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When trying to save/send a "tracked" Outlook Email in Microsoft Dynamics CRM for Microsoft Office Outlook, you may encounter this Offline Error message: "The sender does not have an e-mail address in Microsoft Dynamics CRM. Do you want to send the e-mail? If you click Yes, the e-mail will be sent out, but no corresponding activity will be created in Microsoft Dynamics CRM". This applies for both Microsoft CRM 4.0 On-Premise and CRM Online.
Pretty obvious – this is caused by the Microsoft CRM User’s "Primary E-mail" field not having a value. Updating this field with a valid email will resolve the issue.
I’d built numerous Microsoft CRM Workflows since Microsoft CRM v1.0. In my mind – Microsoft CRM Workflow would be the ideal design approach to use if it can meet the automation requirement. During a recent Microsoft CRM System Administrator training, I had an opportunity to discuss about the Microsoft Workflow Scope and Security settings. Here are the details:
Under the Microsoft Dynamics CRM Security Role, Customization tab, there is a "Workflow" entity to set security privileges on. This setting controls the Workflow privileges for CRM Users assigned to this security role. For example – if the user can only "Read" Workflow (1/4 filled circle) – then the user can only view Workflow(s) where the user is the "owner" of the Workflow(s). This impacts the "On Demand" Workflows that are available to the user – the user can only manually run Workflow(s) that he or she can view. From a security perspective, a Workflow record (Workflow Rule) behaves like any other CRM record.
What about "Automatic Workflows Scope"? The funny thing is that this also behaves like a security setting – the scope setting is tied to the Workflow’s owner. For example – if the Automatic Workflow scope is "User" – only the CRM records owned by the Workflow’s Owner will be triggered if it meets the Workflow’s automatic condition. If the setting is "Organization" – any CRM records could trigger the Workflow if they meet the Workflow’s automatic condition.
The primary difference between an "On demand" setting vs. "Automatic" workflows is that "On demand" is performed by the CRM user that manually invoked the workflow vs. "Automatic" where it is the Workflow’s Owner performing the action upon triggered. Either way, the Microsoft CRM security privileges are enforced.
Note: Be sure that the published CRM Workflows’ owners (CRM users) accounts are enabled and have the proper security privileges to carry out the automatic workflow processes. If the workflow’s owner is disabled or does not have the sufficient security privileges then the workflow will encounter access error upon automatic triggered.
A creative approach to setup a Microsoft CRM Workflow so that it is only available and/or triggered automatically for selected CRM users is to properly configure the Workflow’s Scope and Security based on the above understanding. We can also leverage the Microsoft CRM Record Sharing function to share the Workflow to each of the selected CRM users or to the CRM team that consists of the selected CRM users:
“CRM is killing me over here” was the message we had received from one of our Microsoft Dynamics CRM Online customer users – urgently asking us for help to resolve his Microsoft CRM Outlook Client from repeatedly prompting for Login even after he had selected “Save my e-mail address and password”.
Microsoft CRM Online relies on Microsoft LiveID for login authentication. Somehow his user’s login info was not being saved – he is receiving the CRM Online Sign-in screen over and over:
This was caused by the Internet Explorer 8 (IE8) web browser’s “Delete browsing history on exit” setting. The default setting for “Delete browsing history on exit” is enabled – we need to disable (un-check) it. Issue resolved – Microsoft CRM usage is again pleasant for this CRM user.
- If your PC is running on a 64 bit OS (Windows 7 64 bit or Vista 64 bit), there are two versions of the Internet Explorer 8 (IE8) – a 32 bit and a 64 bit. Be sure to set both’s “Delete browsing history on exit” setting to disable
- If you are encountering repeated login prompt for Microsoft CRM 4.0 (On-Premise) – check this Microsoft Support KB 892666: You are prompted for your user name and password when you open Microsoft CRM or when you open Microsoft CRM client for Microsoft Office Outlook http://support.microsoft.com/kb/892666
I would like to talk about an important Microsoft CRM design setting: Cascade Relationship Behavior.
Scenario: What happens to the Account’s child records (Contacts, Opportunities, Activities, History, etc.) ownership if we reassigned the Account to another owner? If I have a CRM account record "ABC, Inc." with an initial ownership of "Owner2" and I then reassigned the "ABC, Inc." account record to "Owner3" – what effect does this have on the ABC, Inc.’s child records ownership?
Answer: Under the default Microsoft CRM 4.0 (OnPremise) and CRM Online setting - they will all be reassigned to "Owner3".
Reassigned to Owner3:
All ABC, Inc.’s child contacts are reassigned to "Owner3":
Same for all of ABC, Inc.’s child activities – they are all reassigned to "Owner3":
Same for all of ABC, Inc.’s child history – reassigned to "Owner3" and so on for all other ABC, Inc. child records
An important note is that for CRM History records (activities that are completed) or any other "completed" record types such as CRM Opportunities, Leads, Cases, etc. - we should keep the data intact and not change the Owner info since it should be considered "historical" data.
