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Set up CRM for phones

Applies To: CRM 2015 on-prem, CRM Online

If you’re an administrator, here’s the information you need to deploy and support Microsoft Dynamics CRM for phones, the new phone app for CRM.

In addition, be sure to review the information in CRM for tablets and phones.

Requirements for CRM for phones

CRM for phones connections to Microsoft Dynamics CRM 2015 require an Internet Facing Deployment. You may need to make adjustments to your AD FS server. See CRM for phones and IFD.

Users must have an Internet or intranet connection and should install the CRM for phones app. See “Installing CRM for phones” later in this topic.

noteNote
If users haven’t installed the CRM for phones app, they can access their data using their phone’s browser. However, this isn’t the recommended method to access data because they lose the advantages of using the app (see CRM for tablets and phones).

Microsoft Dynamics CRM supports popular versions of Windows Phone 8, Apple iPhone, and Android smartphones. For specific devices that are supported, see Mobile phone support for Microsoft Dynamics CRM 2015 and Microsoft Dynamics CRM Online.

Microsoft Dynamics CRM 2013 introduced a new security privilege to provide access to use CRM for phones. Prior releases of Microsoft Dynamics CRM included a privilege labeled Go Mobile that granted a user access to use what was called Mobile Express, but is now called CRM for phones. The Go Mobile privilege has been renamed to CRM for phones.

By default, this privilege is included for the following default security roles:

  • CEO-Business Manager

  • Salesperson

  • Sales Manager

  • Vice President of Sales

  • System Administrator

  • System Customizer

This applies to new installations of Microsoft Dynamics CRM Online, Microsoft Dynamics CRM 2013, and Microsoft Dynamics CRM 2015, as well as for customers who upgrade from Microsoft Dynamics CRM 2011. You can add or remove this privilege from custom or default security roles to meet your business needs.

CRM for phones authenticates users using browser-based authentication, which means no credentials are stored on the phone.

Microsoft Dynamics CRM Online

CRM for phones users connected to Microsoft Dynamics CRM Online on the Microsoft Online Services environment will automatically renew their sign-in for up to 30 days. Users connected to Microsoft Dynamics CRM Online who aren’t yet on Microsoft Online Services environment must renew their sign-in every 8 hours.

Microsoft Dynamics CRM 2015 (on-premises versions)

CRM for phones connections to Microsoft Dynamics CRM 2015 require an Internet-facing deployment.

The CRM for phones are available in the following languages:

CRM for Windows 8 Phones

  • English

  • French

  • Italian

  • German

  • Spanish

  • Portuguese (Portugal)

  • Portuguese (Brazil)

  • Chinese (Simplified)

  • Chinese (Traditional)

  • Czech

  • Danish

  • Dutch

  • Finnish

  • Greek

  • Hungarian

  • Japanese

  • Korean

  • Norwegian

  • Polish

  • Russian

  • Swedish

CRM for iPhone

  • English

  • French

  • Italian

  • German

  • Spanish

  • Portuguese (Portugal)

  • Chinese Simplified

  • Chinese Traditional

  • Japanese

CRM for Android

  • English

  • French

  • German

  • Italian

  • Spanish

  • Portuguese (Portugal)

  • Chinese Simplified

  • Chinese Traditional

  • Japanese

noteNote
BlackBerry devices don’t have a CRM app and are only supported for running Microsoft Dynamics CRM by using the BlackBerry mobile browser.

When the application first loads after installation, it determines the device language and loads the user interface in that language. If the device language isn’t one of the supported languages, the application loads in English. Once the application has been configured in a Microsoft Dynamics CRM organization, the application will load the application pages in the language specified in the user’s personal options. If the user language is not one of the supported languages, the application will fall back to the base language of the CRM organization, if it is in the supported language list. If the organization’s base language isn’t supported, English will be the final fallback if it is enabled on the server.

