible Access group in Active Directory:

  • Microsoft CRM Service Account (usually local computer account)

  • IIS Service Account on CRM server (default is local computer account)

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

Add accounts to the Pre-Windows 2000 Compatible Access group

  1. On the Start menu, point to Programs, point to Administrative Tools, and click Active Directory Users and Computers.

  2. Expand the domain, expand Builtin, right-click Pre-Windows 2000 Compatible Access, and click Properties.

  3. Click the Members tab, and then click Add.

  4. Add the Microsoft CRM Server (CRM01) and the SQL Server (CRMSQL01).

  5. Click OK.

Change the Crystal Enterprise Administrator Password

Crystal Enterprise is automatically installed during the Microsoft CRM Server installation. During the Crystal Enterprise part of the installation, a user is created (Administrator) who has full permissions to Crystal Enterprise and also has a blank password. This configuration is necessary for Crystal Enterprise to complete installation correctly. However, once the Microsoft CRM server (and therefore Crystal Enterprise) is installed, there is no longer any reason to maintain this Administrator user with a blank password.

The program CrystalAdmin.exe is provided to change the password for the Crystal Enterprise Administrator user account.

Run CrystalAdmin.exe

  1. Open Windows Explorer and navigate to the following folder:

  2. <InstallationRoot>\Program Files\Microsoft CRM\Tools

  3. In the file list for this folder, double-click CrystalAdmin.exe.

  4. The default value for the Web site port is 80. If this is not correct for your installation, enter the correct port number.

  5. Leave the Old Password box blank, and type a new password in the New Password box.

  6. Type the new password again in the Repeat New Password box, and click OK.

Add a License Key

Add a license key

  1. On the Microsoft CRM server, on the Start menu, point to Programs, point to Microsoft CRM, and then click Deployment Manager.

  2. In the tree view, click License Manager, right-click the organization name, point to New, and then click License.

  3. Type your license key in the Add License dialog box, and click Next. Make sure to type it exactly as it appears, because it is case-sensitive.

    Note: If you are doing a test or lab deployment and are planning to use the Microsoft CRM Sample Database, in the Add License dialog box, type the following license key: 8JUNYZUK3U66WXTRP7WE1

  4. Click Finish.

Installing the Microsoft CRM-Exchange E-mail Router

The Microsoft CRM-Exchange E-mail Router (the Router) is a software component that provides an interface between the Microsoft CRM system and Microsoft Exchange 2000. When installed on the same computer as Exchange 2000 Server, the Router transfers e-mail to the Microsoft CRM system.

The Microsoft CRM system stores e-mail as activity records. These e-mail activity records are stored in the Microsoft CRM database and not only include the contents of the e-mail message (that is, the text of the message, its subject line, and so forth), but also relevant associations with other Microsoft CRM records. For example, when a salesperson replies to a customer about a case, he or she creates an e-mail activity record that includes the text of the message plus information associating the e-mail activity record with the appropriate case record.

Prerequisite Checklist

Regardless of the computer configuration, the following is a checklist of prerequisite software and configuration items that must installed before installing Microsoft CRM-Exchange E-mail Router:

  • Microsoft Windows 2000 Server (or Advanced Server), with Service Pack 3 or later.

  • Microsoft Exchange 2000 Server with Service Pack 3.

  • Microsoft Internet Explorer 5.5 or later.

  • The Microsoft CRM server must be installed and operational.

  • Microsoft Exchange 2000 Server must be installed and operational on the computer that the Microsoft CRM-Exchange E-mail Router is to be installed.

  • The user installing the Microsoft CRM-Exchange E-mail Router must be a member of the domain administrators group.

  • It is required that you log on to the computer where the Microsoft CRM-Exchange E-mail Router is to be installed as a user that has local administrative privileges on the computer running Microsoft CRM.

Install Microsoft CRM-Exchange E-mail Router

The following installation procedures will install and configure the Microsoft CRM-Exchange E-mail Router on EXBE01.

For the most up-to-date information about installing Microsoft CRM Server, refer to the Readme located on the Microsoft CRM Server CD or the Documentation CD.

