Administrator Guide (Dynamics 365 Customer Engagement) | MicrosoftDocs For Dynamics Engagement

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Contents Administer Dynamics 365 Customer Engagement Release history Getting started with your subscription Terminology Try Dynamics 365 (online) About Unified Interface Enable hybrid experience Onboard your organization and users Onboarding cheat sheet for admins Enabling preview features Move between apps Sign in to apps Troubleshoot sign-in problems What is Office 365? Office 365 user ID Manage subscription with Office 365 admin center Service health Using Organization Insights solution Using Organization Insights dashboard (preview feature) Manage updates Policies and Communications Switch from CRM Online to Dynamics 365 (online) Important information for CRM Online customers Important information for CRM Online volume license customers Promo codes: Non-profit Web Direct Promo codes: Student Web Direct Promo codes: Faculty Web Direct Promo codes: Government Web Direct Promo codes: Commercial Web Direct  Support and billing Contact technical support Help and additional resources Volume licensing FAQ Billing FAQ Contact information for billing support Troubleshoot problems Requirements/supported configurations Online requirements Plan for online deployment and administration Supported web browsers and mobile devices Web application requirements Support for devices Manage subscriptions, licenses, and user accounts Reset a user's password Manage email notifications Purchase and assign licenses Manage Microsoft licenses Manage user account synchronization Grant users access Restrict access with trusted IP rules Invite users with Azure Active Directory B2B collaboration Administer without a license Cancel subscription Use the Service admin role to manage your tenant Add Partner of Record For partners: get credit when customers subscribe For partners: Delegated Administrator Manage security, users, and teams Security concepts Security roles and privileges Create or edit a security role  Copy a security role Create an administrative user and prevent privilege elevation Assign security roles to a form View user profile User session and access management Field-level security Set permissions for a field Enable or disable field security Hierarchy security Create users and assign security roles Manage teams Team templates Team templates for access rights Add teams or users to field security profile Synchronize user information between Dynamics 365 and Active Directory Add or remove sales territory members Troubleshooting: Read-write access Manage instances What's new with instance management Sandbox Add instance Switch instance Copy instance Delete instance Backup and restore instances Support instances Move instance Common Data Service instances Edit properties of an instance Multiple online instances or tenants Add and edit multiregional instances Migrate Dynamics 365 (online) to Dynamics 365 (on-premises)  Encryption keys for instance Troubleshooting: Unblock required URLs Datacenter regions Australia Canada Germany India Japan Geo to geo migrations Set up an organization Regional and other business management settings Numbers, currencies, times, and dates Transactions with multiple currencies Enable languages Fiscal year Privacy preferences Sales territories Auto-numbering prefixes Define subjects for cases, products, and articles Create or edit business unit Delete business unit Assign business unit to different parent business Create or edit a site Add resources to a site Enhanced service level agreements Configure Relevance Search Manage product catalog configuration Enable rich text for appointment activities Performance tuning and optimization Verify network capacity and throughput for clients Key preparation and configuration tasks Data query performance  Manage your data Add or remove sample data Import data Template for data import Detect duplicate data Duplicate detection rules Turn duplicate detection rules on or off Bulk duplicate detection Bulk deletions View and take action on bulk deletion jobs Monitor and manage system jobs Audit data and user activity Data encryption Remove user personal data Manage storage Free storage space Fixing Add License Wizard and Add Storage Wizard errors Recover database space by deleting audit logs Enable change tracking to control data synchronization Replicate data to Azure SQL Database What's new with Data Export Service? Move configuration data Create a schema to export configuration data Configure date settings for demo data Modify a configuration data schema Import configuration data Work with templates Articles Email Work with mail merge templates Campaign Entitlements  Excel Word Create signature for email or queue Extend Dynamics 365 Customer Engagement Integrate (synchronize) your email system Deploy Dynamics 365 App for Outlook Deploy email for Unified Interface Server-side sync overview Supported email service configurations Set up server-side sync Connect Dynamics 365 (online) to Exchange Online Connect Dynamics 365 (online) to Exchange Server (on-premises) Connect to POP3 or SMTP servers Migrate settings from the Email Router to server-side synchronization Troubleshooting When would I want to use this check box? Error logging Best practices Forward mailboxes or edit mailboxes Configure Outlook or Exchange folder-level tracking Use Outlook category to track appointments and emails Track Outlook email by moving it to a tracked Exchange folder Set incoming and outgoing email synchronization Choose records to synchronize with Exchange Control field synchronization with Outlook How field security affects synchronization with Outlook What fields can be synchronized with Outlook? View the fields synchronized with Outlook Frequently asked questions about synchronizing records Set personal options that affect tracking and synchronization Monitor email processing errors Why does the email sent have "Pending Send" status?  Email message filtering and correlation Forward mailbox vs. individual mailboxes Recover from Exchange Server failure Extend with integration and solutions Manage your documents using SharePoint Software requirements Server-based SharePoint integration considerations Set up Set up Dynamics 365 (online) to use SharePoint Online Switching from the list component or changing the deployment Configure server-based authentication with Dynamics 365 (online) and SharePoint Online Configure server-based authentication with Dynamics 365 (online) and SharePoint on-premises Troubleshooting server-based authentication Configure SharePoint integration using the list component Enable SharePoint document management for specific entities Create or add a document location for the first time Edit existing SharePoint site records Create or edit document location records Permissions required for document management tasks Validate and fix SharePoint site URLs Connect to Microsoft Social Engagement Install the Social Selling Assistant Control social data Manage Bing Maps Enable embedded Flow (Microsoft Flow) Preview Feature: Live Assist powered by Café X Deploy packages using Dynamics CRM Package Deployer and Windows PowerShell Use Power BI with Dynamics 365 Preview feature: Set up Cortana integration Install, update, or remove a preferred solution Add Office 365 Online services  Connect Dynamics 365 (online) to Exchange Online Connect Dynamics 365 (online) to SharePoint Online Setup Microsoft Teams integration Skype for Business and Skype integration Set up Dynamics 365 (online) to use Skype or Skype for Business Deploy Office 365 Groups Set up OneNote integration Enable OneDrive for Business (online) Enable OneDrive for Business (on-premises) Enable Office Delve Connect to Yammer Preview feature: Microsoft Cognitive Services integration Preview feature: Automatically suggest knowledge articles Preview feature: Suggest similar cases for a case Enable document suggestions Dynamics 365 Government Dynamics 365 (online) Government - Feature availability System Settings Dialog Box Reference General tab Calendar tab Formats tab Auditing tab Email tab Marketing tab Customization tab Outlook tab Reporting tab Goals tab Sales tab Service tab Synchronization tab Mobile Client tab  Previews tab On-off switch for Learning Path (guided help)  Administrator Guide for Dynamics 365 Customer Engagement 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x NOTE This content is for Dynamics 365 (online), version 9.0, or later. For documentation for earlier versions, see Administering Dynamics 365.  Implementers and administrators for Dynamics 365 will find the resources and topics provided in this guide to help you manage and configure Dynamics 365 Customer Engagement applications and services.  Get started Getting started Onboard your organization and users Onboarding cheat sheet for admins Create users and assign security roles Manage your data Extend Dynamics 365 Customer Engagement  Extend Integrate your email system Manage your documents using SharePoint Add Office 365 Online services Install or remove a preferred solution  Additional resources YouTube playlist Community forum Contact support  See also Customization Guide Developer Guide Reporting and Analytics Guide  Manage subscriptions Manage subscriptions, licenses, and user accounts Purchase and assign licenses Grant users access Switch from Dynamics CRM Online Support and billing  Manage instances Manage instances Sandbox instances Add an instance Switch an instance  Product updates What's new in Dynamics 365 Release history Dynamics 365 Customer Engagement Readme  Release history for Administrator Guide 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x This is the release history page for the Administrator Guide for Dynamics 365 Customer Engagement documentation. Note that some of the updated and new topics relate to changes made since the last product release and are not exclusive to Dynamics 365 (online), version 9.0. Check out the following for more "What's new" and release history information: What's new in Dynamics 365 TIP To see the versions that apply to the updates below, see Support: Dynamics 365 (online) releases  Dynamics 365 (online), version 9.0 NEW AND UPDATED TOPICS  DESCRIPTION OF CHANGES  Public Preview: Introducing Live Assist for Dynamics 365 Powered by CaféX  Added new topic.  Configure Relevance Search to improve search results and performance  Updated topic.  Use Power BI  Updated topic.  Replicate data to Azure SQL Database  Added new topic.  Out-of-band topics The following are topics for features that were delivered out of band since the prior product release. NEW AND UPDATED TOPICS  DESCRIPTION OF CHANGES  Purchase and assign Dynamics 365 (online) licenses  Added information about PowerApps licensing.  What's new with instance management  New topic.  Common Data Service instances  New topic.  User Guide (Dynamics 365 for phones and tablets)  Updated topic.  What's supported  Updated topic.  Enable accessible email flow  Added new topic.  NEW AND UPDATED TOPICS  DESCRIPTION OF CHANGES  Contact Technical Support  Updated topic for new ticket process.  Preview feature: Set up Cortana integration  Updated topic.  Use the Organization Insights solution to view metrics about your instance  Updated topic for version 1.3.0.1  Invite users to Dynamics 365 with Azure Active Directory B2B collaboration  Added new topic.  About the Microsoft Cloud Germany datacenter  Added new topic.  Switch from Dynamics CRM Online to Dynamics 365 (online)  Updated topic.  Manage Support instances  Added new topic.  Security enhancements: User session and access management  Added new topic.  Getting started 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x As a Dynamics 365 administrator, you'll find the information that you need here to get your organization started with Dynamics 365.  Terminology used in the product and documentation 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x The following are terms used throughout the Dynamics 365 (online) product and documentation. TERM  DEFINITION  Tenant  For Dynamics 365 (online), a tenant is the account you create in the Microsoft Online Services environment when you sign up for a Dynamics 365 (online) subscription. A tenant contains uniquely identified domains, users, security groups, and subscriptions and can contain multiple Dynamics 365 (online) instances. The tenant created for you has a domain name of          .onmicrosoft.com. For example, contoso.onmicrosoft.com.  Instance  When you sign up for a trial or purchase a Dynamics 365 (online) subscription, a Dynamics 365 (online) production instance is created. Each additional production or nonproduction (Sandbox) Dynamics 365 (online) instance you add creates a separate and isolated Dynamics 365 organization on the same tenant. An instance has the URL format: https://.crm.dynamics.com. For example, https://contososales.crm.dynamics.com.  Multiregional instance  An instance in a different region than where your Dynamics 365 (online) tenant resides. Local instances can provide quicker data access for users in that region. More information: Add and edit multiregional instances  Subscription  A subscription consists of the Dynamics 365 licenses and addons included with the trial or paid service you signed up for in your Dynamics 365 (online) account. Dynamics 365 subscriptions can vary in license type, price, and end date. For example, a subscription might be 100 licenses of Dynamics 365 (online) Professional and 10 licenses of Dynamics 365 (online) Enterprise.  Identity  The user account used to sign in to Dynamics 365 (online). You can also use this identity to access other Microsoft Online services, such as Office 365 or SharePoint Online. Administrators can decide if they want to federate user identity management between Dynamics 365 (online) and onpremises Active Directory.  TERM  DEFINITION  User account  A user account assigned by an organization (work, school, non-profit) to one of their constituents (an employee, student, customer) that provides sign-in access to one or more of the organization's Microsoft cloud service subscriptions, such as Exchange Online or Dynamics 365 (online). Access to an online service is controlled by the license assigned to the user account. User accounts are stored in an organization's cloud directory within Azure Active Directory, and are typically deleted when the user leaves the organization. Organizational accounts differ from Microsoft accounts in that they are created and managed by admins in the organization, not by the user.  Security group  See also Manage Microsoft Dynamics 365 (online) instances  If your company has multiple Dynamics 365 (online) instances, you can use instance security groups to control which licensed users can access a particular instance. More information: Control user access to instances: security groups and licenses  Try Dynamics 365 (online) 8/24/2018 • 4 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x We're excited about the release of Dynamics 365 (online), version 9.0 and hope you're eager to try it out. New and existing customers have different options to take a look at Dynamics 365 (online).  Partners and Customizers If you are a partner signing up on behalf of a customer, or are using this trial for development purposes, go to https://trials.dynamics.com/Dynamics365/Signup/#. You'll have the choice to add your trial to an existing tenant. You will also need to decide which apps to install when you start your trial. For more information on which scenario is right for you, see Installation options below.  New Dynamics 365 (online) customers If you're a new customer, we've made onboarding quick and easy. See the following for information on these applications available with Dynamics 365 (online). Dynamics 365 for Sales Dynamics 365 for Customer Service Dynamics 365 for Field Service Dynamics 365 for Project Service Automation On any of the above pages, scroll down and click Get Started to start a 30-day trial. For more information on which scenario is right for you, see the Installation options section below.  Current Dynamics 365 (online) customers If you already have a Dynamics 365 subscription, there are a couple ways to see the latest version in action. Start a trial You can start a 30-day trial of Dynamics 365 (online) and try out one or all of the customer engagement applications. This trial uses the Dynamics 365 Customer Engagement Plan license. NOTE You're allowed one trial per tenant. If you've already done a trial of Dynamics CRM Online or Dynamics 365 (online), you cannot do another trial. However, you can reset a Sandbox instance to the latest version or to one of the previous versions. See Use a Sandbox instance below.  To start a trial 1. Go to https://trials.dynamics.com/Dynamics365/Signup/  2. Choose an app. You can add more apps later. 3. If you are customer, fill in the information and choose Get Started (#1). -OR If you are a partner signing up on behalf of a customer, or are using this trial for development purposes, choose Sign up here (#2). For more information about the scenario choices, see the Installation options section below. TIP Check out the following videos: Get the most out of your free 30-day Dynamics 365 trial. How to buy Dynamics 365.  Use a Sandbox instance If you already have a Dynamics 365 subscription, you can use a Sandbox instance to try the latest version of Dynamics 365 (online). Follow these steps to set up a Sandbox instance of Dynamics 365 (online): 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. 2. Click Admin centers > Dynamics 365. 3. Choose the Instances tab. 4. Select the Sandbox instance that you want to provision with the latest version of Dynamics 365 (online), and then click Reset.  5. Select the Target version, and then select Dynamics 365 (online). Select a scenario. For more information about the scenario choices, see the Installation options section below.  TIP Choose the "None" option to have a blank slate for building your own custom application.  6. Click Reset.  Installation options You can choose to start a trial for all Customer Engagement offerings, a mix of offerings, or none. Each choice installs a different set of apps, which are displayed in the app switcher.  The following table shows what's installed for each choice, what you see in the app switcher, and where you can use it.  INSTALLATION OPTIONS  Sales See: Sales Overview  APP MODULES INSTALLED/SHOWN IN APP SWITCHER  Sales  DESCRIPTION  AVAILABLE FOR  Full-featured desktopoptimized app for sales scenarios  Web  INSTALLATION OPTIONS  Customer Service See: Customer Service Overview  Field Service See: Field Service Overview  Project Service Automation See: Project Service Overview  All  APP MODULES INSTALLED/SHOWN IN APP SWITCHER  DESCRIPTION  AVAILABLE FOR  Sales Hub  Mobile-optimized app for sales scenarios (Unified Interface)  Web and Mobile  Dynamics 365 (online) custom  Full suite of Dynamics 365 (online) Customer Engagement capabilities, including administration  Web  Customer Service  Full-featured desktopoptimized app for service scenarios (does not include knowledge management capabilities)  Web  Customer Service Hub  Desktop (recommended for knowledge management only) and mobile-optimized app (recommended for case management) (Unified Interface)  Web and Mobile  Dynamics 365 (online) custom  Full suite of Dynamics 365 (online) Customer Engagement capabilities, including administration  Web  Field Service  Full-featured desktopoptimized app for field service scenarios  Web  Field Resource Hub  Mobile-optimized app for field service scenarios (Unified Interface)  Web and Mobile  Dynamics 365 (online) custom  Full suite of Dynamics 365 (online) Customer Engagement capabilities, including administration  Web  Project Service Automation  Full-featured desktopoptimized app for project service scenarios  Web  Project Resource Hub  Mobile-optimized app for project service scenarios (Unified Interface)  Web and Mobile  Dynamics 365 (online) custom  Full suite of Dynamics 365 (online) Customer Engagement capabilities, including administration  Web  All apps shown above  INSTALLATION OPTIONS  None  APP MODULES INSTALLED/SHOWN IN APP SWITCHER  DESCRIPTION  AVAILABLE FOR  Dynamics 365 (online) custom  Full suite of Dynamics 365 (online) Customer Engagement capabilities, including administration  Web  CRM Hub  Mobile-optimized app that provides core CRM functionality, including accounts, contacts, and activities (Unified Interface)  Mobile  Dynamics 365 (online) custom  Full suite of Dynamics 365 (online) Customer Engagement capabilities, including administration  Web  See also Onboard your organization and users to Dynamics 365 (online) Business apps in Dynamics 365 Manage Microsoft Dynamics 365 (online) instances Manage subscriptions, licenses, and user accounts  About Unified Interface 10/24/2018 • 4 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x With the release of Dynamics 365 (online), version 9.0, we've introduced a new user experience - Unified Interface - which uses responsive web design principles to provide an optimal viewing and interaction experience for any screen size, device, or orientation. The new Unified Interface brings all the rich experiences to any client that you are using. Whether you are on a browser, tablet, or phone, you will be able to consume similar experiences. Some examples: Similar form experiences to update and view your records. Interactive dashboards across all devices to view your information and drill into it. Reference Panel is now available to be used with all entities supported in Unified Interface. We now support right-to-left (RTL ) languages. All experiences on Unified Interface have accessibility improvements.  Capabilities available in Unified Interface with Dynamics 365, version 9.0 Most of the core functionalities of sales and customer service have moved to the Unified Interface client. Dashboards and charts You can access all the system and user dashboards from within your Unified Interface apps. The interactive dashboards are now available for all record types with richer interactive dashboard capabilities.  