This fallback logic will evaluate several language settings - such as the browser language - when it determines the fallback language. In the following scenario, the fallback will match the browser language:

  • User language = Japanese

  • Organization base language = Dutch (Set in Microsoft Dynamics CRM: Settings > Administration > Languages)

  • Browser language = English (Set in browser)

In the scenario shown previously, English would be used as the fallback.

noteNote
The parent language will be taken into account. For example, if the user’s language is Spanish-Mexico, which isn’t supported, the first fallback will be Spanish (3082), which is one of the supported languages.

If the server doesn’t have a supported language enabled, the application’s configuration will fail and it will show the following error message in the language of the device:

We’re sorry
The language installed on your company’s system isn’t available on the app.
Please contact your system administrator to set up a supported language.

What admins need to do

CRM for phones is enabled by default for many entities. To see if an entity is enabled or to enable an entity:

  1. On the nav bar, choose Microsoft Dynamics CRM > Settings.

  2. Choose Settings > Customizations.

  3. In the Customization window, choose Customize the System.

  4. In the navigation pane, expand Entities, and then choose the entity you want to enable access with CRM for phones.

  5. Under Outlook and Mobile, select the CRM for tablets checkbox.

  6. On the Actions toolbar, choose Save.

    Disable CRM for phones for entity

CRM for phones is enabled by default for Microsoft Dynamics CRM 2013, Microsoft Dynamics CRM 2015, and CRM Online users. As an admin, you can control what is available and who can view CRM for phones using one of these methods.

You can prevent record types (entities), such as accounts, from appearing in CRM for phones.

  1. On the nav bar, choose Microsoft Dynamics CRM > Settings.

  2. Choose Settings > Customizations.

  3. In the Customization window, choose Customize the System.

  4. In the navigation pane, expand Entities, and then choose the entity you want to prevent users from accessing with CRM for phones.

  5. Under Outlook and Mobile, deselect CRM for phones checkbox.

  6. On the Actions toolbar, choose Save.

    Disable CRM for phones for entity

You can prevent users with a specific a security role (for example, Customer Service Representative) from having access to CRM for phones.

  1. On the nav bar, choose Microsoft Dynamics CRM > Settings.

  2. Choose Settings > Administration.

  3. In the Administration window, choose Security Roles.

  4. Select the security role for which you want to prevent access to CRM for phones.

  5. Select the Business Management tab.

  6. Under Miscellaneous Privileges, clear CRM for phones.

    Remove privilege for CRM for phones

  7. On the Actions toolbar, choose Save and Close.

You can set which fields appear or don’t appear in Microsoft Dynamics CRM forms in CRM for phones. To modify mobile forms:

  1. On the nav bar, choose Microsoft Dynamics CRM > Settings.

  2. Choose Settings > Customizations.

  3. In the Customization window, choose Customize the System.

  4. In the navigation pane, expand Entities, and then select an entity and expand it.

  5. Choose Forms, select the mobile form, and then add or remove the attributes.

  6. On the Actions toolbar, choose Save and Close.

noteNote
If you change the availability of CRM for phones for an entity – in the web application go to Settings > Customizations > Customize the System > select an entity > CRM for phones – once you choose Save, your changes will go live. You don’t have to publish the changes.

For more information, see Create and edit mobile forms in the Customization Guide.

Installing CRM for phones

See the Customer Center topic: Install the CRM for phones app

TipTip
Be sure to provide users the URL and credentials they need to sign in.

Entities and CRM for phones

You can enable a limited set of entities for CRM for phones. To see if an entity is enabled or to enable an entity, choose Settings > Customizations > Customize the System > Entities. Select an entity and review the Outlook & Mobile settings.

  • Create – You can create these entities when using CRM for phones.

  • Read - You can view these entities when using CRM for phones.

  • Edit - You can edit these entities when using CRM for phones.

  • Delete - You can delete these entities when using CRM for phones.

