Set up CRM for phones and CRM for tablets

 

Applies To: Dynamics CRM 2016, Dynamics CRM Online

Your users want their CRM data while on-the-go. We’ve got two mobile CRM apps for you to deploy:

  • CRM for phones: If you’re running Microsoft Dynamics CRM Online 2015 Update 1 or later or Microsoft Dynamics CRM 2016 on-premises, we’ve got a new phone app for you that’s been reworked to be “Configure once, deploy everywhere”. Design your information architecture once and the customizations will automatically flow to all form factors. Much is shared with CRM for tablets.

    Video symbol Video: Extend Dynamics CRM to your Smart Phone

  • CRM for tablets: With the same basic features as CRM for phones, tablet users will appreciate the CRM experience optimized for a larger screen.

For hardware and software requirements for CRM for phones and CRM for tablets, see Support for CRM for phones and CRM for tablets.

CRM for phones requires Microsoft Dynamics CRM Online 2015 Update 1 or later or Microsoft Dynamics CRM 2016 on-premises (iPhone, Android, and Windows 10-Windows 10 requires the new CRM for Windows app). It cannot be used with previous versions of Microsoft Dynamics CRM Online or Microsoft Dynamics CRM on-premises.

CRM for tablets can connect to both Microsoft Dynamics CRM Online organizations and Microsoft Dynamics CRM on-premises deployments. Microsoft Dynamics CRM Online organizations using CRM for tablets require the Microsoft Dynamics CRM Online Fall ‘13 release or later.

System_CAPS_importantImportant

For CRM for phones and CRM for tablets, Microsoft Dynamics CRM on-premises deployments require Internet-facing deployment (IFD) for users to access their data. If you have your Microsoft Dynamics CRM website available over the internet but it is not using the Microsoft Dynamics CRM IFD configuration, it is not supported. To verify that your on-premises deployment is configured for IFD, open Microsoft Dynamics CRM Deployment Manager on your Microsoft Dynamics CRM Server. The Authentication Summary section should show that both Claims-Based Authentication and Internet-facing deployment (IFD) are enabled. More information: Configure IFD for Microsoft Dynamics CRM.

CRM IFD settings

Microsoft Dynamics CRM uses a security privilege, CRM for mobile, to provide access to CRM for phones and CRM for tablets. Follow these steps to check and assign the security privilege for a security role:

  1. Go to Settings > Security.

  2. Click Security Roles.

  3. Choose a security role > Business Management tab.

  4. In the Privacy Related Privileges section, verify that CRM for mobile is set to Organization. If not, click CRM for mobile.

  5. Click Save and Close to save the changes to the security role.

  6. Send an email to tablet-enabled users to let them know they can download the mobile app from the app store. Include the organization URL and sign-in information in the email.

This applies to new installations of Microsoft Dynamics CRM Online, Microsoft Dynamics CRM 2013 or later, and customers that upgrade from Microsoft Dynamics CRM 2011. You can add or remove this privilege from custom or default security roles to meet your business needs. Users who do not have this privilege will see the following error:

You haven't been authorized to use this app. Check with your system administrator to update your settings.

System_CAPS_noteNote

Microsoft Dynamics CRM includes the ability to audit user access. Audit events are logged if a user accesses your CRM organization through CRM for tablets. However, there is not a new event type that indicates the access was through CRM for tablets. The audit login events would appear as User Access via Web Services.

 

In addition, particularly if you have created a custom security role, validate that three entities have Read permission.

  1. Go to Settings > Security.

  2. Click Security Roles.

  3. Choose a security role > Customization tab.

  4. Verify that the Read permission is set for the following entities:

    • Custom Control

    • Custom Control Default Config

    • Custom Control Resource

    • System Application Metadata

    • User Application Metadata

  5. Click Save and Close to save the changes to the security role.

Multiple dashboards are available for CRM for phones and CRM for tablets users. After you set up standard or custom dashboards for mobile access, users can easily modify which dashboards appear and how they appear on their phones or tablets.