Enhanced user experience If users work on core record types like Activities, Accounts, Contacts, Leads, Opportunities and Cases, you'll be able to move them to the Unified Interface client. They will have familiar capabilities on Unified Interface and will also discover productivity enhancements with the introduction of some enhanced capabilities. Timeline control - The timeline view helps you collaborate with your team by tracking customer communication in a record on a single page in an easy to read view. You can see everything from posts and voice attachments, to emails and notes. It provides a quick way to see the entire communication thread.  Business process enhancement - The business process flow has been improved by the docking mechanism. You can dock the business process stage on your screen to help you stay focused on the task at hand in your business process flow. This is especially useful when the stage of the process has complex steps to complete. Reference panel - Use the reference panel for apps built on Unified Interface like Dynamics 365 for Customer Service. The reference panel is a great way to get work done without clicking away from the screen you are on. You can look up other things like knowledge base articles within the context of the record you are viewing. Navigation - The new menu options let you swiftly navigate the different apps in the system. It provides quick access to recently viewed records and pinned favorites. Reflow - The app also scales by reflowing the components on the screen. The responsive design adapts to your environment based on screen size, so the more available space that you have the more information can be displayed.  Focused Experience Unified interface experiences are based on model-driven apps. You can scope the user experience based on the jobs they need to accomplish. Users can have single or multiple apps based on their requirements and can easily switch between apps as needed. Rich controls Unified interface is a metadata driven experience. All controls experiences are built on the control framework that is extensible and provides a uniform experience across clients. The app display reflows to the viewport size the user is working in.  Getting started with Unified Interface experience When you are provisioning a new Dynamics 365 org, depending on whether you are provisioning for Sales, Customer service, Field service, Project service automation, all the options, or an org with no customization, you will see the following Unified Interface apps: CHOICE WHILE PROVISIONING  UNIFIED INTERFACE APPS  Sales  Sales Hub  Customer service  Customer Service Hub  Field service  Field Resource Hub  Project service automation  Project Resource Hub  CHOICE WHILE PROVISIONING  UNIFIED INTERFACE APPS  None  Dynamics 365 Hub  All  All the above except Dynamics 365 Hub  NOTE Dynamics 365 for Marketing always uses the Unified Interface and is provisioned separately.  Accessing Unified Interface apps on browsers Once provisioned, you can access the installed Unified Interface and web apps from multiple interfaces. On browsers you can see all the apps both Unified Interface and web: 1. In https://home.dynamics.com/  2. In app navigation  3. In My Apps page under Settings  Accessing Unified Interface apps on phone and tablets Unified interface apps are the only apps supported on phones and tablets for Dynamics 365, version 9.0. When a user logs into the above org, they will only see the Unified Interface apps on their apps landing page.  On phone  Creating a new Unified Interface app  On tablet  In case you have requirements to create your own experience on Unified Interface, you can create a model-driven app using the app designer. See Overview of building model-driven apps.  Capabilities not yet on Unified Interface We released some capabilities of the legacy web client in the Unified Interface that are available in the hybrid experience. You can enable the hybrid experience to get them in the browser client. There are certain capabilities that continue to be unavailable in the Unified Interface and we are working to provide these in future releases: Audit Trail Creating personal charts Custom styling of advanced chart properties (excluding colors and basic formatting) Reports entity (experiences to create and manage SSRS reports; excludes Run Report) Third-party search provider (Coveo search) Composite address control Letter, Fax, Recurring Appointments Campaign management – campaigns, campaign activities, marketing list, and quick campaign Global notifications Admin experiences Editable grids on phones Learning Path  Read-only entities on Unified Interface  There are certain entities that are currently read-only on Unified Interface. Users will not be able to make changes to these entity records within an Unified Interface app. We are working to make them editable in future releases. NOTE Some entities are being deprecated. Check out Important changes (deprecations) coming.  The following are entities that are currently read-only in Unified Interface: Connection Role EmailSignature Entitlement KnowledgeArticleViews KnowledgeBaseRecord Queue SharePointDocument SharePointSite SLA SLAKPIInstance SystemUser Team Template See also Overview of building model-driven apps  Enable the hybrid experience 9/5/2018 • 2 minutes to read • Edit Online  Most of the core functionalities of sales and customer service have moved to the Unified Interface experience. Some of the features that are not yet on Unified Interface can now be accessed in the Unified Interface client. The following features are not yet present in the Unified Interface but can be enabled for display as legacy dialogs in the Unified Interface through the hybrid experience. Advanced Find Bulk edit Merge records Record sharing All options under Set Personal Options ( ) These features are enabled through a setting in System Settings. 1. Go to Settings > Administration > System Settings. 2. Select the General tab. 3. Set Enable embedding of certain legacy dialogs in Unified Interface browser client to Yes.  When you enable the hybrid experience, commands appear on the command bar. For example, when you select an account, Edit, Merge, and Share commands are available.  You can select Share to share this account with another user or team.  If you disable the hybrid experience, these commands are not available in the command bar.  See also Unified Interface  Onboard your organization and users 8/24/2018 • 21 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x New to Dynamics 365 (online)? We've put together step-by-step guidance whether you're still evaluating Dynamics 365 (online), ready to make a purchase, or ready to onboard your organization and users. NOTE This topic is targeted at administrators for Dynamics 365 (online). Many of the features covered in this topic are also available for Dynamics 365 (on-premises). If a feature is available only for Dynamics 365 (online), it's indicated in the topic. For more information about which features are online only, see Online-only features in Dynamics 365 Customer Engagement  Step One: Try out Dynamics 365 (online) in a free 30-day trial If you haven't already purchased Dynamics 365 (online), we recommend you start with a free 30-day trial. You can try out any of the Dynamics 365 apps, including Sales, Customer Service, Field Service, Project Service Automation, Operations, or Financials. To get the most out of your free trial, watch this video: How to get the most out of your 30-day trial.  Step Two: Buy and manage a subscription With Dynamics 365 (online), you can evolve your business on your terms. Start with just what you need to run your business. For example, you might want to start with the Dynamics 365 for Sales app or the Dynamics 365 for Customer Service app, and then add more apps as your needs change. More information: Dynamics 365 There are four ways to buy a subscription of Dynamics 365 (online): Convert from a trial Buy direct Buy through volume licensing Buy through a cloud solution provider Convert from a trial The simplest way to buy Dynamics 365 (online) is to click the Buy Now button from one of the sidebars in the free 30-day trial:  NOTE If your trial has expired, you'll receive an email that includes a Buy Today button.  When you convert from a trial, you keep any customizations you made during the trial period. More information: Introduction to solutions Buy direct To buy direct, go to the Dynamics 365 pricing page. This page includes several different plans to fit your organization's needs. Buy through volume licensing If your organization has 250 or more Dynamics 365 users, you may be interested in purchasing a Dynamics 365 enterprise licensing agreement. Buy through a cloud solution provider A cloud solution provider can work closely with you to understand the needs of your business or organization. Learn how to find a Dynamics 365 partner. Choose your support Microsoft provides flexible, industry-leading support, services, and resources that enable users to quickly address technical issues and maximize return on your Dynamics 365 investment. Choose a plan that best meets your business requirements. More information: Dynamics 365 support Set up points of contacts for communications Microsoft regularly maintains and updates Dynamics 365 (online) to ensure security, performance, and availability, and to provide new features and functionality. From time to time, Microsoft also responds to service incidents. For each of these activities, the Dynamics 365 admin for your organization receives email notifications. You have control over who should receive these email communications. More information: Policies and communications for Dynamics 365 (online) Manage email notifications Manage subscriptions, licenses, and user accounts As a Microsoft Online Services administrator, you manage the Dynamics 365 (online) subscription, including  billing and payments, user licenses, accounts and registration. You do these tasks in the Office 365 admin center. More information: Manage subscriptions, licenses, and user accounts Add a Partner of Record to share account details with your partner Many customers choose to work with a designated Microsoft partner to set up, customize, deploy, and administer their Dynamics 365 instance(s). If you have a partner assisting you, this process can be facilitated by selecting a designated Partner of Record (POR ) inside the Office 365 Portal. This enables the sharing of select details, such as contact and user information with your POR. Sharing this information will allow your partner to more quickly access information about your account, create support requests on your behalf, and work with Microsoft to assist with your accounts. More information: Manage subscriptions, licenses, and user accounts  Step Three: Plan your deployment and learn about FastTrack Microsoft FastTrack for Dynamics 365 is our customer success service designed to help you move to Dynamics 365 smoothly and confidently, so you can realize business value faster. When you participate in the FastTrack program, you will receive guidance on best practices and how to plan for successful rollouts. You will also learn ways to enable new users and expand capabilities – all at your own pace. Additionally, you will have access to Microsoft engineering resources committed to make your experience with Dynamics 365 a success. More information: Use the FastTrack customer success service to plan a successful Dynamics 365 rollout. Plan your deployment Many decisions you make at the beginning and throughout the deployment process can have downstream effects and impact other phases of the plan. Developing a plan to deploy Dynamics 365 is important in determining the actions to take from inception to go live. The amount of resources involved in planning depends on the size and scope of the project. Large organizations may need a deployment team, while a small organization may assign these functions to a key person. Often times an organization will employ an independent software vendor (ISV ), value-added reseller, or partner to help implement and maintain a Dynamics 365 deployment. Partners bring experience, best practices, and industry expertise that will be valuable in the planning and deployment process. Find a partner if you don't have one. More information: Get started administering Dynamics 365 (online) Plan for Dynamics 365 deployment and administration  Step Four: Onboard your organization After you purchase a subscription to Dynamics 365 (online), it's time to onboard your organization. Sign in to Dynamics 365 (online ) and manage your subscription Sign in to Dynamics 365 and Office 365 apps Use the Office 365 admin center to manage your Dynamics 365 (online) subscription Optional: Manage user account synchronization Add users and assign security roles Dynamics 365 uses role-based security. The security role assigned to a user determines the tasks the user is permitted to perform and the data the user is permitted to view. Every user must be assigned at least one security role to access Dynamics 365. More information: Grant users access to Dynamics 365 (online) as a Microsoft Online service  Create users and assign security roles Optional: Transfer customizations from your free 30-day trial If you made customizations to your free trial, you can transfer those customizations to your production instance. More information: Export your customizations as a solution Use solutions for your customizations For more advanced scenarios, consider the following development tools: Solution tools for team development. Manage storage You can manage your organization's data storage capacity in connection with your subscription to Dynamics 365 (online). The type of subscription you purchase determines the amount of storage initially allocated to your organization. If you run out of storage, you can add more. More information: Manage storage for Dynamics 365 (online) Create a sandbox (non-production instance ) You can create a sandbox instance (non-production environment) for development, testing, training, and other non-production uses. Then when you're ready to turn the sandbox instance into your production instance, you can switch it. You get one free sandbox instance with your purchase of Dynamics 365 (online). You can also purchase additional sandbox instances. More information: Manage Dynamics 365 (online) sandbox instances Switch an instance Set organization-wide system settings When you first set up Dynamics 365, you'll want to set system-wide settings. More information: Find your way around Dynamics 365 Set up a Dynamics 365 organization Import and export data Dynamics 365 provides an import tool for importing simple data stored in files. If the import tool doesn't satisfy your data import requirements, you may want to contact a partner. Find a partner if you don't have one. More information: Import contacts Import accounts, leads, or other data Download a template for data import Best practices for migrating your data Dynamics 365 (online) also provides advanced tools for exporting to Azure SQL Database. More information: Replicate data to Azure SQL Database using Data Export Service  Set up Dynamics 365 for phones and Dynamics 365 for tablets The Dynamics 365 mobile apps make it easy to stay connected with your prospects and customers no matter where you are, or what mobile device you're using. Having access to Dynamics 365 data in the field also improves user adoption and productivity. More information: Video: Overview of the mobile app Dynamics 365 for phones and tablets User's Guide Customize Dynamics 365 for phones and tablets to work for your business  Onboarding cheat sheet for admins 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Here are the seven steps to getting your organization on board with Dynamics 365, and links to guides to help you complete each step. And if you haven't already seen it, check out the video for an overview of these seven steps to onboarding success.  Step one: Add your people Manage subscriptions, licenses, and user accounts  Step two: Set up email Integrate (synchronize) your email system  Step three: Get mobile apps Dynamics 365 for phones and tablets User's Guide  Step four: Customize your system Customization Guide  Step five: Add SharePoint Set up SharePoint integration with Dynamics 365  Step six: Skype! Skype for Business and Skype integration  Step seven: Import your data Import contacts Import accounts, leads, or other data  See also Get detailed information about onboarding your organization and users  What are Preview features and how do I enable them? 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Preview features are features that aren't complete, but are made available on a "preview" basis so customers can get early access and provide feedback. Preview features: Are subject to separate Supplemental Terms of Use. Are not supported by Microsoft Support. May have limited or restricted functionality. Aren't meant for production use. May be available only in selected geographic areas.  What preview features are included in Dynamics 365 (online), version 9.0.2 The following table lists preview features as well as learning resources for each.  Preview feature  Learning resource  Relationship analytics  Preview feature: Relationship analytics  What preview features are included in Dynamics 365 (online), version 9.0? The following table lists preview features as well as learning resources for each.  Preview feature  Learning resource  Microsoft Cognitive Services integration  Preview feature: Microsoft Cognitive Services integration  What preview features are included in the December 2016 Update for Dynamics 365 (online)? The following table lists preview features as well as learning resources for each.  Preview feature  Learning resource  Relationship Insights  Preview feature: Relationship Insights  Document recommendations, product recommendations, knowledge article suggestions, case suggestions, and topic analysis  Preview feature: Microsoft Cognitive Services integration  What preview features were included in CRM Online 2016 Update 1? The following table lists the features that are still in preview, as well as learning resources for each.  Preview feature  Learning resource  Data Loader for bulk importing  Preview feature: Import bulk data  Get a quick overview of key Dynamics 365 (online) performance metrics  Preview feature: View metrics about your instance with Organization Insights dashboard  Track your Dynamics 365 deals and activities using Cortana  We are working to deliver a robust and scalable digital assistant experience across all of our Dynamics 365 offerings. This includes natural language integration for customers and partners across multiple channels including Cortana. To that end, we are discontinuing the current Cortana integration preview feature that was made available for Dynamics 365 and we are focusing on building a new long term intelligent solution experience, which will include Cortana digital assistant integration.  NOTE The Data Loader preview feature does not have to be enabled through the Previews tab.  How do I enable a preview feature? To enable a preview feature, you must be a Dynamics 365 administrator. 1. Go to Settings > Administration. 2. Choose System Settings, and then click the Previews tab. 3. Read the license terms, and if you agree, select the I've read and agree to the license terms check box. 4. For each preview feature you want to enable, click Yes.  How do I report an issue or provide other feedback? If you'd like to provide feedback, offer suggestions, or report issues for a preview feature, please go to Microsoft Dynamics Ideas. This website provides a collaboration platform for gathering actionable feedback to build and improve products and services.  Quickly navigate with the Office 365 app launcher and the Dynamics 365 home page 10/29/2018 • 4 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Dynamics 365 (online) introduces a new app model for Dynamics 365 apps and makes accessing these and Office 365 apps fast and easy. If you're a Dynamics 365 (online) user with an Office 365 subscription, you're just two clicks away from accessing the family of online apps that are available to you, like Word and Excel Online. Watch a short video (3:35) about the Dynamics 365 business apps.  For admins and end users: Quickly move between apps with the new Office 365 app launcher The Office 365 app launcher is built in to all Dynamics and Office 365 apps. Use the app launcher to quickly navigate to your Dynamics application of choice. If you have an Office 365 subscription, click the app launcher to go to the Office 365 apps and services available to you.  Check your email. Create a Word doc. Get files from your OneDrive. All while staying just two clicks away from getting back to Dynamics 365 (online). NOTE TIP: If you've just started a trial or upgraded to Dynamics 365, you might need to refresh or open a new browser session to see your apps. There might be a delay for your instance to fully provision. For Microsoft Dynamics 365 Government subscriptions, the Office 365 app launcher will take users to either Dynamics 365 (online) or the Dynamics 365 admin center. Admins will go to the Dynamics 365 admin center.  For admins: Get to the admin center through the Office 365 app launcher If you're a Dynamics 365 system administrator or an Office 365 global administrator, click the app launcher to see the Admin tile.  Click the Admin tile to go to the Office 365 Admin Center, where you can add users and change passwords.  For admins and end users: Introducing the Dynamics 365 home page If you've transitioned to December 2016 Update for Dynamics 365 (online), we have a new page for you to manage and open Dynamics 365 apps. Click Dynamics 365from the app launcher, to go to the Dynamics 365 home page (home.dynamics.com).  