Install Microsoft CRM-Exchange E-mail Router

  1. Meet all requirements in the previous "Prerequisite Checklist" section.

  2. Log on to EXBE01 as a user with Domain Administrator and Local Administrator privileges.

  3. Insert the Microsoft CRM Server CD into your CD-ROM drive. The autorun screen should appear.

  4. Select Install Microsoft CRM-Exchange E-mail Router.

  5. On the License Agreement page, click I accept the license agreement, and click Next.

  6. On the Specify Microsoft CRM Server page, click Configure. This page will configure the Router to connect to a Microsoft CRM server.

  7. On the Configure Servers page, click Add.

  8. On the Add Server page, in the Microsoft CRM Server Name box, type the name of the Microsoft CRM server (CRM01). In the Microsoft CRM Web site URL box, type the URL of the Microsoft CRM Web site.

    Typically, the Microsoft CRM server and the Microsoft CRM Web site are on the same computer and share the same names. If you are doing a test or lab deployment and are planning to use the Microsoft CRM Sample Database, and also using the adventure-works.com sample Active Directory DNS name, then enter https://crm01.adventure-works.com for the Microsoft CRM Web site URL.

  9. Click OK, and you will return to the Configure Servers page. Click Save, and you will return to the Specify Microsoft CRM Server page. Click Next.

  10. On the Specify Security Account page, type the user name (Logon name) and password using the following format:

  11. Domainname\username

  12. For the Adventure Works Cycle sample deployment, enter adventure-works\administrator for the logon name, enter the correct password, and then click Next.

  13. On the Select Installation Locations page, accept the Default Web Site, and then click Next.

    On this page, the Default Web Site is the Web site on the computer where you are installing the Microsoft CRM-Exchange E-mail Router, not Microsoft CRM Server.

  14. On the Summary page, click Install.

  15. A message box will be displayed indicating a successful install. Click OK.

Configuring Users and Queues

Before adding a user to Microsoft CRM, the Domain Users group must be given access to the Microsoft CRM databases.

Add domain users to SQL Server

  1. On the SQL Server computer (CRMSQL01), on the Start menu, point to Programs, point to Microsoft SQL Server, and then click Enterprise Manager.

  2. Expand Microsoft SQL Servers, expand SQL Server Group, expand SQL_Server (CRMSQL01), and expand Security.

  3. Right-click Logins, and then click New Login.

  4. Click the ellipsis button (…), select Domain Users, click Add, and then click OK.

  5. In the Properties for the Domain Users login, click the Database Access property sheet.

  6. Select the Permit check box for the MSCRM and METABASE databases, and leave the default role of public.

  7. Click OK to close the SQL Server Login Properties dialog box.

  8. Expand Replication Monitor, expand Publishers, and expand SQL_Server (CRMSQL01).

  9. Right-click the MSCRM publication, and then click Properties.

  10. Click the Publication Access List property sheet, and then click Add.

  11. Select Domain Users, and then click OK.

  12. Click OK to close the MSCRM publication properties dialog box.

  13. Right-click the METABASE publication, and then click Properties.

  14. Click the Publication Access List property sheet, and then click Add.

  15. Select Domain Users, and then click OK.

  16. Click OK to close the METABASE publication properties dialog box.

Add a User to Microsoft CRM Server

Before adding users to Microsoft CRM, they must first be added to Active Directory. When adding users, they must also have an Exchange 2000 mailbox created. To have the user created with an Exchange 2000 mailbox, you must run Active Directory Users and Computers on a server that has Exchange 2000 System Manager installed. You can also run Active Directory Users and Computers from any of the Exchange 2000 servers.

Add a user to Active Directory

  1. Log on to the Exchange 2000 server (EXBE01) using an account that is a member of the domain administrators group.

  2. On the Start menu, point to Programs, point to Administrative Tools, and then click Active Directory Users and Computers.

  3. In the console tree, double-click the domain node.

  4. In the details pane, right-click the organizational unit where you want to add the user, point to New, and then click User.