  1. Go to Settings > Customizations.

  2. Click Customize the System.

  3. Under Components, click Dashboards.

  4. Double-click or press and hold the dashboard you want to enable for phone or tablet access.

  5. Click Properties > Enable for mobile > OK.

  6. Click Save.

Show your users how to set and view the enabled dashboards on their phones or tablets. More information: Help & Training: Get around in CRM for phones and tablets

You can assign security roles to a dashboard so the dashboard appears only to users with certain security roles. For example, to set who has access to the Sales Dashboard, click Settings > Customizations > Customize the System > Components > Dashboards, and then select the Sales Dashboard. Then, click Enable Security Roles.

System_CAPS_importantImportant

The following content covering registry changes applies to CRM for tablets and not CRM for phones.

The new CRM for tablets Windows 10 app does not require registry changes.

 

To deploy the CRM for Windows 8.1 app, review the following scenarios.

Admin action

You’re using Microsoft Dynamics CRM Online Spring ‘14 or later.

None. You can skip the steps in this section. They apply only to on-premises Microsoft Dynamics CRM.

You’re using an on-premises version of CRM that is earlier than Microsoft Dynamics CRM 2013 Service Pack 1 (SP1).

Update to Microsoft Dynamics CRM 2013 Service Pack 1 (SP1) or later, and then follow the steps in this section.

You organization is running Microsoft Dynamics CRM 2013 Service Pack 1 (SP1) or later.

Follow the steps in this section.

System_CAPS_noteNote

If you need to delay updating to Microsoft Dynamics CRM 2013 Service Pack 1 (SP1) or later, your users can use the Windows 8 app.

 

Before your users install the Windows 8.1 app, complete these steps:

  1. Make sure your CRM server is updated to Microsoft Dynamics CRM 2013 Service Pack 1 (SP1) or later.

  2. Update a registry setting on your mobile devices.

System_CAPS_noteNote

If users have installed the CRM for Windows 8.1 app prior to you making these registry changes, they will need to restart the tablet app after the changes are complete.

If your mobile devices are managed under the control of group policy, the following steps describe what you need to do.

System_CAPS_cautionCaution

This task contains steps that tell you how to modify the registry. However, because serious problems may occur if you modify the registry incorrectly, it’s important that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, open the following link to view the article in the Microsoft Knowledge Base: How to back up and restore the registry in Windows.

  1. If you plan on using group policy to do a domain wide deployment of the registry change and your server is not running Windows Server 2012 R2 or later, download and install the Windows Server Administrative Templates.

  2. Open the Group Policy Management Editor.

  3. Select an existing policy or create a new policy.

  4. Go to Computer Configuration > Policies > Administrative Templates > Windows Components > App runtime and set Turn on dynamic Content URI Rules for Windows store apps to Enabled.

  5. Click Show, and then add the URL for your organization. For example, https://orgname.contoso.com.

  6. Close the group policy editor and save your changes.

More information: How to update links to external web pages for an enterprise environment and Group Policy

If your mobile devices are unmanaged, see the following sample PowerShell script that shows how to change the registry on each Windows 8.1 or later device.


# *********************************************************
# 
#    Copyright (c) Microsoft. All rights reserved.
#    This code is licensed under the Microsoft Limited Public License.
#    THIS CODE IS PROVIDED *AS IS* WITHOUT WARRANTY OF
#    ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING ANY
#    IMPLIED WARRANTIES OF FITNESS FOR A PARTICULAR
#    PURPOSE, MERCHANTABILITY, OR NON-INFRINGEMENT.
# 
# *********************************************************
param([string]$admin)

#Force PowerShell to relaunch in Admin mode
if($admin -ne 'LaunchingAsAdminNow') 
{
    $Args = '-ExecutionPolicy Unrestricted -file "' + ((Get-Variable MyInvocation).Value.MyCommand.Path) + '" LaunchingAsAdminNow'
    $AdminProcess = Start-Process "$PsHome\PowerShell.exe" -Verb RunAs -ArgumentList $Args -PassThru
}
else
{
    # Create Packages key if it does not exist
    $packages=Get-Item -Path HKLM:\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\Packages -ErrorAction SilentlyContinue
    if($packages -eq $null)
    { New-Item -Path HKLM:\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies -Name Packages}