The new Dynamics 365 home page.  NOTE The Dynamics 365 home page is not part of the Microsoft Dynamics 365 Government subscription. Clicking Dynamics 365 takes Microsoft Dynamics 365 Government users to your instance of Dynamics 365 (online) or to the Dynamics 365 admin center.  See the next section to see what you can do with the home page. View your apps Any Dynamics 365 app for which you have a license appears as an app module tile on this page. If you have multiple instances of an app, select the tile for the instance you want to open. In this example, there are two instances of Dynamics 365 (online) displayed. TIP If you've just started a trial or upgraded to Dynamics 365, you might need to refresh or open a new browser session to see your apps. There might be a delay for your instance to fully provision.  NOTE What is "Dynamics 365 - custom"? "Dynamics 365 - custom" is the app name for all online organizations with a version 8.1 and lower as well as the default app on 8.2. The name for the 8.2 default app can be changed by the administrator. What are the tiles on the home page? Dynamics 365 is introducing a new app model and what you're seeing are Dynamics 365 (online) apps for which you're licensed once you've upgraded to December 2016 Update for Dynamics 365 (online). Admins: You have options for displaying and naming Dynamics 365 - custom. Once you update to December 2016 Update for Dynamics 365 (online), you have options. Go to Settings > Administration > System Setting > General tab. Scroll down to Set options for the default app: Dynamics 365 custom. Where do I get more information about upgrading to Dynamics 365? Important information for CRM Online customers Switch from Dynamics CRM Online to Dynamics 365 (online)  Pin your frequently-used apps For companies with lots of Dynamics 365 apps, you can do a variety of things to make the home page more manageable. For example, pin your frequently-used apps to the top of your page.  1. Select the app on the home page. 2. Click the ellipses (...), and then click Pin this app.  The app will appear at the top of the home page and in the task pane.  Pinned in the home page.  Pinned in the task pane. Search your apps If you have a lot of apps, you can search for specific ones.  For admins and end users: Select a Dynamics 365 app from the new app switcher For customers who have upgraded to December 2016 Update for Dynamics 365 (online) or later, you can use the app switcher in Dynamics 365 (online) to quickly select other Dynamics 365 apps for which you're licensed.  You can pin apps using the ellipses on this menu, which will pin to the menu and to the home page. See also Blog: Meet the all new Dynamics 365 Home page Sign in to Dynamics and Office 365 apps My Apps on Home.Dynamics.com Important information for CRM Online customers Switch from Dynamics CRM Online to Dynamics 365 (online) Meet the Office 365 app launcher  Sign in to Customer Engagement and Office 365 apps 8/24/2018 • 3 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x There are multiple ways to sign in and access your Dynamics and Office 365 apps. You can sign in by using the Office 365 Admin Center, or sign in directly. For December 2016 Update for Dynamics 365 (online), we're introducing the Office 365 home page which you can also sign in to directly. TIP Admins: Be sure to share this information with your end users. You can troubleshoot issues with signing in to Dynamics 365 using the Support and Recovery Assistant for Office 365. For more information, see the blog New diagnostic scenario for web sign-in.  Signing in to https://portal.office.com For admins and end users, when you sign in to https://portal.office.com, you will go to the Office 365 Welcome page. The tiles that appear on the Welcome page depend on what licenses you have. For example, if you have licenses for Office 365 and Dynamics 365 (online), you'll see tiles for Microsoft Office apps like Word, OneDrive, and SharePoint, as well as a tile for Dynamics 365.  Click the Dynamics 365 tile to go to the Dynamics 365 Home page. See For admins and end users: Introducing the Dynamics 365 home page. If you're a Dynamics 365 system administrator, you'll see anAdmin tile. Click this tile to get to the Office 365 Admin Center, where you can see your service health, manage users, manage licenses, and more for all the online services associated with your account.  From there, you can get to the Dynamics 365 admin center. Click Admin centers > Dynamics 365.  For other ways to access Dynamics and Office 365 apps, see Quickly navigate with the Office 365 app launcher and the Dynamics 365 home page.  Direct sign in to the Dynamics 365 Administration Center Some Dynamics 365 admin or Office 365 admin roles might be unable to access the Dynamics 365 admin center after signing in to https://portal.office.com. Use the following steps to directly navigate to the Dynamics 365 admin center and manage your Dynamics 365 (online) instance. 1. Go to https://port..dynamics.com/G/instances/InstancePicker.aspx Replace                                  with the region identifier or use one of the links below. REGION IDENTIFIER  URL  crm for North America (NAM)  https://port.crm.dynamics.com/G/instances/InstancePicker. aspx  crm2 for South America (LATAM/SAM)  https://port.crm2.dynamics.com/G/instances/InstancePicke r.aspx  crm3 for Canada (CAN)  https://port.crm3.dynamics.com/G/instances/InstancePicke r.aspx  crm4 for Europe, Middle East, Africa (EMEA)  https://port.crm4.dynamics.com/G/instances/InstancePicke r.aspx  crm5 for Asia Pacific (APAC)  https://port.crm5.dynamics.com/G/instances/InstancePicke r.aspx  crm6 for Oceania (OCE)  https://port.crm6.dynamics.com/G/instances/InstancePicke r.aspx  crm7 for Japan (JPN)  https://port.crm7.dynamics.com/G/instances/InstancePicke r.aspx  crm8 for India (IND)  https://port.crm8.dynamics.com/G/instances/InstancePicke r.aspx  crm11 for United Kingdom (UK)  https://port.crm11.dynamics.com/G/instances/InstancePic ker.aspx  For Germany (DEU ), use the following: https://port.crm.microsoftdynamics.de/g/instances.instancepicker.aspx. 2. Sign in with your Dynamics 365 (online) admin credentials.  Direct sign in to the Dynamics 365 home page We have a new Dynamics 365 home page for you to use to manage and open Dynamics 365 apps. You can sign in to this page directly using your Office 365 (or Active Directory) credentials with this URL: https://home.dynamics.com For information on the Dynamics 365 home page, see: For admins and end users: Introducing the Dynamics 365 home page.  Direct sign in to Dynamics 365 (online) To directly sign in to the Dynamics 365 (online) service, use: https://.crm.dynamics.com NOTE For other regions, replace .crm with: .crm2 for South America (LATAM/SAM) .crm3 for Canada (CAN) .crm4 for Europe, Middle East, Africa (EMEA) .crm5 for Asia Pacific (APAC) .crm6 for Oceania (OCE) .crm7 for Japan (JPN) .crm8 for India (IND) .crm9 for United States of America Government .crm11 for United Kingdom (UK)  For Germany (DEU ), use the following: https://.crm.microsoftdynamics.de. Your user name depends on whether your organization uses the standard Office 365 domain (for example, username@contoso.onmicrosoft.com) or you have a custom domain (for example, username@contoso.com). Dynamics 365 administrators can provide the URL and sign-in information.  Direct sign in to Social Engagement To directly sign in to the Microsoft Social Engagement service, use: https://listening.microsoft.com/app/ This URL, which includes the appID, is sent to the Dynamics 365 administrator in an email invitation. Your user name depends on whether your organization uses the standard Office 365 domain (for example, username@contoso.onmicrosoft.com) or you have a custom domain (for example, username@contoso.com). Dynamics 365 administrators can provide the URL and sign-in information. See also Quickly navigate with the Office 365 app launcher and the Dynamics 365 home page Important information for CRM Online customers  Switch from Dynamics CRM Online to Dynamics 365 (online) Troubleshoot sign-in problems  Troubleshoot sign-in problems 8/24/2018 • 5 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Having trouble signing in to Dynamics 365 (online) or another Dynamics 365 (online) service, such as Microsoft Social Engagement? Here's what you need to know about passwords, signing in, and common error messages. IMPORTANT If you're an administrator, make sure to check the Service Health Dashboard for maintenance issues.  Password issues If you're an administrator If you forget your administrator password, you can reset it by going to the sign-in page, and choosing Can't access your account? at the bottom of the page.  TIP To enable your users to be able to reset their passwords themselves, you'll need to purchase an Azure Active Directory subscription and configure it for password self-service. More information: Self-service password reset in Azure AD: how to enable, configure, and test self-service password reset  To reset user passwords, you use the Office 365 Admin Center. More information: Reset a user's password If you're not an administrator If you're not an administrator, and you forgot your password, you'll need to contact your administrator and ask for a password reset. Once your administrator resets your password, you'll receive an email with instructions on how to sign in and enter a new password. More information: Find your Dynamics 365 administrator or support person  Signing in For admins and end users: Sign in at https://portal.office.com For admins and end users, when you sign in to https://portal.office.com, you will go to the Office 365 Welcome page. The tiles that appear on the Welcome page depend on what licenses you have. For example, if you have licenses for Office 365 and Dynamics 365 (online), you'll see tiles for Microsoft Office apps like Word, OneDrive, and SharePoint, as well as a tile for Dynamics 365.  Click the Dynamics 365 tile to go to the Dynamics 365 Home page. See For admins and end users: Select a Dynamics 365 app from the new app switcher. If you're a Dynamics 365 system administrator, you'll see anAdmin tile. Click this tile to get to the Office 365 Admin Center, where you can see your service health, manage users, manage licenses, and more for all the online services associated with your account.  From there, you can get to the Dynamics 365 admin center. Click Admin centers > Dynamics 365.  For other ways to access Dynamics and Office 365 apps, see Quickly navigate with the Office 365 app launcher and the Dynamics 365 home page. For admins and end users: Sign in to the Dynamics 365 home page We have a new Dynamics 365 home page for you to use to manage and open Dynamics 365 apps. You can sign in to this page directly using your Office 365 (or Active Directory) credentials with this URL: https://home.dynamics.com For information on the Dynamics 365 home page, see: For admins and end users: Introducing the Dynamics 365 home page. If you're an end user You can sign in directly to Dynamics 365 (online) or Microsoft Social Engagement. You can also sign in at https:/portal.office.com. Sign in directly to Dynamics 365 (online)  Your Dynamics 365 administrator provides the direct Dynamics 365 (online) URL in an email invitation. This URL  will be in the following format: https://.crm.dynamics.com. For example, enter https://contoso.crm.dynamics.com. If you can't find the email that contains the URL, contact your Dynamics 365 administrator. More information: Find your Dynamics 365 administrator or support person NOTE If you're in a region other than North America, substitute "crm" in the URL with: .crm2 for South America (LATAM/SAM) .crm3 for Canada (CAN) .crm4 for Europe, Middle East, Africa (EMEA) .crm5 for Asia Pacific (APAC) .crm6 for Oceania (OCE) .crm7 for Japan (JPN) .crm8 for India (IND) .crm9 for United States of America Government  After entering your URL, you'll be prompted for your user name. Your user name will be in one of the following formats: username@contoso.onmicrosoft.com (standard Office 365 domain) username@contoso.com (custom domain) What if I'm still using a Microsoft account to sign in to Dynamics 365 (online)? Use the email address provided by your Dynamics 365 administrator (sent in an email invitation). Verify that you're using the same Microsoft account email address that the email invitation was sent to. Note that you can't sign in to Microsoft Social Engagement with a Microsoft account. Troubleshoot problems with your Microsoft account user name or password. Sign in directly to Microsoft Social Engagement  Your administrator provides the direct URL for Microsoft Social Engagement in an email invitation. This URL will be in the following format: https://listening.microsoft.com/app//. If you can't find the URL, contact your administrator. After entering your URL, you'll be prompted for your user name. Your user name will be in one of the following formats: username@contoso.onmicrosoft.com (standard Office 365 domain) username@contoso.com (custom domain)  Common error messages I receive this license error: "The selected user or the user trying to log on has not been assigned a security role, and does not have sufficient privileges for this action" This error must be fixed by someone that has permissions to add security roles to users in Dynamics 365, such as your system administrator. To learn how to add security roles, see Security roles and privileges. When I try to sign in, Internet Explorer continues to redirect to another web page and gets into a loop until I choose the Internet Explorer window. To avoid this error, add the URLs used for Dynamics 365 to trusted sites in Internet Explorer: 1. In Internet Explorer, on the Tools menu, select Internet Options. 2. On the Security tab, in the Select a zone to view or change security settings section, click or tap  Trusted sites. 3. Click or tap Sites. 4. In the Trusted sites dialog box, type the following URLs in the Add this website to the zone text box: http://*.dynamics.com http://*.live.com After you add each URL, click or tap the Add button. 5. If you receive a dialog box that states Sites added to this zone must use the https:// prefix, clear the Require server verification (https:) for all sites in this zone check box. 6. Click or tap Close, and then click or tap OK. Why do I have to sign in again? Can I change the amount of time I'm signed in? Dynamics 365 keeps you signed in for 8 hours. When you've been signed in for 7 hours and 40 minutes, a message will appear warning that your session is about to expire, and you then have 20 minutes to respond. Click or tap OK, sign in again, and then click the back button on your browser to return to the area of Dynamics 365 in which you were working. You can't change the amount of time you're signed in. See also Sign in to Dynamics and Office 365 apps Contact technical support  What is Office 365 and how does it relate to Dynamics 365 (online)? 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Office 365 is a collection of online services designed to work together to provide enterprise-grade, anywhere access to email, file sharing, and online meetings. Office 365 includes features that allow administrators to add users, manage passwords and licenses, and much more. Dynamics 365 (online) takes advantage of the Office 365 administration features to simplify user management. Dynamics 365 (online) users are created and managed in the Office 365 admin center. A Dynamics 365 (online) subscription doesn't include Office 365 applications such as Exchange Online or SharePoint Online. You can significantly enhance your company's online, collaborative experience by integrating Office 365 applications with your Dynamics 365 (online) subscription. However, that requires a separate purchase. More information: Add Office 365 Online services. TIP You should also take a look at the data compilation and visualization possibilities with Power BI for Office 365. In addition, see the blog post Dynamics CRM Online in Power Query for a presentation on Power BI and Dynamics 365 (online) integration.  Terminology TERM  DEFINITION  Tenant  For Dynamics 365 (online), a tenant is the account you create in the Microsoft Online Services environment when you sign up for a Dynamics 365 (online) subscription. A tenant contains uniquely identified domains, users, security groups, and subscriptions and can contain multiple Dynamics 365 (online) instances. The tenant created for you has a domain name of                        .onmicrosoft.com. For example, contoso.onmicrosoft.com.  Instance  When you sign up for a trial or purchase a Dynamics 365 (online) subscription, a Dynamics 365 (online) production instance is created. Each additional production or nonproduction (Sandbox) Dynamics 365 (online) instance you add creates a separate and isolated Dynamics 365 organization on the same tenant. An instance has the URL format: https://.crm.dynamics.com. For example, https://contososales.crm.dynamics.com.  TERM  DEFINITION  Subscription  A subscription consists of the Dynamics 365 licenses and addons included with the trial or paid service you signed up for in your Dynamics 365 (online) account. Dynamics 365 subscriptions can vary in license type, price, and end date. For example, a subscription might be 100 licenses of Dynamics 365 (online) Professional and 10 licenses of Dynamics 365 (online) Enterprise.  Identity  The user account used to sign in to Dynamics 365 (online). You can also use this identity to access other Microsoft Online services, such as Office 365 or SharePoint Online. Administrators can decide if they want to federate user identity management between Dynamics 365 (online) and onpremises Active Directory.  User account  A user account assigned by an organization (work, school, non-profit) to one of their constituents (an employee, student, customer) that provides sign-in access to one or more of the organization's Microsoft cloud service subscriptions, such as Exchange Online or Dynamics 365 (online). Access to an online service is controlled by the license assigned to the user account. User accounts are stored in an organization's cloud directory within Azure Active Directory, and are typically deleted when the user leaves the organization. Organizational accounts differ from Microsoft accounts in that they are created and managed by admins in the organization, not by the user.  Security group  See also Office 365 Service Descriptions Compare all Office 365 for business plans Add Office 365 Online services  If your company has multiple Dynamics 365 (online) instances, you can use instance security groups to control which licensed users can access a particular instance. More information: Control user access to instances: security groups and licenses  What's an Office 365 user ID and why do users need one? 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Each user signs in to Dynamics 365 (online) with an Office 365 user ID (more precisely, an Azure Active Directory user ID, see the Note later in this topic). Access to Dynamics 365 (online) is controlled through the Office 365 user ID. The user ID is in this format: username@yourcompany.onmicrosoft.com . Please note that although it resembles an email address, this is a sign-in ID and not an email address. It can be used as an email address, but only if you have an Office 365 subscription with Exchange Online. Many companies would like to use their own domain name, such as contoso.com, instead of onmicrosoft.com for user accounts. You can configure Office 365 to use your domain name so your Dynamics 365 users can sign in with a format like username@yourcompany.com instead of username@yourcompany.onmicrosoft.com . More information: Verify your domain in Office 365 To manage Office 365 user IDs, sign in to the Office 365 Admin Center (https://portal.office.com). Here, you can do all sorts of administrative tasks such as create users, assign licenses, and maintain passwords.  NOTE Dynamics 365 (online) uses Azure Active Directory as its identity provider. You access Dynamics 365 (online) through an Azure Active Directory user ID that's created and managed in the Office 365 Admin Center. For simplicity, we will refer to the Azure Active Directory user ID as the Office 365 user ID in this documentation.  If you company uses on-premises Active Directory for user identity, you have options that can simplify user management such as providing a single sign-on experience for your users. More information: Manage user account synchronization See also  What is my user ID and why do I need it for Office 365? Use the Office 365 admin center to manage your Dynamics 365 (online) subscription Create users and assign security roles  Use the Office 365 admin center to manage your subscription 8/24/2018 • 4 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x The Office 365 admin center is a portal site rich in features for the administrator. Dynamics 365 (online) takes advantage of the features on this site to simplify and consolidate management of user accounts, billing, licensing, and more.  Review the information in this topic to learn how to do common Dynamics 365 (online) administrative tasks in the Office 365 Admin Center. NOTE You must have the Global admin role to fully access the Office 365 Admin Center.  Open Dynamics 365 and other services with the app launcher You can open Dynamics 365 (online) and other services such as Microsoft Social Engagement from the Office 365 app launcher. Choose Admin to open the Office 365 Admin Center and Dynamics 365 to open Dynamics 365 (online). More information: Find help for the latest changes in Office 365  Manage instances and updates in the Dynamics 365 Administration Center The Dynamics 365 admin center is your portal site to manage Dynamics 365 (online) instances and updates. You access the portal by choosing Dynamics 365 from the left-side menu in the Office 365 Admin Center.  