So, if this is not the desirable initial setting, how do we change it?
Answer: This setting can be updated under the "Relationship Behavior" section in the Account customization (CRM Client >> Settings >> Customization >> Account >> select the child record type under "Related Entity"):
Under the "Relationship Behavior" section, change the "Type of Behavior" from "Parental" to "Configurable Cascade", select a different action for the "Assign" cascade behavior. The default is "Cascade All".
There are four actions to select from: "Cascade All", "Cascade None", "Cascade Active", and "Cascade User-Owned". "Cascade None" is the most conservative.
Review the Assign Cascade Relationship Behavior for other child record types and select the desired behavior setting. Be sure to save and then publish your customization afterwards. Repeat this for other CRM entities such as Contact, Lead, Opportunity, Case, etc.
A typical request when setting up the Microsoft CRM Outlook Client for the "front desk" administrative staffs is to support different "front desk" CRM Users accessing the SAME computer. The good news is that this scenario is fully supported by the Microsoft Dynamics CRM for Microsoft Office Outlook client "Microsoft CRM Outlook Client" (Microsoft CRM 4.0 or CRM Online) but without "Offline Access". That is OK – since a "front desk" computer usually doesn’t need "Offline Access".
The following steps show how to setup multiple Microsoft CRM Outlook configurations on the SAME PC:
1. Login to the PC as the 1st CRM User using the computer. Be sure that the Microsoft Outlook is setup for the 1st CRM User
2. Install the Microsoft CRM Outlook Client (without Offline Access) for the 1st CRM User
3. Configure the CRM Outlook Client via the Configuration Wizard for the 1st CRM User
4. Logout 1st CRM User and Login as the 2nd CRM User. Be sure that the Microsoft Outlook is setup for the 2nd CRM User
5. Configure the CRM Outlook Client via the Configuration Wizard for the 2nd CRM User
6. Repeat steps 4 and 5 for the other CRM Users accessing this computer
Note: This is the error message you will encountered at step 5 above if the Microsoft CRM Outlook Client with "Offline Access" was installed: "… Only one user can be configured per computer for Microsoft Dynamics CRM for Outlook with Offline Access."
There are times when we need to remove the Microsoft Dynamics CRM for Microsoft Office Outlook “Microsoft CRM Outlook Client” from the computer (Microsoft CRM 4.0 or CRM Online). Here are the proper steps for a full uninstall of the Microsoft CRM Outlook Client, including the setup with Offline Access.
- Login to the PC as a user with the “Local Administrator” rights
- Uninstalling the “Offline Access” setup takes more effort and attention (besure you don’t delete another SQL Server database)
- To check if the Microsoft CRM Outlook Client is setup with Offline Access – click on the “CRM” icon on the Microsoft CRM Outlook Tool Bar.
1. Uninstall the following program:
Microsoft Dynamics CRM 4.0 for Microsoft Office Outlook
If setup with Offline Access, remove these additional programs:
Microsoft SQL Server 2005
Microsoft SQL Server Native Client
Microsoft SQL Server Setup Support Files
Microsoft SQL Server VSS Writer
Warning: There may be other Microsoft SQL Server instances installed on the computer – select only the “CRM: Database Engine” instance to remove. Always check with your CRM Administrator if you are not sure. The last thing you want is to remove a SQL Server database for another computer application in use.
2. Delete the following program folder from “C:\Program Files” directory path:
Microsoft Dynamics CRM
If setup with Offline Access, delete this program folder:
Microsoft SQL Server
Warning: Similar warning as step 1 – there may be other Microsoft SQL Server databases installed on the computer so you may need to keep the Microsoft SQL Server program folder and its content. Always check with your CRM Administrator if your are unsure
3. Delete the “MSCRM” folder from the Windows Login User’s “C:\Documents and Settings\[CRM login user]\Local Settings\Application Data\Microsoft” directory path. Besure to select “Show hidden files and folders” under the view folder option in file explorer
4. Delete the “MSCRM” folder from the Windows Login User’s “C:\Documents and Settings\[CRM login user]\Application Data\Microsoft\” directory path. Besure to select “Show hidden files and folders” under the view folder option in file explorer
That should be it. The computer is ready for a re-install of the Microsoft CRM Outlook Client if needed. Enjoy.
When trying to "Go Offline" using the Microsoft Dynamics CRM for Microsoft Office Outlook with Offline Access, you may encounter this Offline Error message: "Could not go offline due to missing rights on Queue". This applies for both Microsoft CRM 4.0 On-Premise and CRM Online.
This is caused by the Microsoft CRM User’s security role privilege setting on the Queue entity. It needs a minimum of "Read" privilege to allow for going Offline.