    # Create Applications key if it does not exist
    $apps=Get-Item -Path HKLM:\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\Packages\Applications -ErrorAction SilentlyContinue
    if($apps -eq $null)
    { New-Item -Path HKLM:\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\Packages -Name Applications}

    # Add or overwrite EnableDynamicContentUriRules value to 1
    New-ItemProperty -Path HKLM:\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\Packages\Applications -Name EnableDynamicContentUriRules -PropertyType DWord -Value 1 -force

    # Create ContentUriRules key if it does not exist
    $rules=Get-Item -Path HKLM:\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\Packages\Applications\ContentUriRules -ErrorAction SilentlyContinue
    if($rules -eq $null)
    {New-Item -Path HKLM:\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\Packages\Applications -Name ContentUriRules}

    # Prompt user for the domain uri
    $domainname = Read-Host 'Please provide the domain uri that you want to add to the allow list(such as https://*.contoso.com:444)'

    # Add uri to the allow list under ContentUriRules
    $urls=Get-Item -Path HKLM:\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\Packages\Applications\ContentUriRules -ErrorAction SilentlyContinue
    New-ItemProperty -Path HKLM:\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\Packages\Applications\ContentUriRules -Name ($urls.ValueCount+1) -PropertyType String -Value $domainname -force
}


If your mobile devices are unmanaged, you can also change the registry on each Windows 8.1 or later device like this:

  1. Start Registry Editor.

  2. Before making changes to your registry, make a backup. Click File > Export, and then enter your settings.

  3. Locate the following registry subkey: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\policies

  4. Right-click or tap policies, point to New, and then click Key.

  5. Type Packages, and then press ENTER.

  6. Right-click or tap Packages, point to New, and then click Key.

  7. Type Applications, and then save the text.

  8. Right-click or tap Applications, point to New, and then click DWORD (32-bit) Value.

  9. Type EnableDynamicContentUriRules and then save the text.

  10. Right-click or tap EnableDynamicContentUriRules, and then click Modify.

  11. Type 1 in the Value Data box, and then click OK.

  12. Right-click or tap Applications, point to New, and then click Key.

  13. Type ContentUriRules, and then save the text.

  14. Right-click or tap ContentUriRules, point to New, and then click String Value.

  15. Type 1, and then save the text.

  16. Right-click or tap 1, and then click Modify.

  17. Type your CRM organization’s URL in the Value Data box (for example, https://contoso.com), and then click OK.

  18. Exit Registry Editor.

    Now you can point your users to the Windows 8.1 app, so they can get the added functionality of the offline experience. More information: Help & Training: Install the CRM for tablets app

If an entity is enabled for CRM for mobile and appears in the nav bar (sitemap) for the web application, it will also appear on the nav bar in CRM for phones and CRM for tablets.

The CRM for phones and CRM for tablets apps show the entities as a flat list in the same order as the sitemap in the web application. They ignore any groupings within web application areas. You can add an entity to multiple groups on the web application, but CRM for phones and CRM for tablets display a flattened list and do not show any repeats. CRM for phones and CRM for tablets apply your Microsoft Dynamics CRM security role, so you will not see an entity unless you have at least read access to that entity.

Custom entities use a fixed custom entity symbol.

CRM for tablets nav bar

 

The lists of records that appear on the Sales Dashboard and within a form appear as simple lists. These lists have a different appearance than the typical view of records. There are a few frequently used actions you can perform on a simple list.

System_CAPS_noteNote

Simple lists are not available in CRM for phones. Instead use the command bar and click Select View to change your view.

  • Tap the list header to see the full list for the current view.

  • Tap a list item to open the form for that item.

  • Tap and hold an item to display the command bar.

  • Tap the New Item button + to the right of the view name to create a new record of that type.

Some more things to note:

  • You’ll see the New Item button + to the right of the view name for any entity type that is read/write enabled for CRM for tablets.