Choose the Instances tab to edit, copy, and reset, existing instances, configure new instances, manage preferred solutions, and more. More information: Manage Dynamics 365 (online) instances  Choose the Updates tab to approve and schedule updates, change the update target version, and open Dynamics 365 (online). More information: Manage Dynamics 365 (online) updates  Check your service health You can quickly get real-time status of your Dynamics 365 (online) and Office 365 services. The Service health page on the Office 365 Admin Center provides a comprehensive view of the service health of your online services. If users are having trouble signing in to Dynamics 365 (online), check this page to see if there is a service outage. For more information, see How do I check my online service health?  Review your messages Check out the Message center to see how to fix or prevent issues, plan for service changes, or just to stay informed of new or updated features. Click Health > Message center, and select messages to get more information.  Request support Having a problem with your Dynamics 365 (online) service? You can create a support request to get the issue resolved. More information: Contact Technical Support  Manage users Each user signs in to Dynamics 365 (online) with an Office 365 user ID (more precisely, an Azure Active Directory user ID, see the following Note). Access to Dynamics 365 (online) is controlled through the Office 365 user ID. You use the Office 365 Admin Center to add, edit, and delete Dynamics 365 (online) users and to reset passwords.  NOTE Dynamics 365 (online) uses Azure Active Directory as its identity provider. You access Dynamics 365 (online) through an Azure Active Directory user ID that is created and managed in the Office 365 Admin Center. For simplicity, we'll refer to the Azure Active Directory user ID as the Office 365 user ID in this documentation.  If your company uses on-premises Active Directory for user identity, you have options that can simplify user management such as providing a single sign-on experience for your users. More information: Manage user account synchronization  Manage subscriptions  Use the Subscriptions page to adjust licenses, view your bill, add a partner of record, and lots more.  Set the password expiration Use the Security & privacy page to set how frequently a user's password expires and the number of days before a user is notified of an upcoming expiration.  TIP Note the information on this page about users doing their own password reset. To enable your users to be able to reset their passwords themselves, you'll need to purchase an Azure Active Directory subscription and configure it for password self-service. More information: Self-service password reset in Azure AD: how to enable, configure, and test self-service password reset  Configure self-service password reset and other settings in Azure If you have an Azure Active Directory Basic or Premium subscription, you can set it up so users can do their own password reset. You can access Azure Active Directory configuration from the Office 365 Admin Center. More information: Enable users to reset their Azure AD passwords On the left-side menu of the Office 365 Admin Center, choose Admin centers > Azure AD. Select your subscription in Azure and then choose Configure.  Add your domain Use the Manage domains page to add your domain to your subscription. When you add your own domain, user sign-ins can match your company's URL. For example, instead of user@contoso.onmicrosoft.com, it could be user@contoso.com. More information: Verify your domain in Office 365  Purchase services On the left-side menu of the Office 365 Admin Center, click Billing > Purchase services to add licenses or purchase new online services.  See also About the Office 365 admin center Set an individual user's password to never expire  How do I check my online service health? 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can quickly get a real-time status of your Dynamics 365 (online) and Office 365 services. The dashboard on the Office 365 Admin Center provides a comprehensive view of the service health of your online services. If users are having trouble signing in to Dynamics 365 (online), check this page to see if there is a service outage.  View a snapshot of service health Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. You can see a quick snapshot of service health for some of your Office 365 services. Select Service health (from the menu: Health > Service health) to get more information on all your services.  View Dynamics 365 (online) service health Select an Office 365 service, such as Dynamics 365 (online), to get detailed information on its service health status.  View service health history Select View history in the upper-right corner to view the past 7 or the past 30 days of service.  Select an item to see service health status and details for that item.  View planned maintenance Select the Message center on your home dashboard (from the menu: Health > Message center) to see if there are any scheduled events for your online service and to view other informative messages.  View instance service health If your company has multiple instances of Dynamics 365 (online), you can see the health status for individual Dynamics 365 (online) instances in the Dynamics 365 admin center. 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. 2. Click Admin centers > Dynamics 365. 3. Select the Service Health tab.  See also Use the Organization Insights solution to view metrics about your instance Preview feature: Use the Organization Insights dashboard to view metrics about your instance  Use the Organization Insights solution to view metrics about your instance 9/12/2018 • 21 minutes to read • Edit Online  IMPORTANT We've improved how you view metrics for your organization. You no longer need to install or update a solution. Instead, you can view Customer Data Service for Apps analytics right from the Power platform Admin center to quickly view adoption ad user metrics for your organization. For more information, see Common Data Service for Apps analytics  Preview feature: Use the Organization Insights dashboard to view metrics about your instance 8/24/2018 • 4 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Use the Organization Insights dashboard to get a quick view of key Dynamics 365 (online) metrics such as the number of active users and page requests. IMPORTANT The Organization Insights dashboard is a preview feature in Dynamics CRM Online 2016 Update 1. A preview feature is a feature that is not complete, but is made available before it's officially in a release so customers can get early access and provide feedback. Preview features aren't meant for production use and may have limited or restricted functionality. To use this feature, it must be turned on and the license terms must be accepted. What are Preview features and how do I enable them? Microsoft doesn't provide support for this preview feature. Microsoft Dynamics 365 Technical Support won't be able to help you with issues or questions. Preview features aren't meant for production use and are subject to a separate supplemental terms of use. Consider using the new Organization Insights solution for a richer view of your instance metrics. Organization Insights dashboard will remain a preview feature and will be deprecated once the Organization Insights solution is fully available.  Note the following: In all charts, you can select a two hour (2H), forty-eight hour (48H) or thirty-day (30D ) time period for data to be included in the chart. Data is refreshed as shown in the following table. LOOKBACK PERIOD  DATA AGGREGATION INTERVAL  2H  5 minutes  48H  1 hour  30D  1 day  Expect a data synchronization delay of approximately 45 minutes or more. For example, at 4:30 PM, a 2 hour (2H) lookback might show data in the chart for 1:45 PM to 3:45 PM. Aggregation intervals use the UTC time standard and not the user-defined time zone. If a chart has multiple elements such as Most Active Users, you can click the chart element to switch its display.  View the Organization Insights dashboard To view the Organization Insights dashboard, go to any dashboard, click Select ( ) next to the dashboard title, and then click Organization Insights Dashboard. The following charts are provided.  Active users  What's included in this chart CHART ELEMENT  DESCRIPTION  Active Users  Total number of active users (unique users) who performed an operation that caused one of these SDK calls: Retrieve , Retrieve Multiple , Delete , Create , and Update .  How to interpret this chart This chart shows the adoption and usage of your Dynamics 365 instance based on active users (unique users) with read, write, create, and update actions.  Most Active Users (Reads)  What's included in this chart CHART ELEMENT  DESCRIPTION  Reads  List of most active users who performed an operation that caused a Retrieve or Retrieve Multiple SDK call in your Dynamics 365 instance over the selected time period.  How to interpret this chart This chart lists the top ten users who performed the most  Most Active Users (Changes)  Read  operations in your Dynamics 365 instance.  What's included in this chart CHART ELEMENT  DESCRIPTION  Creates  List of most active users who performed an operation that caused a Create SDK call in the Dynamics 365 instance over the selected time period.  Updates  List of most active users who performed an operation that caused an Update SDK call in the Dynamics 365 instance over the selected time period.  Deletes  List of most active users who performed an operation that caused a Delete SDK call in the Dynamics 365 instance over the selected time period.  How to interpret this chart This chart lists the top ten users who performed the most change operations (creates, updates, deletes) in your Dynamics 365 instance.  Active Users Performing Specific Operations  What's included in this chart CHART ELEMENT  DESCRIPTION  Updates  Total number of unique users who performed an operation that caused an Update SDK call. Updates for all entities are included.  CHART ELEMENT  DESCRIPTION  Creates  Total number of unique users who performed an operation that caused a Create SDK call. Creates for all entities are included.  Reads  Total number of unique users who performed an operation that caused a Retrieve or Retrieve Multiple SDK call. Reads for all entities are included.  Deletes  Total number of unique users who performed an operation that caused a Delete SDK call. Deletes for all entities are included.  How to interpret this chart This chart shows how many unique users are performing which types of operations (create, update, deletes, reads) in your Dynamics 365 instance over the specified time.  Total Operations  What's included in this chart CHART ELEMENT  DESCRIPTION  Updates  Total number of Update SDK calls. Updates for all entities are included.  Creates  Total number of Create SDK calls. Creates for all entities are included.  Deletes  Total number of Delete SDK calls. Deletes for all entities are included.  Reads  Total number of Retrieve and Retrieve Multiple SDK calls. Reads for all entities are included.  How to interpret this chart This chart shows how many operations (create, update, deletes, reads) have occurred in the Dynamics 365 instance over the specified time.  Total Page Requests  What's included in this chart CHART ELEMENT  DESCRIPTION  Forms  Number of requests for form loads.  Dashboards  Number of requests for dashboards.  Reports  Number of requests for reports.  How to interpret this chart This chart shows the number of page load requests for forms, dashboards, and reports. This is a count of requests received by the Dynamics 365 server. Pages that are cached while browsing won't be counted. See also Use the Organization Insights solution to view metrics about your instance Developer Guide for Dynamics 365 Customer Engagement  Manage updates 10/25/2018 • 14 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x On July 6, 2018, we announced some optimizations to how we deliver Dynamics 365 updates: Modernizing the way we update Dynamics 365. Microsoft will continue to support older versions of Dynamics within the timeframe of the details in our Update policy. TIP Many update questions are answered here: FAQ for Dynamics 365 Update Policies.  You have options for when you update your Dynamics 365 Online organization to Dynamics 365 (online), version 9.x. To prepare for a smooth process, use the information in this topic. You, as a Dynamics 365 system administrator, decide when to install Dynamics 365 (online) major updates for your organization. To update to the latest release of Dynamics 365 (online), complete these two steps: 1. Review the information in the Updates page in the Dynamics 365 (online) Administration Center (https://portal.office.com > Admin centers > Dynamics 365 > Updates tab) to find out what instances are ready to update, and the schedule. 2. Approve the update. IMPORTANT An update in this document refers to a major version release, such as upgrading from Dynamics 365 version 8.2 to version 9.x. Service updates do not require approval and are applied automatically to your instance. For major version updates, your instance will not be updated unless you approve it. This means your organization will go without the latest features and functionality until you explicitly give approval for the update to happen. Keep in mind, we do have an update policy that will make some updates mandatory, with no approval required. Please see Update policy below for further details.  You'll receive an email before the update is available with a scheduled update date. This email will also include instructions about how to reschedule the update, if you choose. You'll receive reminders 90, 30, 15, and 7 days before the update begins. The update will happen during a 12-hour window, and during that time your organization might be unavailable for several hours. Most updates typically take 2-4 hours. We'll let you know when your organization is updated and ready to use. For more information, see the Schedule for update communications later in this topic.  Continuous updates for Dynamics 365 (online) We are transforming how we do service updates for Dynamics 365 (online). We will deliver two major releases per year - April and October - offering new capabilities and functionality. These updates will be backward compatible, so your apps and customizations will continue to work post update. New features with major, disruptive changes to the user experience are off by default. This means administrators will be able to first test then enable these features for their organization.  In addition to the two major updates, we will continue to deploy regular performance and reliability improvement updates throughout the year. We are phasing deployments over several weeks following safe deployment practices and monitoring updates closely for any issues. If you're running Microsoft Dynamics CRM Online, please review the following: Important information for CRM Online customers Switch from Dynamics CRM Online to Dynamics 365 (online) Quickly navigate with the Office 365 app launcher and the Dynamics 365 home page  Update policy Since every customer will be updated on the continuous delivery schedule, your organization needs to update to the latest version. For customers who are currently running older versions of Dynamics 365, we will continue to provide you with the ability to schedule an update to the latest version and want to make sure this effort is as seamless as possible through continuous improvements in our update engine. We will send reminders to schedule your update to Dynamics 365 administrators. For Dynamics 365 (online) customer engagement applications, we sent update communications in May to all customers running version 8.1 and have scheduled updates. Dynamics 365 (Online) version 8.2 will be fully supported until January 31, 2019. Customers running version 8.2 should plan to update to the latest version prior to this date. From February 1, 2019, onwards, we will only support the latest generally available version. Here are the recent versions. VERSION  NAME  n  9.x  Dynamics 365, version 9.x  n-1  8.2  Dynamics 365, version 8.2  n-2  8.1  Microsoft Dynamics CRM Online 2016 Update 1  Update scenarios Your Dynamics 365 (online) update process depends on what version you have and how you'd like to update. Consider the following scenarios. NOTE For information on Dynamics 365 (online) instances, see Manage Dynamics 365 (online) instances.  CRM Online 2016 Update 1 – Approach One (recommended) This scenario applies to those who have Production and Sandbox instances of CRM Online 2016 Update 1 (n-2). For version information, see: Dynamics 365 (online) releases  VERSION  UPDATE TO  Sandbox (n-2)  Sandbox (n-1)  Sandbox (n-1)  Sandbox (n)  Production (n-2)  Production (n)  n = current version, Dynamics 365 (online), version 9.x Recommended update approach  CRM Online 2016 Update 1 – Approach Two This scenario applies to those who have Production and Sandbox instances of CRM Online 2016 Update 1 (n-2). For version information, see: Dynamics 365 (online) releases VERSION  UPDATE TO  Sandbox (n-2)  Sandbox (n-1)  Production (n-2)  Production (n-1)  VERSION  UPDATE TO  Sandbox (n-1)  Sandbox (n)  Production (n-1)  Production (n)  n = current version, Dynamics 365 (online), version 9.x Recommended update approach  December 2016 update for Dynamics 365 (online ) This scenario applies to those who have Production and Sandbox instances of December 2016 update for Dynamics 365 (online) (n-1). For version information, see: Dynamics 365 (online) releases VERSION  UPDATE TO  Sandbox (n-1)  Sandbox (n)  Production (n-1)  Production (n)  n = current version, Dynamics 365 (online), version 9.x Recommended update approach  Follow the process in the dashed box in the flowchart above.  Recent versions of Dynamics 365 (online) To determine your version, sign in to Dynamics 365, and in the upper-right side of the screen, click the Settings button > About. For recent versions, see Dynamics 365 (online) releases  How will I know my organization is ready to update? Dynamics 365 system administrators will be informed of updates to Dynamics 365 (online) in multiple ways. Check your instances in the Dynamics 365 Administration Center 1. Sign in to https://portal.office.com. 2. In the Office 365 admin center, click Admin > Dynamics 365.  3. On the Instances page, click Updates, and then review the update status for your Dynamics 365 (online) instances. Note the following: Instances that are eligible to update will see Update is Available. Clicking Schedule your update lets the admin select a target release and then do the scheduling.  Update notification emails are sent to admins Dynamics 365 system administrators will receive an email from the Dynamics 365 (online) Team. You can use the links in the email to learn more about your update or reschedule it.  Deciphering the update information The "Manage your Dynamics 365 updates" page is your source for useful information and actions to take regarding your update.  NOTE If you are eligible to update to multiple versions of Dynamics 365 (online), you'll see an option Change target version. Large companies with extensive and complex customizations to their Dynamics 365 may choose to upgrade to a later release instead of the first available. So you get the most up-to-date features and fixes, we highly recommend you upgrade to the latest version when available.  Approve an update You must be a Dynamics 365 system administrator to approve updates. 1. Sign in to https://portal.office.com. 2. In the Office 365 admin center, click Admin > Dynamics 365, and then on the Instances page click Updates. 3. Choose the instance to approve. 4. Click Approve Update to approve and proceed with the update. NOTE Once you approve an update, you can still reschedule it as long as the update has not started.  Reschedule an update You must be a Dynamics 365 system administrator to reschedule updates. 1. Sign in to https://portal.office.com. 2. In the Office 365 admin center, click Admin > Dynamics 365, and then on the Instances page click Updates. 3. Choose the instance update to reschedule, and then click Reschedule update.  4. If you are eligible to update to multiple versions of Dynamics 365 (online), you'll see a page to select a target version. Select a version, and then click Next. NOTE Large companies with extensive and complex customizations to their Dynamics 365 may choose to upgrade to a later release instead of the first available. So you get the most up-to-date features and fixes, we highly recommend you upgrade to the latest version when available. Keep in mind, if you are two versions behind the current version you will have a mandatory update. See Update policy for more information.  5. Select new preferred and alternate dates and times for the update, and then click Next.  6. Review the new dates and times, and then click Approve Update.  7. The Status column will indicate your update is approved.  Update status To better track and manage your Dynamics 365 (online) updates, we added more granular update status to the Updates page. At the date and time of your update, the status for your instance will show Updating instance.  There are four stages of an update: STATUS  DESCRIPTION  Queued (Not Started)  The update is queued and will start at the scheduled time.  Backup  The Dynamics 365 (online) instance is being backed up. A copy of the instance is backed up before the update for recovery purposes.  Restore  The Dynamics 365 (online) instance is being restored.  Database Upgrade  The Dynamics 365 (online) instance is being updated.  Send email notifications to multiple recipients By default, Dynamics 365 admins will receive update notifications. You can add others to receive update notifications. 1. Sign in to https://portal.office.com. 2. In the Office 365 admin center, click Admin > Dynamics 365, and then click Instances. 3. Choose an instance that has notifications you want to change, and then click Notifications.  