  5. In First name, type the user's first name.

  6. In Initials, type the user's initials.

  7. In Last name, type the user's last name.

  8. Modify Full name as you want.

  9. In User logon name, type the name that the user will log on with and, from the drop-down list, click the UPN suffix that must be appended to the user logon name (following the @ sign).

  10. If the user will use a different name to log on from computers running Windows NT, Windows 98, or Windows 95, change the user logon name as it appears in User logon name (pre-Windows 2000) to the different name.

  11. In Password and Confirm password, type the user's password, and then click Next.

  12. Verify that the Create an Exchange mailbox check box is selected, and then click Next.

  13. Click Finish.

Follow the procedures below for configuring your users to use the Microsoft CRM-Exchange E-mail Router for unsolicited e-mail.

Note: Using the Router for unsolicited e-mail is optional.,

Note: The procedure below is only necessary if the user is either a queue or wants to have all e-mail sent to the user created as e-mail activity records in Microsoft CRM.

Configure users

  1. Log on to the Microsoft Exchange Server computer (EXBE01) as a user with Domain Administrator privileges.

  2. On the Start menu, point to Programs, point to Administrative Tools, and then click Active Directory Users and Computers.

  3. Click View, and then click Advanced Features to enable viewing advanced feature property sheets.

  4. In the console tree, click Users, right-click a user in the details pane, and then click Properties.

  5. Click the Exchange Advanced tab and click Custom Attributes.

  6. Select the first available extensionAttribute. (On a new installation, the first one should be available.) Click Edit.

  7. Type CRMEmailEnabled, and click OK.

  8. Click OK to close the Exchange Custom Attributes dialog box, and then click OK.

There are two ways to add users to your Microsoft CRM server deployment:

  • User Manager Wizard

  • Manually using the Microsoft CRM Web application

User Manager is part of Deployment Manager. You can use User Manager to create user records in Microsoft CRM once those users exist in Active Directory. The benefit to using User Manager is that you can create multiple user records at one time. User Manager creates user records using the User Manager Wizard.

Add a user to Microsoft CRM using the User Manager Wizard

  1. On the Microsoft CRM server, on the Start menu, point to Programs, point to Microsoft CRM, and then click Deployment Manager.

  2. Use Deployment Manager Help, located on the Start menu, for the procedures to add users by using the User Manager Wizard.

Note: The User Manager Wizard will function properly only if you have installed and configured the Microsoft CRM Web site for port 80 and for all unassigned IP addresses.

Manually add a user to Microsoft CRM server

  1. On the Microsoft CRM server, start Internet Explorer and in the browser address box, type https://localhost to open Microsoft CRM.

  2. On the Home page, click Settings, click Business Unit Settings, and then click Users.

  3. Click New User.

  4. In the user form, type the first and last names in the appropriate boxes.

  5. In the Domain Logon Name box, type the user domain and logon name. Use the domainname\username format. This name must be exactly the same as the user logon name you provided when you created the Active Directory user record.

  6. Click Save.

  7. Click the Licenses side tab, and then click Manage Licenses.

  8. Select a license in the left column and click the button to move it to the right column, and then click OK.

  9. Click the Roles side tab, click Manage Roles and select the check boxes for the roles you want to apply, and then click OK.

  10. On the Home page, click Settings, click Business Unit Settings, and then click Users.

  11. Click a user and select the General tab.

  12. In the Primary E-mail field, type the complete e-mail address of this user, and click Save.

  13. Repeat this procedure for each Microsoft CRM user and queue.

Create a queue user

This procedure provides the steps for creating and configuring a queue user that can receive incoming e-mail (for example, the e-mail address might be support@adventure-works.com).

  1. Log on to the Exchange 2000 server (EXBE01) using an account that is a member of the domain administrators group.

  2. On the Start menu, point to Programs, point to Administrative Tools, and then click Active Directory Users and Computers.

  3. Click View, and then click Advanced Features to enable viewing advanced feature property sheets.

  4. In the console tree, double-click the domain node.

  5. In the details pane, right-click the organizational unit where you want to add the user, point to New, and then click User.

  6. In First name, type the queue name (for example, support).

  7. In User logon name, type the name that the user will log on with (support) and, from the drop-down list, click the UPN suffix that must be appended to the user logon name (following the @ sign).