  • Simple lists retrieve ten records at a time regardless of the Records Per Page setting in your Personal Options area of the web application. As you scroll to the bottom of the list, CRM for tablets displays additional records.

Fields Displayed

A typical view of records displays all columns in the view definition. A simple list displays the first few columns from the selected view. Simple lists are also capable of displaying images for each record if the entity is enabled to display images.

CRM for tablets simple list

The number of fields you’lll see in the list is different depending on whether or not the entity is enabled for images. If it is, the image is the first thing to appear. Next to the image the primary field for the entity is displayed first and wraps up to two lines. The primary field is followed by the first two columns in the view that are not the primary field. Those fields will each appear on one line.

If the entity is not enabled for images, the primary field for the entity is displayed first. The primary field is followed by the first three columns in the view that are not the primary field.

There are a few special list types: Activity, Stakeholders, and Sales Team. These are discussed in the next sections.

Activity Lists

The simple list for activities includes some special functionality that isn’t available on other lists. Each standard activity type (such as Phone call and Task) includes a symbol to differentiate it from the other activity types. Next to the symbol, the primary field for the activity is displayed and will wrap up to three lines. The next field to display is the first field from the view (excluding the primary field), Due Date, and Activity Type. Activities that can be marked as complete have a check box next to them. Tap the check box to mark the activity as complete.

The activities list shows activities that are due today and past due activities in a darker color. Activities that are not due today or past due appear in a lighter color. Activities with a due date include the date and time of when they are due.

System_CAPS_importantImportant

Microsoft Dynamics CRM uses a composite Activity entity to store and retrieve data common between different activity types (like Task, Appointment, or Phone Call). The due date for activities is stored in the Actual End field for the composite Activity entity. Appointment activities have a Start Date and End Date. Because the due date for the activities list is retrieved from the Actual End field, the time that an appointment ends is displayed in the Activities list. This means an appointment that starts at 1pm and ends at 2pm will show a time of 2pm on the tile for the appointment in the activities simple list.

CRM for tablets simple activity list

Some more things to note:

  • The Description field for emails will not appear in lists.

  • For Activities, the New Item button + opens a flyout so you can select the type of activity to create. This flyout contains a list of all the read/write enabled activities.

Stakeholders and Sales Team Lists

The Stakeholders and Sales Team lists that appear in an Opportunity display the primary field and role. These two entity lists have inline create and editing. When you tap the New Item button + on these lists, the existing list items move down, and a lookup and a drop-down list appear. Now you can select (or create) an entity to add to the list through the lookup, and assign a role through the drop-down list.

Stakeholders and sales team lists

 

Editing is an inline experience as well. If you tap the down arrow next to the role name, the drop-down list appears in edit mode and you can change roles.

Select View

To change the view used to display a list of records, tap and hold the name of the list. The command bar appears, which includes the Select View button. Tap the Select View button to select a different view.

Personal views are listed before system views. You can’t create new views within Microsoft Dynamics CRM.

All the charts you can create in the Chart Designer, such as Bar, Line, Pie, and Funnel charts, are viewable in CRM for phones and CRM for tablets.

Some more things to note:

  • Open a chart from the Sales Dashboard to get a page with a chart and the records used to generate the chart.

  • Choose the chart sections to see the records filtered for that part of the chart.

  • Charts are not available offline with CRM for phones and CRM for tablets.

Forms in CRM for tablets are based on the development principle of “Design once and deploy across clients.” Entity behavior and business processes in CRM for tablets forms function similarly to forms in the web application, but with a flow tailored for a tablet. In Microsoft Dynamics CRM Online 2016 Update and Microsoft Dynamics CRM 2016 (on-premises) or later, you can preview how forms look on tablets and phones when you customize them in the web app.

System_CAPS_noteNote

Forms work a bit differently for CRM for phones. See the section below Things to know about CRM for phones.

Sales form in Dynamics CRM

Sales Lead form in web application

>

Sales form in CRM for tablets

Sales Lead form in CRM for tablets

 

 

This diagram shows common parts of the updated entity forms in the web application.