4. Enter the email addresses of people to receive update notifications for the selected instance, and then click Save.  What happens after an update is approved? When your update has started, you'll see Update in progress under Status. The Reschedule option will no longer be available.  When your update is done, you'll see Updated successfully.  Prepare your Dynamics 365 organization for the update Dynamics 365, version 9.x contains a number of exciting changes. To take advantage of new features, you need to ensure any customizations are compatible with this update. Prepare your users  To prepare your users for the changes to Dynamics 365 (online), visit What's new in Dynamics 365 (online), version 9.  Checklist for the Dynamics 365 (online) update Most of the update process is handled by Microsoft. However, there are a few things that you must do to prepare. 1. Know when your update is scheduled. You will be informed of a pending update in multiple ways. See How will I know my organization is ready to update? in this topic. 2. Involve your Dynamics 365 partner. If you have a Dynamics 365 partner of record, we strongly recommend that you contact them for guidance and assistance. If you do not have a partner, you may consult the Microsoft AppSource to identify a partner. Please note that there may be charges from partners for their services. 3. Watch for communications from Microsoft. We will send you several communications about this subject to keep you informed about the update. In addition, we send email communications to users who have the System Administrator role in Dynamics 365. Please make sure the email accounts associated with those user accounts are valid and being monitored. Communications will come from crmoln@microsoft.com, or for partners, you will also receive communications from the Dynamics 365 Partner Team: crmteam@microsoft.com. 4. Verify your customizations are compatible. You should take the time before your update to verify that customizations are compatible. You should do this early enough that you have time to fix any identified issues. Additionally, Microsoft will run a number of automated tests, and if any of those tests fail in your instance, we will email the administrator a list of potential issues we have identified. 5. Create a non-production (Sandbox) instance in which you can test your customizations. Ideally, you should test your customizations prior to update. This will also give you the opportunity to verify compatibility of any third-party customizations. If you identify any potential issues, please work with the solution provider to correct any issues that arise. More information: Manage Dynamics 365 (online) Sandbox instances 6. Notify your users prior to the update of Dynamics 365. It is a best practice to notify your users that the system will be unavailable during the update. To get more resources to prepare users for the update, please visit Onboard your organization and users. 7. Watch for Update Completion or Reschedule emails from Microsoft. Once your organization is updated, you'll receive a notification from Dynamics 365 (online) indicating that your organization is ready to use.  Schedule for update communications WHEN  RECIPIENT  IN-PRODUCT ALERT  EMAIL  ADMIN CENTER  Update scheduled  All Admins  Yes  Yes  Yes  90 days before update  All Admins  No  Yes  Yes  WHEN  RECIPIENT  IN-PRODUCT ALERT  EMAIL  ADMIN CENTER  30 days before update  All Admins  No  Yes  Yes  15 days before update  All Admins  No  Yes  Yes  7 days before update  All Admins  Yes  Yes  Yes  Schedule confirmed by Admin  All Admins  No  No  Yes  Update in progress  All Admins and Users  No  No  Yes  Update successful  All Admins and Users  No  Yes  Yes  Fallback to secondary update  All Admins  No  Yes  Yes  Update rescheduled  All Admins  No  Yes  Yes  NOTE "All Admins" includes Dynamics 365 system administrators and Office 365 Global administrators.  Notice about Online Policies Please review Notice About Online Policies and Similar Documents. See also FAQ for Dynamics 365 Update Policies Policies and Communications for Dynamics 365 (online) Manage email notifications  Policies and Communications for service incidents 10/25/2018 • 9 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x IMPORTANT Starting October 15, 2018, we will be sending our service notifications from a new email address. The new email addresses may cause the notifications to bypass existing rules, or arrive in your Junk email folder. Please be sure to check your settings so you do not miss any important announcements or service communications. New email addresses: Microsoft Dynamics 365 - msdynamics365@microsoft.com Microsoft Dynamics 365 for Finance and Operations - msdyn365finops@microsoft.com  Introduction Microsoft regularly maintains and updates Dynamics 365 (online) to ensure security, performance, and availability, and to provide new features and functionality. From time to time, Microsoft also responds to service incidents. For each of these activities, the Dynamics 365 admin for your organization, or recipients added to the notification list by the Dynamics 365 admin, receives email notifications. During a service incident, a Dynamics 365 (online) customer service representative may also call and follow up with an email. If you're not sure who your Dynamics 365 admin is, see Find your Dynamics 365 administrator or support person. If you want to change who receives email communications, see Manage email notifications. If you're a Dynamics 365 admin, you can also see the latest status of updates and incidents in the Office 365 service health page. To learn how to get to the Office 365 service health page, see View the status of your services.  System updates The Dynamics 365 (online) team regularly performs security updates, and major and minor service updates. Security updates The Dynamics 365 (online) team regularly performs the following to ensure the security of the system: Scans of the service to identify possible security vulnerabilities Assessments of the service to ensure that key security controls are operating effectively Evaluations of the service to determine exposure to any vulnerabilities identified by the Microsoft Security Response Center (MSRC ), which regularly monitors external vulnerability awareness sites The Dynamics 365 (online) team identifies and tracks any identified issues, and takes swift action to mitigate risks when necessary. How do I find out about security updates? Because the Dynamics 365 (online) team strives to apply risk mitigations in a way that doesn't require service downtime, Dynamics 365 administrators usually don't receive emails for security updates. If a security update does require service downtime, it is considered planned maintenance.  For more information about Dynamics 365 (online) security, see Dynamics 365 (online) Trust Center. Major service updates Dynamics 365 (online) typically releases two major service updates per year. Major service updates provide new features and functionality to Dynamics 365 (online). NOTE For information about minor service updates, see Service updates.  Improvements in the update process put the power in your hands for scheduling your organization's service updates. You can choose from a list of available dates. Service updates are only applied after they are approved by the Dynamics 365 (online) admin - please review the important note below outlining the Dynamics 365 online update policy. This helps you to plan well in advance for your upgrade path, while using your sandbox organization to properly test and evaluate the service updates with your existing production code. IMPORTANT Be sure to check out Update policy for important information about updating to the latest version.  How do I find out about major service updates? The Dynamics 365 (online) team preschedules customers for the service update and emails Dynamics 365 (online) admins 90 days before the scheduled update. Dynamics 365 (online) admins receive additional emails at 90 days, 30 days, 15 days, 7 days, 0 or day of, and post update. In the email, you have the opportunity to either approve the scheduled date or reschedule the update from a list of dates. All customers are updated during the defined service update release period, usually over a three-month window. To find out more about rescheduling service updates, see Manage Dynamics 365 (online) updates. To find out what's new and how to prepare for the next release, check out the following resources: Important changes coming in Dynamics 365 Customer Engagement Emails regarding the scheduling or rescheduling of your update will be sent with a light-blue banner.  Minor service updates Minor service updates contain customization changes to support new features, product improvements, and bug fixes. A list of minor service updates can be found on our Releases page.  System maintenance Planned maintenance Planned maintenance includes updates and changes to the Dynamics 365 (online) service to provide increased stability, reliability, and performance. These changes can include: Hardware or infrastructure updates  Integrated services, such as a new version of Office 365 or Azure Dynamics 365 (online) service changes and software updates Minor service updates to Dynamics 365 (online) that occur several times per year. See Service updates. Maintenance timeline To limit the impact on users, the maintenance window is planned according to the region where environments are deployed. The following list shows the maintenance window for each region. The times are shown in Coordinated Universal Time (UTC, which is also known as Greenwich Mean Time). OCE: 11 AM to 9 PM JPN: 10 AM to 7 PM APJ: 2 PM to 8 PM IND: 12 PM to 9 PM EUR: 6 PM to 3 AM GBR: 6 PM to 3 AM SAM: 12 AM to 10 AM CAN: 1 AM to 10 AM NAM: 2 AM to 11 AM GCC: 2 AM to 11 AM DEU: 5 PM to 2 AM Prior notification Your organization will receive a Maintenance notification through the Office 365 Message Center. Additionally, for maintenance activities that impact your ability to use the service, Dynamics 365 (online) System Administrators will receive an email notification. You can also view notifications in the Office 365 Admin mobile app on your mobile device. In addition, you can see the schedule and status of planned maintenance activities on the Office 365 service health page. To learn how to get to the Office 365 service health page, see View the status of your services. The following stakeholders will be notified about the upcoming maintenance: Project owners Organization admins Environment admins Other people who are specified on the list during deployment or through the Notify button on the Environment Details pane During the update To report an issue that is identified during update validation, file a support ticket with Microsoft and append the title with 'Planned Maintenance Window'. If the patching of a platform update fails or takes longer than the specified maintenance window, a notification will be posted on the Service health dashboard. This issue is considered the highest priority, and the product team becomes involved to address it. However, if there is no quick fix, Microsoft will roll back the update so that the environment can be brought back to a healthy state as soon as possible. If the patching fails during an operating system–level update, the specific patch is skipped and will be applied in the next update cycle. Post-update notification  If your update is completed within the defined maintenance window, you won't receive any notification when the update is completed. You can verify that the update was completed successfully by checking the version number on the About page. We are planning to add the ability to notify customers when the downtime window is completed. How to sign up for notifications If partners, independent software vendors (ISVs), and other interested parties want to be notified about upcoming updates, they have two options: Check the Service health. Ask to be added to the project as a relevant stakeholder (project owner, environment admin, or additional stakeholder). Unplanned maintenance From time to time, Dynamics 365 (online) inevitably encounters unplanned issues that require changes to ensure availability. Microsoft strives to provide as much notification as possible during these events. Because these events can't be predicted, they are not considered planned maintenance. When this happens, your organization receives an "Unplanned Maintenance" email. These emails go out to all Dynamics 365 (online) System Administrators in every Dynamics 365 (online) instance that is affected by the unplanned maintenance. You can also see the status of current unplanned maintenance activities on the Office 365 service health page. To learn how to get to the Office 365 service health page, see View the status of your services. Planned and unplanned maintenance emails can be identified by the light-orange banner.  Service incidents A service incident occurs when your organization is inaccessible or you're unable to use the service or one of its components. Examples include: Your users get a "page not found" or 404 error when they try to access Dynamics 365 (online). Your users cannot sign in to your organization. Your users can sign in, but cannot save their changes. Your users can sign in, but see a blank screen. How do I find out about service incidents? If you open a case to report a service incident, a Microsoft customer support representative will call your Dynamics 365 admin and follow up with an email when the service incident is resolved. Major service incidents A major service incident occurs when multiple organizations can't access the service. How do I find out about major service incidents? The Microsoft policy is to send email updates to the Dynamics 365 admins of affected customers as soon as we are aware of a major service incident, and a final email once the issue is considered resolved.  You can also see the status of major service incidents in your Office 365 service health page. To learn how to get to the Office 365 service health page, see View the status of your services. If the service incident breaches your Service Level Agreement, you can claim a billing credit according to the conditions of your Service Agreement. If you need help with this, see Billing FAQs for Dynamics 365 (online). Major service incident emails can easily be identified by the red banner.  Service restored Microsoft will send you an email when normal system services have been restored. You can easily identify these emails by the light-green banner.  Post-Incident Report In addition, five business days after the incident resolution, the Dynamics 365 (online) team publishes a postincident report (PIR ) to the Office 365 service health page. This report summarizes the following details about the incident: Description Root cause Customer impact Start date and time Resolution date and time Next steps Communications for releases, package deployments, and awareness Communications emails are specific to managing the Dynamics 365 Service, including changes with the service, releases or feature offerings. They can be informational in nature, drive specific actions, or both. The target audience for these communications are Dynamics 365 System Administrators or individuals designated to running the service. You can easily identify these by the light-blue banner.  Post-purchase customer lifecycle communications Once a customer has purchased Dynamics 365 (online), we send a series of helpful email communications to Dynamics 365 administrators during the first year. These communications direct customers to a number of resources that will assist both administrators and users to successfully adopt and expand their use of Dynamics 365 (online). You can easily identify these communications by the dark-blue banner.  Notice about Online Policies Please review Notice About Online Policies and Similar Documents.  Switch from Dynamics CRM Online to Dynamics 365 (online) 8/24/2018 • 9 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Your Dynamics CRM Online plan is being retired. When it's time to renew, you'll need to renew using the new Dynamics 365 plans. To learn more about your options, see Important information for CRM Online customers. If you're an existing Dynamics CRM Online customer, you will be notified when your subscription will expire. At that time, you'll need to start a new subscription with one of the new Dynamics 365 (online) licenses. You can switch before you receive the expiration notice.  Dynamics 365 information Dynamics 365 Dynamics 365 pricing Dynamics 365 Licensing Guide Existing Customer License Transition Guide Business apps in Dynamics 365  How to renew when your plan is retiring The easiest way to switch plans is to use the Switch plans button in the Office 365 admin center which launches a wizard. However, using the Switch plans button isn't supported in all situations. In some cases, you might want or need to switch plans manually. When to use the Switch plans wizard Click the Switch plans button if: You want to simplify the renewal process. You're going to assign all your users to the same Dynamics 365 plan. See Use the Switch plans wizard.  When to switch plans manually Manually switch plans if: You want more control of the renewal process. You have a mix of Dynamics 365 plans to assign users to. You're going to purchase fewer licenses in the Dynamics 365 plan than you currently have in your CRM Online plan. See Switch plans manually. Use the Switch plans wizard When you click the Switch plans button, you're led through the process of buying a new plan that you can switch your current plan to. The switch plans wizard does the following: Leads you through the process of buying a new plan. Reassigns all user licenses from your old plan to the new plan. Cancels your old plan. To renew to Dynamics 365 using the Switch plans wizard, follow these steps. 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. 2. Choose Billing > Subscriptions.  3. If you have a Partner of Record, take note of the Partner ID to use later. Under Active, click More actions > Edit partner of record and record the ID number.  4. Select the plan to renew, and then click Switch plans.  5. Mouse over the subscription you want to switch to, and then click Buy now.  NOTE If you need to purchase a mix of plans, each plan must be purchased separately in order to apply promo codes for discounted pricing and to assign licenses.  Choose a plan to switch to.  6. In the Checkout Step 1 page, click Have a promo or discount code?, enter a promo code, and then click Apply promo code.  For current CRM Online customers, we are offering discounted pricing on Dynamics 365 plans when you transition. Click on your subscription type to find your promo code, then return and complete the remaining steps. SUBSCRIPTION TYPE  Promo codes: Commercial Web Direct Promo codes: Government Web Direct Promo codes: Faculty Web Direct Promo codes: Student Web Direct Promo codes: Non-profit Web Direct  IMPORTANT If you're considering a mix of plans, you must complete that transition in a separate transaction with each promo code.  7. Click Next. On the Checkout Step 2 page, if you have a partner, click Add in the right-side of the page, and then use the Partner ID you recorded above.  8. Fill in the information, and then click Place order. Switch plans manually Switching plans manually means completing the following separate procedures instead of using the switch plans wizard. Buy licenses for the new subscription. Verify the new subscription is ready to use. Reassign user licenses. Remove unneeded licenses from the subscription you're switching from. Cancel the original subscription. To manually switch users to another Dynamics 365 subscription, complete the following phases in the order shown. Phase 1: Buy user licenses for a Dynamics 365 subscription. Phase 2: Verify that your subscription has the right number of licenses. Phase 3: Reassign user licenses. Phase 4: Cancel the CRM Online subscription. Phase 1: Buy user licenses for your Dynamics 365 subscriptions 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. 2. Choose Billing > Subscriptions.  3. If you have a Partner of Record, take note of the Partner ID to use later. Under Active, click More actions > Edit partner of record and record the ID number.  4. Above Active, click + Add subscriptions and select the offer for the service you want and proceed through the purchase process. NOTE If you need to purchase a mix of plans, each plan must be purchased separately in order to apply promo codes for discounted pricing and to assign licenses.  Choose a plan to switch to.  5. Mouse over the subscription you want to switch to, and then click Buy now.  NOTE If you need to purchase a mix of plans, each plan must be purchased separately in order to apply promo codes for discounted pricing and to assign licenses.  6. Adjust the plan options, and then click Add to cart.  7. In your cart, click Add-ons to add Add-ons like an additional non-production instance or more storage.  To see which add-ons are included with Dynamics 365 plans, see Important information for CRM Online customers. 8. Click Check out in your cart. 9. In the Checkout Step 1 page, click Have a promo or discount code?, enter a promo code, and then click Apply promo code.  For current CRM Online customers, we are offering discounted pricing on Dynamics 365 plans when you transition. Click on your subscription type to find your promo code, then return and complete the remaining steps. SUBSCRIPTION TYPE  Promo codes: Commercial Web Direct Promo codes: Government Web Direct Promo codes: Faculty Web Direct Promo codes: Student Web Direct Promo codes: Non-profit Web Direct  IMPORTANT If you're considering a mix of plans, you must complete that transition in a separate transaction with each promo code.  10. Click Next. On the Checkout Step 2 page, if you have a partner, click Add in the right-side of the page, and then use the Partner ID you recorded above.  