  8. In Password and Confirm password, type the user's password, and then click Next.

  9. Verify that the Create an Exchange mailbox check box is selected, and then click Next.

  10. Click Finish.

Configure queues

  1. Log on to the Microsoft Exchange Server computer (EXBE01) as a user with Domain Administrator privileges.

  2. On the Start menu, point to Programs, point to Administrative Tools, and then click Active Directory Users and Computers.

  3. Click View, and then click Advanced Features to enable viewing advanced feature property sheets.

  4. In the console tree, click Users, right-click the queue in the details pane, and then click Properties.

  5. On the Exchange Advanced properties tab of the disabled user object that owns the mailbox, click Mailbox Rights, and then search the list of accounts for one that has the Associated External Account permission.

    Note: By default, no account will have this permission; however, depending on how the account was created, it may already have this set. If another account currently has the Associated External Account permission, remove the Associated External Account permission from that account. Only one account at a time can have the Associated External Account permission. Therefore, to reset the permission, you must first remove this permission.

  6. If no account has this permission, grant the SELF Account the Associated External Account permission, and verify that Full Mailbox Access permissions have been allowed.

    Note: By default, the SELF account will already have Full Mailbox Access permissions if this is a disabled account. The SELF account is available in all Microsoft Windows 2000 domains. All SELF accounts share a well-known security identifier (SID) that is the same across all domains. If the SELF account is not already listed in the Permissions dialog box, you can add it by typing SELF as the account name.

  7. Click OK to close the Mailbox Rights dialog box.

    Note: After the Exchange 2000 DSAccess cache is refreshed (which may take some time), the new configurations will take effect and e-mail messages that are sent to the disabled account will not generate errors.

  8. Click the Exchange Advanced tab and then click Custom Attributes.

  9. Select the first available extensionAttribute. (On a new installation, the first one should be available.) Click Edit.

  10. Type CRMEmailEnabled, and click OK.

  11. Click OK to close the Exchange Custom Attributes dialog box, and then click OK.

  12. Right-click the queue user object, click Disable Account, and then click OK.

Add a queue to the Microsoft CRM server

  1. On the Microsoft CRM server, start Internet Explorer and in the browser address box, type https://localhost to open Microsoft CRM.

  2. On the Home page, click Settings, click Business Unit Settings, and then click Queues.

  3. Click New Queue.

  4. Enter the Queue Name (for example, Support), the Business Unit, the Owner, and the E-mail (for example, support@adventure-works.com).

Operational Notes

This section contains notes about installing and using Microsoft CRM in certain deployment configurations.

Using Microsoft CRM Server and Microsoft SQL Server on the Same Computer

On Microsoft CRM deployments where Microsoft CRM and Microsoft SQL Server are running on the same computer (such is the case when using Small Business Server), there are manual actions to properly shut down the server and to restart the Microsoft CRM Security Service when the computer is restarted.

Proper Server Shut Down

The Microsoft CRM Workflow Service must be stopped before shutting down the server. Not stopping the Microsoft CRM Workflow Service before shutting down might cause the system to indicate when it is restarted that some processes are running when in fact they are not.

Stop the Microsoft CRM Workflow Service

  1. On the Start menu, point to Programs, point to Administrative Tools, and click Services.

  2. Right-click the Microsoft CRM Workflow Service in the details pane, and click Stop.

Microsoft CRM Security Service Fails When Computer Restarts

The Microsoft CRM Security Service might fail to start when the computer is restarted. This occurs because during the startup sequence, the Microsoft CRM Security Service might attempt to start before the SQL Server service (the name of default SQL server instance is MSSQLSERVER). The result is an error message stating that a service failed to start.

Start the Microsoft CRM Security Service

  1. On the Start menu, point to Programs, point to Administrative Tools, and click Services.

  2. Right-click the Microsoft CRM Security Service in the details pane, and click Start.

Alternatively if you have installed Microsoft CRM to connect to the default instance of SQL Server you can re-register the Microsoft CRM Security service as a dependent service on the SQL Service by using the following command at a command prompt.

mscrmsecurityservice.exe -r -s