Diagram shows Updated entity form structure in CRM

 

CRM for tablets takes many of the Main form elements and presents them in a way that is optimized for tablets, as shown in the following diagram.

Diagram of a form in Dynamics CRM for tablets

 

Relationships

The Relationships area of the form displays entity relationships that are configured in the Navigation area of a form. If an entity relationship is configured to appear in the Navigation area within the form customization, and the entity is enabled for CRM for tablets, the entity relationship will appear in the Relationships section. The Connections relationship tile is not displayed in CRM for tablets.

The relationships section also has a tile that represents the owner of the record, which is a Lookup field. In addition to the Owner tile, there are some other examples of hardcoded tiles that represent Lookup fields. For example, the Contact form has a tile for the parent account. You cannot choose additional Lookup fields as tiles in this section.

Form customization with navigation items

Form customization that shows navigation items on the left side of the screen

 

Relationships section within a form

Relationships section within a form

 

Some more things to note:

  • Forms in CRM for tablets are limited to 5 tabs (or 75 fields and 10 lists). This limit includes hidden fields.

  • Activity Feeds and Yammer are not supported in CRM for tablets.

Forms in CRM for phones use the Main form type. Entity behavior and business processes in CRM for phones forms function similarly to forms in the web application, but with a flow tailored for a phone.

To further simplify forms, you can hide components from appearing in the phone app. You can hide tabs, sections, subgrids, fields, and charts. For example, to hide the Details tab in the Contact form, click Settings > Customizations > Customize the System > Components > expand Entities > expand the Contact entity > Forms. Select the Contact form, then scroll down and click Details. Click Change Properties and clear the Available on phone check box to hide the Detail tab from appearing on the Contact form for phone users.

Hide the Detail tab on Dynamics  CRM for phones

There are a few differences between CRM for phones and CRM for tablets:

  • Simple lists are not available in CRM for phones. Instead use the command bar and click Select View to change your view.

  • Duplicate detection is not available.

  • The Open in browser feature is not available.

CRM for phones and CRM for tablets support the following languages:

  • Basque (Basque) - 1069

  • Bulgarian (Bulgaria) - 1026

  • Catalan (Catalan) - 1027

  • Chinese (Hong Kong S.A.R.) - 3076

  • Chinese (People's Republic of China) - 2052

  • Chinese (Simplified) - 2052

  • Chinese (Taiwan) - 1028

  • Chinese (Traditional) - 1028

  • Croatian (Croatia) - 1050

  • Czech (Czech Republic) - 1029

  • Danish - 1030

  • Dutch - 1043

  • English - 1033

  • Estonian - 1061

  • Finnish - 1035

  • French - 1036

  • Galician

  • German - 1031

  • Greek - 30

  • Hindi (India) - 91

  • Hungarian - 36

  • Indonesian - 62

  • Italian - 1040

  • Japanese - 1041

  • Kazakh - 705

  • Korean - 82

  • Latvian - 371

  • Lithuanian - 370

  • Norwegian - 47

  • Polish - 48

  • Portuguese (Brazil) - 55

  • Portuguese (Portugal) - 2070

  • Romanian - 40

  • Russian - 7

  • Serbian

  • Slovak - 421

  • Slovenian - 386

  • Spanish - 3082

  • Swedish - 46

  • Thai - 66

  • Turkish - 90

  • Ukrainian - 380

When the application first loads after installation, it will determine the device language and load the user interface in that language. If the device language is not one of the supported languages, the application will load in English. When the application has been configured in a Microsoft Dynamics CRM organization, the application will load 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.

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

Some more things to note:

  • All custom entities can be enabled for CRM for phones and CRM for tablets.

  • You can use the Lookup for entities that are not enabled for CRM for phones and CRM for tablets from a record that is enabled and see the data. However, you won’t be able to edit the entity.