11. Fill in the information, and then click Place order. Phase 2: Verify that your subscription has the right number of licenses It's important to make sure that all the services inside your new subscription have been set up before moving on to the next phase. If the subscription isn't ready when you first check, try again later. NOTE If you purchased a subscription by invoice and a credit check is required, it can take up to two business days before the subscription is available.  1. In the admin center, choose Billing > Subscriptions. 2. Make sure that the Dynamics 365 subscriptions appear under Active, and that the number of purchased licenses is correct. Phase 3: Reassign user licenses You can use the Office 365 Admin Center to reassign licenses for up to 20 users at a time. TIP If you have a lot of users, you can optionally use Remote PowerShell to assign user licenses. To learn how, see Use Office 365 PowerShell to assign licenses to user accounts.  1. In the admin center, choose Users > Active users. 2. Select the boxes next to the names of the users that you want to move to the Dynamics 365 subscriptions. 3. In the Bulk actions-pane, choose Edit product licenses. 4. Select Replace existing product license assignments > Next. 5. Toggle the switches to Off to remove a license and On to add a license to users.  6. When you're done, choose Replace > Close. Phase 4: Cancel the CRM Online subscription Once you've moved all your Dynamics CRM Online users to Dynamics 365 plans, you're ready to cancel your Dynamics CRM Online subscription. TIP Be sure to assign Dynamics 365 licenses to all your users before cancelling your Dynamics CRM Online subscription so current users don't lose access.  1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. 2. Choose Billing > Subscriptions and select your Dynamics CRM Online subscription. 3. On the right-hand side of the page, click More actions > Cancel subscription.  4. Fill in the information on the Cancel subscription page, and the click Cancel subscription. When you check your Dynamics CRM Online subscription (Billing > Subscriptions), you'll see the following regarding your cancelled subscription: You're no longer being billed for the subscription. You'll receive a prorated credit for any unused service 30 to 60 days from the date you switched plans. The subscription is disabled with reduced functionality.  What happens to my data when I switch to a Dynamics 365  subscription? Your data, user records, customization, etc. are stored in your tenant and are not tied directly to a specific CRM Online subscription. When you switch to a Dynamics 365 subscription, the new licenses provide access to your existing CRM organization and will not lead to any loss of data.  What happens if I do not switch to a Dynamics 365 subscription? If you do not switch to a Dynamics 365 subscription before the term end date, the CRM Online subscription will enter into an expired state for 90 days for most subscriptions, in most countries and regions. At the end of the expired state, the subscription moves into the disabled state, which is 90 days for most subscriptions, in most countries and regions. We recommend that you back up your data before the subscription is disabled, but as an admin, you can still access and back up data for your organization while it is in the disabled state. Any customer data that you leave behind may be deleted after 90 days, and will be deleted no later than 180 days after cancellation. Here's what to expect for you and your users if your subscription is disabled. Admin access: Admins can still sign in and access the Office 365 Admin Center, and buy other Office 365 subscriptions as needed. As a global or billing admin, you have 90 days to reactivate the subscription with all data intact. User access: Your users won't be able to use Office 365 services like OneDrive for Business, or access customer data—for example, email or documents on team sites. Office applications, like Word and Excel, will eventually move into a read-only, reduced functionality mode and display Unlicensed Product notifications.  Need help? Contact support. As an admin for Dynamics 365, you get free access to our knowledgeable support agents for pre-sales, account, and billing support, as well as for help resolving technical issues. You can also contact support on behalf of Dynamics 365 users in your organization. See Billing and subscription support. See also Important information for CRM Online customers Switch to a different Office 365 for business plan Onboard your organization and users to Dynamics 365 (online) Purchase and assign Dynamics 365 (online) licenses Assign or remove licenses for Office 365 for business Terminology used in the product and documentation  Important information for CRM Online customers 8/24/2018 • 5 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Microsoft is introducing Dynamics 365, the next generation of intelligent business applications that enable your organization to grow, evolve, and transform to meet the needs of your customers and capture new opportunities. As a result, Microsoft introduced new plans for customers November 1, 2016, that are similar, but not identical to your current plan. The existing Dynamics CRM Online plan will be retired effective November 1, 2016. However, if you have a current subscription, this change won't affect you right away. As a global administrator, you'll receive email updates and see posts in the message center (part of the Office 365 Admin Center) with information on when you need to take action.  Additional resources Dynamics 365 Licensing Guide Dynamics 365 pricing Existing Customer License Transition Guide Business apps in Dynamics 365 Video: Get familiar with Dynamics 365 (for admins) Onboard your organization and users to Dynamics 365 (online) When you are ready to move to a new plan—either now or during renewal—you'll have options to choose from.  Compare your options for upgrading or switching plans You can choose to maintain similar functionality you have with CRM Online or take advantage of new features and functionality from Dynamics 365. The licensing changes are as follows. EXISTING CRM ONLINE LICENSE  RECOMMENDED DYNAMICS 365 LICENSE  Enterprise  Dynamics 365 Customer Engagement Plan  Professional  Dynamics 365 Customer Engagement Plan, Dynamics 365 for Sales, or Dynamics 365 for Customer Service  EXISTING CRM ONLINE LICENSE  RECOMMENDED DYNAMICS 365 LICENSE  Basic  Dynamics 365 for Team Members, Dynamics 365 for Sales, Dynamics 365 for Customer Service, or Dynamics 365 Customer Engagement Plan  Essential  Dynamics 365 for Team Members  Field Service Add-on  Dynamics 365 Customer Engagement Plan, or Dynamics 365 for Field Service  Project Service Automation Add-on  Dynamics 365 Customer Engagement Plan, or Dynamics 365 for Project Service Automation  IMPORTANT Existing customers must choose which Dynamics 365 licenses meet the needs of their organization. Simply transitioning existing licenses to the Dynamics 365 equivalent may not always be the best course of action. Review the use rights below to determine the mix of user subscriptions that are suitable for your organization's needs. Based on the use rights changes with the launch of Dynamics 365, this may be different than what you have today. Review the following information for assistance on how to make your best license choices.  Option 1: For Enterprise, Professional, Field Service, Project Service Automation, or Basic Users, consider Dynamics 365 Customer Engagement Plan This option is ideal if you want to take advantage of functionality in multiple Dynamics 365 applications, or the new functionality that Dynamics 365 Customer Engagement Plan has to offer. Dynamics 365 Customer Engagement Plan includes Customer Service, Sales, Project Service Automation, Field Service, and PowerApps. Option 2: For Professional Users, consider Dynamics 365 for Customer Service Choose this option if you want to maintain access to the Customer Service functionality you have today in CRM Online. The Customer Service Application is intended for users who will be engaging in any kind of customer service role, from basic call centers to more advanced support scenarios, focused on case management. This license includes all core Customer Service functionality – Case Management, Unified Service Desk and scripts, and SLAs and Entitlements management, plus embedded PowerApps, Social Engagement, Gamification, Mobile Offline, and Voice of Customer. Option 3: For Professional Users, consider Dynamics 365 for Sales Choose this option if you want to maintain access to the Sales functionality you have today in CRM Online. The Sales Application is intended for users who will be engaging in field sales, inside sales, sales management, partner sales, or any other full sales role. This license includes all core sales functionality – Opportunity & Lead Management, Product & Price Lists management, competitor tracking, Quote/Order/Invoice, lightweight marketing capabilities, and Unified Service Desk. This also includes the functionality needed to manage Sales performance plus embedded PowerApps, Social Engagement, Gamification, Mobile Offline, and Voice of Customer. Option 4: For Basic Users, consider Dynamics 365 for Customer Service Choose this option if you want to maintain access to full Customer Service functionality and require write access to Cases. This will get you access to what you have today in CRM Online (minus write access to leads), plus embedded PowerApps, Social Engagement, Gamification, Mobile Offline, and Voice of Customer. Option 5: For Basic Users, consider Dynamics 365 for Sales Choose this option if you want to maintain access to full Sales functionality and require write access to Cases or Leads. This will get you access to what you have today in CRM Online (minus write access to cases), plus  PowerApps, Social Engagement, Gamification, Mobile Offline, and Voice of Customer. Option 6: For Basic Users, consider Dynamics 365 for Team Members Choose this option if you do not need access to full functionality and do not require write access to Leads. This will get you access to what you have today in CRM Online (minus leads) plus embedded PowerApps. Option 7: For Essential Users, consider Dynamics 365 for Team Members Choose this option to get access to what you have today in CRM Online plus embedded PowerApps. Option 8: For Project Service Automation Users, consider Dynamics 365 for Project Service Automation or Dynamics 365 Customer Engagement Plan Choose this option if you purchased a Basic User plus Project Service Automation plan. Project Service Automation includes all of the functionality of the Project Service Automation add-on, plus PowerApps, Social Engagement, Gamification, Mobile Offline, Project Online Premium, and Voice of Customer. This would not include write access to cases or leads – for this access the Project Service Automation user should license Dynamics 365 Customer Engagement Plan. Option 9: For Field Service Users, consider Dynamics 365 for Field Service or Dynamics 365 Customer Engagement Plan Choose this option if you purchased a Basic User plus Field Service plan. Field Service is intended for users who will be engaging in any kind of field technician, scheduler, or dispatcher role. This license includes all of the functionality of the Field Service add-on, plus PowerApps, Social Engagement, Gamification, Mobile Offline, Project Online Premium, and Voice of Customer. This would not include write access to cases or leads – for this access the Project Service Automation user should license Dynamics 365 Customer Engagement Plan.  How to upgrade to Dynamics 365 Customer Engagement Plan or switch to a Dynamics 365 Application You can switch to Dynamics 365 now, or wait until it's time to renew, and then upgrade during the renewal process. Either way, you'll work with your account representative or partner to make the switch, unless you bought your subscription directly from Microsoft, in which case you can switch in the Office 365 Admin Center. To learn more, see Switch from Dynamics CRM Online to Dynamics 365 (online). See also Switch from Dynamics CRM Online to Dynamics 365 (online)  Important information for CRM Online volume license customers 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Your Dynamics CRM Online plan is being retired. When it's time to renew, you will need to renew using one of the Dynamics 365 plans. To learn more about your options, see Important information for CRM Online customers. If you're an existing Dynamics CRM Online customer, you will be notified when your subscription will expire. At that time, you'll need to start a new subscription with one of the new Dynamics 365 (online) licenses. You can switch before you receive the expiration notice. IMPORTANT It is important that you switch your users from CRM Online licenses to Dynamics 365 licenses in order to avoid any service disruption.  Reassign user licenses You can use the Office 365 Admin Center to reassign licenses for up to 20 users at a time. TIP If you have a lot of users, you can optionally use Remote PowerShell to assign user licenses. To learn how, see Use Office 365 PowerShell to assign licenses to user accounts.  1. In the admin center, choose Users > Active users. 2. Select the boxes next to the names of the users that you want to move to the Dynamics 365 subscriptions. 3. In the Bulk actions-pane, choose Edit product licenses. 4. Select Replace existing product license assignments > Next. 5. Toggle the switches to Off to remove a license and On to add a license to users.  6. When you're done, choose Replace > Close.  What happens to my data when I switch to a Dynamics 365 subscription? Your data, user records, customization, etc., are stored in your tenant and are not tied directly to a specific CRM Online subscription. When you switch to a Dynamics 365 subscription, the new licenses provide access to your existing CRM organization and will not lead to any loss of data.  What happens if I do not switch my users to Dynamics 365 licenses? If you do not switch your users to a Dynamics 365 subscription before the term end date, the CRM Online subscription will enter into an expired state for 90 days for most subscriptions, in most countries and regions. At the end of the expired state, the subscription moves into the disabled state, which is 90 days for most subscriptions, in most countries and regions. Here's what to expect for you and your users if your subscription is disabled. Admin access: Admins can still sign in and access the Office 365 admin center, and buy other Microsoft Online Services as needed. User access: Your users won't be able to use Dynamics 365, or access customer data. CRM Online applications will eventually move into a read-only, reduced functionality mode and display Unlicensed Product notifications. See also Important information for CRM Online customers Switch from Dynamics CRM Online to Dynamics 365 (online) Support and billing  Promo codes: Non-profit Web Direct 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x For current CRM Online customers, we are offering discounted pricing on Dynamics 365 plans when you transition. In the table below, locate your existing CRM Online plan and determine the promo code for the plan that best fits your business. EXISTING DYNAMICS CRM ONLINE USER  APPLICATION TRANSITION PRICING  Professional User Subscription License (USL)  PROMO CODE  COMMENT  $86 (for Dynamics 365 Customer Engagement Plan)  Dyn365PLAN1NFP  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Professional USL  $76 (for Sales or Customer Service)  Dyn365PRONFP  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Professional USL Add-on to O365  $66 (for Dynamics 365 Customer Engagement Plan)  Dyn365O365PLAN1NFP  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Professional USL Add-on to O365  $59 (for Sales or Customer Service)  Dyn365O365NFP  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Basic USL + Field Service or Project Service Automation Add-on  $76 (for Field Service or Project Service)  Dyn365PRONFP  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Basic USL  $57 (for Dynamics 365 Customer Engagement Plan)  Dyn365BASPLAN1NFP  Only applies for existing users as of October 31, 2016  Basic USL  $50 (for Sales or Customer Service)  Dyn365BASICNFP  Only applies for existing users as of October 31, 2016  See also Switch from Dynamics CRM Online to Dynamics 365 (online)  Promo codes: Student Web Direct 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x For current CRM Online customers, we are offering discounted pricing on Dynamics 365 plans when you transition. In the table below, locate your existing CRM Online plan and determine the promo code for the plan that best fits your business. EXISTING DYNAMICS CRM ONLINE USER  APPLICATION TRANSITION PRICING  Professional User Subscription License (USL)  PROMO CODE  COMMENT  $86 (for Dynamics 365 Customer Engagement Plan)  Dyn365PLAN1EduStu  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Professional USL  $76 (for Sales or Customer Service)  Dyn365PROEduStu  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Professional USL Add-on to O365  $66 (for Dynamics 365 Customer Engagement Plan)  Dyn365O365PLAN1 EduStu  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Professional USL Add-on to O365  $59 (for Sales or Customer Service)  Dyn365O365EduStu  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Basic USL + Field Service or Project Service Automation Add-on  $76 (for Field Service or Project Service)  Dyn365PROEduStu  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Basic USL  $57 (for Dynamics 365 Customer Engagement Plan)  Dyn365BASPLAN1EduStu  Only applies for existing users as of October 31, 2016  Basic USL  $50 (for Sales or Customer Service)  Dyn365BASICEduStu  Only applies for existing users as of October 31, 2016  See also Switch from Dynamics CRM Online to Dynamics 365 (online)  Promo codes: Faculty Web Direct 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x For current CRM Online customers, we are offering discounted pricing on Dynamics 365 plans when you transition. In the table below, locate your existing CRM Online plan and determine the promo code for the plan that best fits your business. EXISTING DYNAMICS CRM ONLINE USER  APPLICATION TRANSITION PRICING  Professional User Subscription License (USL)  PROMO CODE  COMMENT  $86 (for Dynamics 365 Customer Engagement Plan)  Dyn365PLAN1EduFac  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Professional USL  $76 (for Sales or Customer Service)  Dyn365PROEduFac  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Professional USL Add-on to O365  $66 (for Dynamics 365 Customer Engagement Plan)  Dyn365O365PLAN1EduFac  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Professional USL Add-on to O365  $59 (for Sales or Customer Service)  Dyn365O365EduFac  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Basic USL + Field Service or Project Service Automation Add-on  $76 (for Field Service or Project Service)  Dyn365PROEduFac  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Basic USL  $57 (for Dynamics 365 Customer Engagement Plan)  Dyn365BASPLAN1EduFac  Only applies for existing users as of October 31, 2016  Basic USL  $50 (for Sales or Customer Service)  Dyn365BASICEduFac  Only applies for existing users as of October 31, 2016  See also Switch from Dynamics CRM Online to Dynamics 365 (online)  Promo codes: Government Web Direct 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x For current CRM Online customers, we are offering discounted pricing on Dynamics 365 plans when you transition. In the table below, locate your existing CRM Online plan and determine the promo code for the plan that best fits your business. EXISTING DYNAMICS CRM ONLINE USER  APPLICATION TRANSITION PRICING  Professional User Subscription License (USL)  PROMO CODE  COMMENT  $86 (for Dynamics 365 Customer Engagement Plan)  Dyn365PLAN1Gov  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Professional USL  $76 (for Sales or Customer Service)  Dyn365PROGov  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Professional USL Add-on to O365  $66 (for Dynamics 365 Customer Engagement Plan)  Dyn365O365PLAN1Gov  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Professional USL Add-on to O365  $59 (for Sales or Customer Service)  Dyn365O365Gov  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Basic USL + Field Service or Project Service Automation Add-on  $76 (for Field Service or Project Service)  Dyn365PROGov  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Basic USL  $57 (for Dynamics 365 Customer Engagement Plan)  Dyn365BASPLAN1Gov  Only applies for existing users as of October 31, 2016  Basic USL  $50 (for Sales or Customer Service)  Dyn365BASICGov  Only applies for existing users as of October 31, 2016  See also Switch from Dynamics CRM Online to Dynamics 365 (online)  Promo codes: Commercial Web Direct 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x For current CRM Online customers, we are offering discounted pricing on Dynamics 365 plans when you transition. In the table below, locate your existing CRM Online plan and determine the promo code for the plan that best fits your business. EXISTING DYNAMICS CRM ONLINE USER  APPLICATION TRANSITION PRICING  Professional User Subscription License (USL)  PROMO CODE  COMMENT  $86 (for Dynamics 365 Customer Engagement Plan)  Dyn365PLAN1  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Professional USL  $76 (for Sales or Customer Service)  Dyn365PRO  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Professional USL Add-on to O365  $66 (for Dynamics 365 Customer Engagement Plan)  Dyn365O365PLAN1  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Professional USL Add-on to O365  $59 (for Sales or Customer Service)  Dyn365O365  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Basic USL + Field Service or Project Service Automation Add-on  $76 (for Field Service or Project Service)  Dyn365PRO  For customers as of October 31, 2016 this offer applies to all user licenses purchased before and after October 31, 2016 until renewal.  