 

Entity Name Create Read Edit Delete

Account

Yes

Yes

Yes

Yes

Appointment

Yes

Yes

Yes

Yes

Campaign

No

Yes

Yes

No

Case

Yes

Yes

Yes

Yes

Competitor

Yes

Yes

Yes

Yes

Contact

Yes

Yes

Yes

Yes

Currency

No

Yes

No

No

Discount

Yes

Yes

Yes

Yes

Discount List

Yes

Yes

Yes

Yes

Email

No

Yes

No

No

Entitlement

No

Yes

No

No

Facility/Equipment

No

Yes

No

No

Lead

Yes

Yes

Yes

Yes

Letter

No

Yes

No

No

Mailbox

No

Yes

No

No

Note

Yes

Yes

Yes

No

Opportunity

Yes

Yes

Yes

Yes

Opportunity Close

No

Yes

No

No

Opportunity Product

No

Yes

No

No

Phone Call

Yes

Yes

Yes

Yes

Price List Item

Yes

Yes

Yes

Yes

Product Association

No

Yes

No

No

Quote Close

Yes

Yes

Yes

Yes

Service

No

Yes

No

No

Social Profile

Yes

Yes

Yes

Yes

Subject

No

Yes

No

No

Task

Yes

Yes

Yes

Yes

Unit

No

Yes

No

No

Unit Group

No

Yes

No

No

User

No

Yes

No

No

  • Create – You can create these entities when using CRM for phones.

  • Read - You can view these entities when using CRM for phones.

  • Edit - You can edit these entities when using CRM for phones.

  • Delete - You can delete these entities when using CRM for phones.

 

Entity Name Create Read Edit Delete

Custom Entities

Yes

Yes

Yes

Yes

Address

No

Yes

No

No

Campaign Activity

No

Yes

No

No

Campaign Response

No

Yes

No

No

Contract

No

Yes

No

No

Contract Line

No

Yes

No

No

Fax

No

Yes

No

No

Filter

No

Yes

No

No

Invoice

No

Yes

No

No

Marketing List

No

Yes

No

No

Opportunity Product

No

Yes

No

No

Order

No

Yes

No

No

Order Product

No

Yes

No

No

Post Configuration

No

Yes

No

No

Post Rule Configuration

No

Yes

No

No

Price List

No

Yes

No

No

Price List Item

No

Yes

No

No

Product

No

Yes

No

No

Profile Album

No

Yes

No

No

Queue

No

Yes

No

No

Queue Item

No

Yes

No

No

Quote

No

Yes

No

No

Quote Product

No

Yes

No

No

Service Activity

No

Yes

No

No

Territory

No

Yes

No

No

Wall View

No

Yes

No

No

The following fields visible by default in CRM 2013 CRM for phones are not visible by default in CRM 2015 CRM for phones.

 

Entity Fields

Account

Website, Address 1: Street 2, Industry

Case

Subject, Severity, Origin, Case Stage, Case Type, Service Level

Contact

Address 1: Street 1, Address 1: Street 2, Address 1: City, Address 1: State/Province, Address 1: ZIP/Postal Code, Address 1: Country/Region

Email

Bcc, Direction, Due Date

Lead

Customer, Priority, Rating

Opportunity

Potential Customer, Budget Amount, Priority, Rating

Note: Account and Contact fields have been added to replace Potential Customer.

Phone Call

Phone Number, Direction, Due

Social Profiles

Full Name, Blocked

Users

Primary Email Status, Outgoing Email Delivery Method, Incoming Email Delivery Method

To add fields to a mobile form, choose Settings > Customizations > Customize the System > Entities. Expand an entity and choose Forms > the Information form of type Mobile > an Attribute > Add > Save and Close.

Troubleshooting

For information on known issues with CRM for phones, see Troubleshooting and things to know about CRM for tablets. Here are some things to try to diagnose and fix issues.

Test in the browser

To determine if the problem exists with the CRM for phones app, try viewing your organization in a browser – first on a computer and then on your phone. If the problem persists in a browser, then the app might not be the issue.

Rule out customizations

Some customizations may conflict with CRM for phones. Try connecting to another organization without customizations. Also, make sure you synchronize CRM for phones to catch any customization changes.

Is it a permissions issue?

To check if the issue is related to permissions, try accessing Microsoft Dynamics CRM with a different user and different security role.

See Also

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