Entities that are visible and read/write in CRM for phones and CRM for tablets

Entity Name

CRM for phones and CRM for tablets Visibility Property

CRM for phones and CRM for tablets Read-only Property

Account

Modifiable

Modifiable

Activity

Not modifiable

Not modifiable

Appointment

Modifiable

Modifiable

Case

Modifiable

Modifiable

Competitor

Modifiable

Modifiable

Connection

Not modifiable

Modifiable

Contact

Modifiable

Modifiable

Invoice

Modifiable

Modifiable

Lead

Modifiable

Modifiable

Note

Not modifiable

Not modifiable

Opportunity

Modifiable

Modifiable

Order

Modifiable

Modifiable

Phone Call

Modifiable

Modifiable

Quote

Modifiable

Modifiable

Social Activity

Modifiable

Modifiable

Social Profile

Modifiable

Modifiable

Task

Modifiable

Modifiable

 

Entities that are visible and read-only in CRM for phones and CRM for tablets

Entity Name

CRM for phones and CRM for tablets Visibility Property

CRM for phones and CRM for tablets Read-only Property

Attachment

Not modifiable

Not modifiable

Email

Modifiable

Not modifiable

Entitlement

Not modifiable

Not modifiable

Knowledge Article

Modifiable

Not modifiable

Price List

Not modifiable

Not modifiable

Product

Modifiable

Not modifiable

Queue

Modifiable

Not modifiable

Sharepoint Document

Not modifiable

Not modifiable

SLA KPI Instance

Not modifiable

Modifiable

Team

Not modifiable

Not modifiable

User

Not modifiable

Not modifiable

Web Resource

Not modifiable

Not modifiable

CRM for phones and CRM for tablets authenticate users with browser-based authentication, which means no credentials are stored on the phone.

Microsoft Dynamics CRM Online

CRM for phones and CRM for tablets users transitioned to Microsoft Dynamics CRM Online on Microsoft Online Services environment will automatically renew their sign-in for up to 30 days.

Microsoft Dynamics CRM 2015 or later (on-premises versions)

CRM for tablets connections to Microsoft Dynamics CRM 2015 or later require an Internet-facing deployment.

System_CAPS_noteNote

Microsoft Dynamics CRM 2013 or later is required for CRM for tablets users to connect to their Microsoft Dynamics CRM organization. Organizations that are using earlier versions of on-premises editions of Microsoft Dynamics CRM will need to upgrade.

Consider the following when planning security for CRM for tablets:

  • Data transmission. CRM for tablets requires an Internet-facing deployment (IFD), so when your organization’s mobile devices synchronize CRM data with your online or on-premises CRM, the data is encrypted with Transport Layer Security (TLS) or Secure Sockets Layer (SSL).

  • Cached data. CRM for phones and CRM for tablets only cached records and lists that you’ve recently accessed in the app. To clear cached data, users can either sign out or reconfigure. More information: see “What’s the difference between sign out and reconfigure?” in Help & Training: Sign out or reconfigure CRM for tablets

  • Encrypting cached data. Cached data is not encrypted. You can use BitLocker to encrypt the entire hard drive on a Windows 8 or later device. For Apple and Android devices, consider Windows Intune or a product from another company to encrypt the hard drive on the mobile device.

Records are saved in CRM for tablets based on how you configured autosave in your organization settings. To view your save settings, click Settings > Administration > System Settings > General tab. View the settings under Select the default save option for forms.

If autosave is:

  • Enabled for the organization, changes to forms are saved when users leave forms.

  • Disabled for the organization, users must use the command bar and click Save to save form changes.

Images, such as contact photos, are not stored in the browser cache. Images may not be displayed when users work offline with CRM for tablets.

Licensed Dynamics CRM Online users with specific Security Roles (CEO – Business Manager, Sales Manager, Salesperson, System Administrator, System Customizer, and Vice President of Sales) are automatically authorized to access the service by using CRM for tablets, as well as other clients.

An administrator has full control (at the user security role or entity level) over the ability to access and the level of authorized access associated with the tablet client. Users can then access CRM Online by using CRM for tablets, and Customer Data will be cached on the device running the specific client.

Based on the specific settings at the user security and entity levels, the types of Customer Data that can be exported from CRM Online and cached on an end user’s device include record data, record metadata, entity data, entity metadata, and business logic.

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