Basic USL  $57 (for Dynamics 365 Customer Engagement Plan)  Dyn365BASPLAN1  Only applies for existing users as of October 31, 2016  Basic USL  $50 (for Sales or Customer Service)  Dyn365BASIC  Only applies for existing users as of October 31, 2016  See also Switch from Dynamics CRM Online to Dynamics 365 (online)  Support and billing 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x This section provides information to address support and billing questions.  Contact Technical Support 2 minutes to read  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x This content has moved to: Get Help + Support  Help and additional resources 10/8/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x There are several resources available to you covering planning, operating, and using Dynamics 365 (online). NOTE To contact technical support, see: Enter a support request through the new support center  Help for administrators The following are useful resources for administering Dynamics 365 (online): Administer Dynamics 365 Customer Engagement What's new in Dynamics 365  More self-service help resources View the Office 365 Service Health Dashboard Search the Support Blog and Community Forum Search the Microsoft Knowledge Base  Security and service continuity When a business allows an external service provider to store and manage its data, key considerations must include security, data protection, privacy, and data ownership. Microsoft takes these concerns seriously and has applied its years of cloud and on-premises experience with security and privacy to delivery of the Dynamics 365 (online) service. This focus is highlighted by the 99.9% uptime provision of the service-level agreement (SLA).  Microsoft Dynamics 365 (online) Trust Center The Microsoft Dynamics 365 (online) Trust Center describes the trust principles concerning security, privacy, service transparency, and compliance in Dynamics 365 (online).  Support and service status Office 365 admin portal The Office 365 admin portal provides tools and resources that can assist you with key Office 365 online service information and tasks such as: How do I check my online service health? Use the Organization Insights solution to view metrics about your instance  See also Contact Technical Support  Volume licensing FAQ 8/24/2018 • 4 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x As of the December 2016 Update for Dynamics 365 (online), Dynamics CRM functionality is now included as a part of Dynamics 365, a suite of intelligent business applications. Dynamic 365 unifies customer relationship management (CRM ) and enterprise resource planning (ERP ) capabilities by delivering new applications to help manage specific business functions. Do you offer volume discounts to businesses? Yes. Discounts are available for Microsoft Dynamics enterprise agreement customers (typically 250+ licenses) who want to purchase through volume licensing. A Microsoft expert can help you explore the purchasing options for large enterprises and help you determine which is best for you. More information: Enterprise Agreements Which volume licensing programs apply to Dynamics 365 (online ) Customer Engagement? Dynamics 365 (online) Customer Engagement is available through the Enterprise Agreement, Enterprise Subscription Agreement, and Campus and School Agreement volume licensing programs. The agreement you select will be on the same billing and contract schedule as any existing volume licensing agreements that you might have. Can I move existing licenses from a direct purchase subscription to an enterprise agreement? Yes. If you who purchased Dynamics 365 (online) with a credit card or through invoicing, you can move to an enterprise agreement by following these steps: 1. Place an order through a Microsoft Licensing Solutions Partner for Dynamics 365 (online) licenses. IMPORTANT It is important to order (at minimum) the same number of licenses and add-ons that you currently have to ensure that you do not lose data. For example, if you have 50 Professional licenses, 3 additional production instances, and 5 GB of storage, be sure to order the same number of licenses and add-ons (or more).  2. Once the order has been invoiced, the Online Service Manager (OSM ) identified on the enterprise agreement will receive an activation email, which allows the OSM to sign in to the existing Dynamics 365 (online) account and associate the new licenses to it. The new order will pool with your existing licenses, but does not cancel the direct purchase subscription. NOTE If the purchase was made on an enterprise agreement that already includes Microsoft Online Services licenses, for example Office 365 or Intune, then the Dynamics 365 (online) licenses will automatically attach to that Microsoft Online Services account and cannot be associated to your existing Dynamics 365 (online) account. If the licenses need to be separated, this requires a special amendment from your Microsoft Licensing Sales Specialist.  3. To cancel the direct purchase subscription, open a Service Request through the Admin Portal to contact Billing Support and inform them that you have purchased a license through volume licensing and request them to cancel the direct purchase subscription. This step is required in order to discontinue the credit card or invoice billing.  How can I have the activation email resent? The activation email is sent to the Online Services Manager (OSM ), who is a participant identified on the enterprise agreement. If the activation email needs to be resent, call Billing Support to make the request. Please be prepared to provide company information to verify personally identifiable information (PII). WARNING The activation email can only be resent to the OSM. If the OSM is unavailable and the email needs to be sent to a different contact, please contact your Microsoft Licensing Solutions Partner to request that the OSM information be changed. Once the information is changed, you will need to make a new request to Billing Support to resend the activation email to the new OSM.  How do I add more licenses or add-ons, such as additional instances or storage when I have purchased through volume licensing? Dynamics 365 (online) customers that purchased their subscription through volume licensing have two options to add more licenses or purchase add-ons: Add them through the Volume Licensing Service Center using the License Reservation feature, which allows you to immediately add licenses or add-ons and then pay for them at the agreement anniversary time. Licenses are accessible within hours. Place an order through the standard Purchase Order process through the Microsoft Licensing Solutions Partner. Licenses are accessible in up to 12 hours after the order is processed by Microsoft. If I accidentally attach the volume licensing licenses by signing in to the wrong account, how can I move the licenses to the correct account? To reassign the account to which your volume licensing agreement licenses are attached, contact Billing Support and request to have your agreement remapped to a new account. NOTE The licenses cannot be remapped to a different account if you already own Microsoft Online Services licenses (Office 365 or Intune) on the same agreement, because all Microsoft Online Services licenses are attached to the same account.  Where do I find support for my Dynamics 365 (online ) volume licensing invoice? For assistance with a volume licensing invoice, contact your Microsoft Licensing Solutions Partner. See also Enterprise Agreements Frequently Asked Questions About Product Licensing  Billing FAQs for Dynamics 365 (online) Customer Engagement 8/24/2018 • 5 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Billing support agents for Dynamics 365 often hear similar questions from our customers. To help answer your billing and subscription management questions as quickly as possible, we've put together this list of the most frequently asked questions.  How do I find the correct Dynamics 365 (online) billing and subscription support team? Before contacting Dynamics 365 (online) services billing support, you'll need to determine which platform your Dynamics 365 (online) account is hosted on because each platform has its own billing and subscription management support team. The simplest way to do this is to match your Dynamics 365 (online) account sign-in to one of the formats listed here: Microsoft online services platform If you sign in to your Dynamics 365 (online) account with a user name that follows this format, email@contoso.onmicrosoft.com , you're on the Microsoft Online Services environment. To find a contact in billing and subscription support, you can: Find your local Dynamics 365 (online) billing support number. Microsoft commerce transaction platform If you sign in to your Dynamics 365 (online) account with a user name that follows this format, email@live.com , you're on the Microsoft commerce transaction platform. To find a contact in billing and subscription support, you can submit a query to CRMAOC@microsoft.com.  What billing activities do I need to contact Dynamics 365 (online) Billing Support to manage? The instructions in this section apply equally to subscriptions purchased for Dynamics 365 (online), Microsoft Social Engagement, as well as Office 365. You can resolve many billing-related issues by yourself, but there are some requests that only billing support can resolve. Please refer to the Billing support page if you want to do any of the following: 1. Make a change to billing frequency. 2. Make a change to payment method, that is, change from invoicing to credit card payments outside of subscription renewal. If you want to change your payment method during subscription renewal, see the next question for more information. 3. Reactivate an expired account. 4. Cancel a subscription or reduce the number of seats on a subscription. This can also be managed in the Office 365 admin portal, without having to contact Support.  5. Dispute a charge or clarify a subscription discrepancy. 6. Request a service level agreement (SLA) billing credit. 7. Correct or change a Partner of Record attachment. This can also now be self-managed through the Office 365 admin portal.  When I renew my subscription, can I change my payment method? During subscription renewal, you can move from credit card to invoice payment, but not from invoice to credit card. Please refer to the Dynamics 365 (online) tab on the Billing support page if you wish to change from invoice to credit card payments at subscription renewal time.  How do I purchase Dynamics 365 (online) through Volume Licensing? If you're interested in placing an order for Dynamics 365 (online) through Volume Licensing, you can find more information on what the best option is for you by reviewing How Volume Licensing Works. For detailed information, see Microsoft Volume Licensing Service Center.  How do I extend my Dynamics 365 (online) trial? You can now extend your free trial on a self-serve extension on the Admin portal for a one-time extension of 30 days. Alternatively, you can submit a service request via the portal or call the Billing Support toll free numbers. Please note that for self-serve extensions you're required to enter your credit card information, but your credit card won't be charged for trial extensions.  How do I migrate from Dynamics 365 (online) to the on-premises version of Dynamics 365? If your organization is considering changing from Dynamics 365 (online) to the on-premises (server-based) version of Dynamics 365, you will need to work with Technical support.  How do I cancel my Dynamics 365 (online) subscription? The instructions in this section apply to subscriptions made through Dynamics 365 (online) as well as through Office 365. You'll need to contact billing support to cancel your subscription. To contact billing support, please refer to the Billing support page. Before you call, have the following information ready: 1. Billing administrator's Microsoft account and password. 2. Organization URL and name. 3. The day that you want your subscription to Dynamics 365 (online) terminated. You should have also made the following decisions: 1. Do you want to keep your existing data? If so, you can export it to Office Excel. For more information, see Export Data to Excel. 2. Do you want to keep any Internet Marketing service campaigns running? If you're not the person who signed up for the marketing service, you must work with that person to cancel or maintain it. In addition, you can now do a self-serve cancellation of your subscription from the Admin portal.  IMPORTANT If you cancel today, this subscription will remain active until the end of the billing cycle.  How do I reactivate my expired Dynamics 365 (online) account? The instructions in this section apply to subscriptions made through Dynamics 365 (online) as well as through Office 365. To reactivate an expired Dynamics 365 (online) account, you'll need to contact billing and subscription support. Please refer to the Billing support page. If you saved your data to a Office Excel workbook before canceling your Dynamics 365 (online) account, you should be able to import the saved data.  How do I apply for a credit due to a Dynamics 365 (online) service outage? The instructions in this section are common for subscriptions made through Dynamics 365 (online) as well as through Office 365. You may be eligible for a billing credit if your online service level falls below 99.9% availability. For complete details, including a critical list of exclusions, see the Dynamics 365 Service Level Agreement. Submit a claim by contacting Billing support. To contact billing support, please refer to the Contact information for billing support page.  How do I apply for non-profit pricing? Please refer to the Non-profit pricing page for more information on how to apply.  How to change the Bill to country/region You need to create a new tenant and the desired bill-to-country/region and purchase the desired offer on the new tenant. You'll have to manually export data from the old tenant and import into the new tenant. Finally, you'll contact Billing Support to cancel your subscription. To contact billing support, please refer to the Billing support page. If you require assistance with migrating the data, contact Technical support. See also Billing support Find your Dynamics 365 administrator or support person  Contact information for billing support 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x If you're using Dynamics 365 (online) through an Enterprise Agreement (EA) or Campus Agreement/School Agreement (CASA) and need to contact Microsoft with a billing question, see Contact support for business products - Admin Help. IMPORTANT For transition related questions, dial the number for your region and then select option 2.  Troubleshoot problems 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x We're sorry you're having a problem with Dynamics 365. Use the following list of troubleshooting topics to quickly find information to solve your issue.  Outlook and email integration Frequently asked questions about synchronizing records between Dynamics 365 and Outlook Troubleshooting and monitoring server-side synchronization Best practices and things to know about server-side synchronization Monitor email processing errors  SharePoint integration Troubleshooting server-based authentication  Mobile Troubleshooting and things to know about Dynamics 365 for phones and tablets  Dynamics 365 (online) Troubleshoot sign-in problems How do I check my online service health? Help and additional resources for Dynamics 365 (online) Troubleshooting: Unblock URLs required for Dynamics 365 (online)  Billing and licensing Billing support Billing FAQs for Dynamics 365 (online) Volume licensing FAQ for Dynamics 365 (online) Customer Engagement  Security Troubleshooting: User needs read-write access to the Dynamics 365 organization  Unified Service Desk Troubleshoot Unified Service Desk  Other Troubleshoot problems with data not displaying in a report  Requirements and supported configurations 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x This section describes requirements and supported configurations for Microsoft Dynamics 365.  Microsoft Dynamics 365 (online) requirements 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Dynamics 365 (online) gives you the following options to access Dynamics 365 data: Web browser. No need to install anything to run Dynamics 365 (online) from a computer running a supported web browser. Dynamics 365 App for Outlook. An Outlook add-in that provides you with a complete set of Dynamics 365 capabilities right within Office Outlook. Dynamics 365 for phones and Dynamics 365 for tablets. Lightweight applications that let you access Dynamics 365 data on almost any web browser running on a tablet, smartphone, or non-Windows computer.  Web browser requirements You use a common web browser, such as Internet Explorer, Mozilla Firefox, Google Chrome or Apple Safari to view, add, or edit information stored in your organization's Dynamics 365 (online) database. For more information about the supported web browsers and hardware requirements, see Web application requirements for Microsoft Dynamics 365.  Mobile device requirements Users can work in Dynamics 365 (online) by using a supported browser on a mobile device, or by using Dynamics 365 for phones. For more information about the mobile experience in Dynamics 365 (online), see Set up Dynamics 365 for phones and Dynamics 365 for tablets.  Microsoft Office requirements Dynamics 365 leverages the capabilities of on-premises versions of Microsoft Office or Office 365 and integrates with Office Word and Office Excel. For more information about the supported versions of Microsoft Office, see Supported versions of Office. For full Office 365 feature integration with Dynamics 365 (online) and Dynamics 365 (on-premises), you'll need Office 365 Enterprise E3 or later. Skype for Business PSTN calling and conferencing requires Office 365 Enterprise E5. Other Office 365 plans are not supported. For more information on licensing and pricing, see: Dynamics 365 pricing Dynamics 365 Licensing Guide See also Get started administering Microsoft Dynamics 365 (online) Plan for Microsoft Dynamics 365 (online) Deployment and Administration  Plan for deployment and administration 8/24/2018 • 4 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Your Dynamics 365 (online) deployment will go more smoothly with some preliminary planning. The following table lists some of the items to consider before you start the actual deployment process. ITEM  DESCRIPTION  CONSIDERATIONS  Environment discovery  A detailed description of your organization's environment in terms of number of users, groups or teams, and the number and type of business units or divisions. Identify current Dynamics 365 data that you would like to bring into Dynamics 365 (online), and your overall data storage requirements. Include a business requirements analysis that describes your organization's expectation or requirements for a service level agreement (SLA). An SLA is an agreement between two or more parties describing the deliverables, support, and communication that each party will provide to the other. Specify your policies related to security and privacy.  Is there enough overlap in customers and products across business units to be able to work in the same Dynamics 365 data? What type of security policy does the organization already have in place? Are there any special requirements in this area? Is there a plan for business growth that could affect the number of users of Dynamics 365 (online)?  An authentication process that enables a user to access multiple systems or services through a single set of sign-on credentials. For example, implementing single sign-on for Dynamics 365 (online) in an organization's network environment means that after a user signs in to the network, that user does not have to enter credentials again when accessing Dynamics 365 (online). Note: For Office 365 subscribers, Dynamics 365 (online) instance must be in the same tenant as your Office 365 subscription. A user account in Active Directory can only sync with one tenant.  There are additional requirements to implement single sign-on, therefore, consider how important it is to your organization.  Single sign-on  Plan for enough time to do this discovery; information that comes out of this exercise can affect the way you implement the service.  More information: Manage user account synchronization  ITEM  DESCRIPTION  CONSIDERATIONS  Integration with Office 365 applications  You can significantly enhance your company's online, collaborative experience by integrating Office 365 applications with your Dynamics 365 (online) subscription. This requires a separate purchase of an Office 365 subscription  More information: What is Office 365 and how does it relate to Dynamics 365 (online)?  You'll have the best integration experience if your Office 365 subscription and Dynamics 365 (online) instance are in the same tenant. For full Office 365 feature integration with Dynamics 365 (online) and Dynamics 365 (on-premises), you'll need Office 365 Enterprise E3 or later. Skype for Business PSTN calling and conferencing requires Office 365 Enterprise E5. Other Office 365 plans are not supported. For more information on licensing and pricing, see:- Dynamics 365 pricing - Dynamics 365 Licensing Guide Administrative roles in the Microsoft Online Services environment  A number of administrative roles are available to assign to users if you manage your subscription in the Microsoft Online Services environment. Administrative roles define administrative responsibilities related to subscription management activities, for example, billing administration, password administration, and user management administration.  Consider the available administrative roles and the needs of your environment to identify the roles you want to use and the users you will choose for each role. The global administrator role is the highest level role, having all the permissions to manage any part of the subscription process. We recommend that you assign this role to more than one person so that someone is always available to manage all aspects of the subscription. Note: Administrative roles cover all subscription management functions within the service. These aren't the same as the security roles that you assign to users in Dynamics 365 (online), which are required and govern access to resources in the Dynamics 365 (online) service. See "Security roles in Dynamics 365 (online)" in this table.  Security roles in Dynamics 365 (online)  Dynamics 365 (online) uses role-based security. The security role assigned to a user determines the tasks the user is permitted to perform and the data that the user is permitted to view.  Every user must be assigned at least one security role to access Dynamics 365 (online). Note: Security roles aren't the same as administrative roles in the Microsoft Online Services environment, which cover subscription management and related activities in the Office 365 admin portal. See: Administrative roles in the Microsoft Online Services environment in this table.  ITEM  DESCRIPTION  CONSIDERATIONS  Importing data  Dynamics 365 (online) offers a wizard to help with importing Dynamics 365 data from other applications and services.  If you import data from other systems, consider the way you'll process the data to minimize errors. More information: Import data (all record types)  Product updates  Some Dynamics 365 (online) releases will include optional product updates that you can choose to enable.  Product updates may affect existing customizations in your Dynamics 365 (online) instance. Review the documentation associated with each product update before you enable it in a production environment. Additionally, some product updates, such as the sales and service process forms, can't be removed or easily reverted to the previous functionality. Therefore, you should give careful consideration before you enable a product update. More information: Manage product updates Tip: If you're unsure whether you want to enable a product update in a Dynamics 365 (online) instance used in production, sign up for a trial subscription to evaluate the new functionality. More information: Sign up for a free trial  See also Manage your Microsoft Dynamics 365 (online) subscription Microsoft Dynamics 365 (online) Requirements Grant users access to Microsoft Dynamics 365 (online) as a Microsoft Online service  Supported web browsers and mobile devices 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Users can access the Dynamics 365 Web application with the most recent versions of these popular browsers: Internet Explorer Microsoft Edge Firefox Chrome Safari For more detailed information about supported browsers, see Web application requirements for Dynamics 365. For a mobile device, such as an iPad or smartphone, the following apps are available: Dynamics 365 for iPad Dynamics 365 for Windows 8 For more detailed information about supported phones and tablets, see Microsoft Dynamics 365 mobile and tablet device support. NOTE Users who try to view Dynamics 365 on an unsupported browser may be redirected to a mobile experience. For Dynamics 365 (online), version 9.0 and later, users are redirected to the Unified Interface experience. For more information see Unified Interface Overview. For versions earlier than Dynamics 365 (online), version 9.0, users are redirected to CRM for phones express. This is a basic service that has limited functionality, and isn't intended to serve as a substitute for the full feature set of Dynamics 365. We recommend that users choose a supported browser or a Dynamics 365 app specific to the device. If you have added content to forms or dashboards in an iFrame, you might have implemented security restrictions around certain actions in that content, such as external links. Keep in mind that in Firefox, this security restriction code will likely be unsupported.  Known issues when you run Microsoft Dynamics 365 with certain web browsers This section describes the known issues when you run Dynamics 365 in a web browser. Limited copy and paste support in Firefox and Chrome Copy and paste functionality by using the clipboard is not yet fully supported on the Firefox and Chrome web browsers; the Copy a Link button at the top of the page may not function as expected. You receive an error opening an Excel worksheet when you use Safari If you export an Office Excel worksheet as a Dynamic Worksheet while using Safari, you may receive an error  when trying to open the file. To remedy this, right-click the file, click Get Info, and, under Open With, select Excel. See Also Key preparation and configuration tasks Supported web browsers and mobile devices - earlier versions  Web application requirements 9/8/2018 • 4 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x This section lists the hardware and software requirements for the Dynamics 365 (on-premises) and Dynamics 365 (online) web and mobile device client applications.  Dynamics 365 web application hardware requirements The following table lists the minimum and recommended hardware requirements for the Dynamics 365 web application. COMPONENT  MINIMUM  RECOMMENDED  Processor  1.9 gigahertz (GHz) x86- or x64-bit dual core processor with SSE2 instruction set  3.3 gigahertz (GHz) or faster 64-bit dual core processor with SSE2 instruction set  Memory  2-GB RAM  4-GB RAM or more  Display  Super VGA with a resolution of 1024 x 768  Super VGA with a resolution of 1024 x 768  Running Dynamics 365 on a computer that has less than the recommended requirements may result in inadequate performance. Additionally, satisfactory performance may be experienced running systems that use a different hardware configuration than those published here—for example, a system with a modern quad-core processor, lower clock speed, and more RAM. Network requirements Dynamics 365 is designed to work best over networks that have the following elements: Bandwidth greater than 50 KBps (400 kbps) Latency under 150 ms Notice that these values are recommendations and don't guarantee satisfactory performance. The recommended values are based on systems using out-of-the box forms that aren't customized. If you significantly customize the out-of-box forms, we recommend that you test the form response to understand bandwidth needs. More information: Verify network capacity and throughput for Dynamics 365 clients Network requirements when you use Dynamics 365 interactive service hub experience The Dynamics 365 interactive service hub experience is designed to work best over networks that have the following elements: Bandwidth greater than 1Megabit per second (125 KBps/Kilobyte per second) Latency under 150 ms Notice that the suggested network requirements include the metadata download needed for first run or newly published customizations. The Dynamics 365 interactive service hub typically requires more bandwidth when metadata has to be downloaded. These values are recommendations and don't guarantee satisfactory  performance. The values are based on systems using uncustomized, out-of-the box forms. If you significantly customize the out-of-box forms, we recommend that you test the form response to understand bandwidth needs.  Supported versions of Internet Explorer and Microsoft Edge The following table describes the Windows and Internet Explorer or Microsoft Edge versions supported for use with the Dynamics 365 web application. WINDOWS VERSION  INTERNET EXPLORER 10  INTERNET EXPLORER 11 3  MICROSOFT EDGE  Windows 10  Not supported 1  Supported  Supported  Windows 8.1  Not supported 1  Supported  Not supported  Windows 8  Limited support 2  Not supported 1  Not supported  Windows 7  Limited support 2  Supported  Not supported  1 This version of Windows doesn't support the version of Internet Explorer. More information:  Internet Explorer 11  – FAQ for IT Pros 2 Supported with the classic web application. Not supported with Unified Interface apps. 3 Check requirements for individual apps, such as Customer Service Hub application requirements. IMPORTANT Although you may be able to use Internet Explorer 8, Internet Explorer 9, or an Internet Explorer and Windows combination that is not supported in the previous table, those web browsers are not recommended and are not supported with this version of Dynamics 365. Using plug-ins or other third-party extensions in your browser can increase load times on pages with lists of data.  Supported non-Internet Explorer web browsers The Dynamics 365 web application can run in any of the following web browsers running on the specified operating systems: Mozilla Firefox (latest publicly-released version) running on Windows 10, Windows 8.1, Windows 8, or Windows 7 Google Chrome Google Chrome (latest publicly-released version) running on Windows 10, Windows 8.1, Windows 8, Windows 7, or Google Nexus tablet Google Chrome (latest publicly-released version) running on Mac OS X 10.8 (Mountain Lion), 10.9 (Mavericks), or 10.10 (Yosemite) Apple Safari (latest publicly-released version) running on Mac OS X 10.8 (Mountain Lion), 10.9 (Mavericks), 10.10 (Yosemite), or Apple iPad To find the latest release for these web browsers, visit the software manufacturer's website. IMPORTANT Using plug-ins or other third-party extensions in your browser can increase load times on pages with lists of data. Mozilla Firefox ESR (Extended Support Release) versions aren't supported.  Supported versions of Office To use Dynamics 365 with Microsoft Office integration features, such as Export to Excel and Mail Merge, you must have one of the following Microsoft Office versions on the computer that is running the Dynamics 365 web application: Office 365 Office 2016 Office 2013 Office 2010 For full Office 365 feature integration with Dynamics 365 (online) and Dynamics 365 (on-premises), you'll need Office 365 Enterprise E3 or later. Skype for Business PSTN calling and conferencing requires Office 365 Enterprise E5. Other Office 365 plans are not supported. For more information on licensing and pricing, see: Dynamics 365 pricing Dynamics 365 Licensing Guide  Printing reports The Reporting ServicesMicrosoft ActiveX control is required to print reports. If you try to print a report and the control isn't installed, you'll be prompted to install it. The installer package is named RSClientPrint.cab and can found on the SQL Server Reporting Services server at                            :\Program files\Microsoft SQL Server\                              \Reporting Services\ReportServer\bin.  Transport Layer Security (TLS) requirement With the Dynamics 365 (online), version 9.0, web browsers and other client applications that only use Transport Layer Security (TLS ) versions earlier than TLS 1.2 will be unable to connect to their Dynamics 365 (online) instances and the Dynamics 365 admin center. For more information, see these blog posts: Updates coming to Dynamics 365 Customer Engagement connection security TLS 1.2 support at Microsoft See also Supported web browsers and mobile devices  Support for devices 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x For information about Dynamics 365 support for mobile devices, see What's supported in the Phones and Tablets Administrator Guide.  Manage subscriptions, licenses, and user accounts 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x As a Microsoft Online Services environment administrator, you manage the Dynamics 365 (online) subscription, including billing and payments, user licenses, accounts and registration. You do these tasks in the Office 365 admin center. See also Manage Microsoft Dynamics 365 (online) instances Terminology used in the product and documentation  Reset a user's password 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x If a user loses a password, you can reset it. To reset a user's password, you must be a Microsoft Online Services environment global administrator, user management administrator, or password administrator. For step-by-step instructions, see Reset a User's Password. NOTE The reset password is temporary. The user must change the temporary password at the next sign in. To help users meet the requirements for creating a new password in the Microsoft Online Services environment, see Set a user's password expiration policy.  See also Manage subscriptions, licenses, and user accounts  Manage email notifications to admins 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x The Dynamics 365 (online) service team regularly sends email notifications to the administrators in your Dynamics 365 organization. Now, with a simple approach of mailbox rules, you have complete control over who should receive these email communications. As an administrator, you can set up mailbox rules to automatically redirect email communications from Dynamics 365 (online) (crmoln@microsoft.com) to additional recipients that you choose. For example, you can add to the list of recipients: People outside of your Dynamics 365 organization, such as your partners. People inside and outside of your company. All redirected emails retain the original sender context, such as Dynamics 365 (online) (crmoln@microsoft.com). You can automatically redirect the email notifications in Exchange Server 2010 or later versions. You can also set up automatic email redirection in the following deployments: Microsoft Exchange Server on-premises deployment Office 365 – Exchange Online service Hybrid deployment: Exchange Server on-premises and Office 365 subscription with Exchange Online Email deployments other than Exchange If you have been added as an additional recipient, and you want to stop receiving email notifications, please contact your Dynamics 365 admin. If you're not sure who your Dynamics 365 admin is, see: Find your Dynamics 365 administrator or support person. For more information, download the white paper: Create your Mailbox rule  Send email notifications to multiple recipients By default, Dynamics 365 admins will receive update notifications. You can add others to receive update notifications. 1. Sign in to https://portal.office.com. 2. On the Office 365 menu bar, click Admin centers > Dynamics 365 > Instances tab. 3. Choose an instance that has notifications you want to change. 4. Click Notifications.  5. Enter the email addresses of people to receive update notifications for the selected instance and click Save.  See also Blog: Managing Email notifications in Microsoft Dynamics CRM Online Blog: Identifying Your Microsoft Dynamics CRM Online Administrator(s)  Purchase and assign Dynamics 365 (online) licenses 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Dynamics 365 introduces a new licensing model with choices that extend to pricing with Dynamics 365. Get monthly plans—with apps packaged for savings—or standalone applications. Opt for full or light use. And select the edition that meets the needs of your large or small business, now and down the road. TIP Get started with the following resources: Important information for CRM Online customers Download: Dynamics 365 Licensing Guide Video: How to buy Dynamics 365 Dynamics 365 Pricing Download: Microsoft Dynamics 365 Licensing Guide  Purchase a Dynamics 365 (online) license 1. Browse to the Office 365 admin center and sign in as a global admin. 2. Click Billing > Purchase Services.  3. Select the subscription that best fits your company's Dynamics 365 needs. 4. Click Buy now and then follow the steps to purchase a new license.  Assign a license to a user 1. Browse to the Office 365 admin center and sign in as a global admin. 2. Click Users > Active users. 3. Select multiple users, and then click Edit product licenses.  4. Click Replace existing product license assignments, and then click Next. 5. Turn on the license for your Dynamics 365 plan.  6. Click Replace, and then click Close twice. 7. Review the license status on the Active users page and make other assignments as needed.  PowerApps licensing On March 21, 2018, we introduced PowerApps integration with Dynamics 365 for Customer Engagement. See the blogs PowerApps Spring Update and What's new in the Dynamics 365 admin center. Dynamics 365 and PowerApps are now based on the same platform that powers Dynamics 365. PowerApps users appear as users in Dynamics 365 via Settings > Security > Users. What users can do and the security role assigned to them is scoped to PowerApps and Flow applications managed by environment administrators. See Configure environment security. PowerApps users can be licensed in multiple ways. They can be assigned a license by a Global administrator of PowerApps, Flow or many of the Office 365 user licenses (almost all Office 365 user license types) that include PowerApps capabilities. PowerApps users can also be licensed via self-serve sign-up. See Manage licenses in my org. TIP You can use security groups to control which licensed users can be a member of a particular instance by assigning a security group to your Dynamics 365 (online) instances. See Control user access to instances: security groups and licenses.  See also Important information for CRM Online customers Manage Microsoft Dynamics 365 (online) licenses Manage subscriptions, licenses, and user accounts Onboard your organization and users to Dynamics 365 (online) Business apps in Dynamics 365  Manage licenses 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x When you purchase a subscription to Dynamics 365 (online), you receive a set of licenses to assign to users. Only licensed users are allowed access to the online service. You must assign a license to every user who will use the service. A license conflict occurs if your organization has more users than licenses. TIP Get started with the following resources: Important information for CRM Online customers Download: Dynamics 365 Licensing Guide  Running out of Dynamics 365 (online) licenses? If you are running out of licenses, you have several options: Add licenses to your subscription and then assign licenses to users. For step-by-step instructions for adding licenses to a subscription that is managed through Microsoft Online Services, see Manage licenses. Remove licenses from other users. This disables the user account in Dynamics 365 (online) and frees up the license so that you can re-assign it. For step-by-step instructions for removing a license that you manage through Microsoft Online Services, see Manage licenses. Remove a user account by deleting it. This disables the user account in Dynamics 365 (online) and frees up the license so that you can re-assign it. TIP Delete the user accounts of people who leave your company. This frees up the licenses so that you can re-assign them.  For step-by-step instructions about deleting a user account that you manage through Microsoft Online Services, see Delete or restore users. If a license conflict occurs because your credit card information has become outdated in Microsoft Online Services, you can renew your subscription by updating the credit card information, for example, by updating the card's expiration date, or by adding a new credit card. For step-by-step instructions for updating credit card information, see Update your credit card information.  IMPORTANT Signing out of the Office 365 Admin Center doesn't sign you out of Dynamics 365 (online). You must do that separately.  To cancel your subscription to Dynamics 365 (online) for any reason, call Billing Support at the phone number listed for your country or region here: Billing Support and Phone Numbers. NOTE If you don't have access to a phone, you may submit your cancellation request as a service request. To enter the service request, sign in to your account, and then, under Support, click or tap Service Requests. In the Problem Description area, fill out the form for a new service request by choosing Cancel subscription.  IMPORTANT Save your Dynamics 365 (online) data to a location where you can retrieve it later, if needed.  See also Important information for CRM Online customers Manage subscriptions, licenses, and user accounts Create users and assign Microsoft Dynamics 365 (online) security roles  Manage user account synchronization 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Because Dynamics 365 (online) user identities are provisioned through Microsoft Online Services, you have multiple options for managing user synchronization between your online and on-premises environments.  Decide on a user management approach You can choose from three main identity models in Office 365 when you set up and manage user accounts: 1. Cloud identity. Manage your user accounts in Office 365 only. No on-premises servers are required to manage users; it's all done in the cloud. 2. Synchronized identity. Synchronize on-premises directory objects with Office 365 and manage your users on-premises. You can also synchronize passwords so that the users have the same password onpremises and in the cloud, but they will have to sign in again to use Office 365. 3. Federated identity. Synchronize on-premises directory objects with Office 365 and manage your users on-premises. The users have the same password on-premises and in the cloud, and they do not have to sign in again to use Office 365. This is often referred to as single sign-on. It's important to carefully consider which identity model to use to get up and running. Think about time, existing complexity, and cost. These factors are different for every organization. Your choice is based largely on the size of your company and the depth and breadth of your IT resources. Review the following resources to equip you to make the right decision for your company: Understanding Office 365 identity and Azure Active Directory What is Azure AD Connect? Office 365 integration with on-premises environments  Tip for admins: provide a single sign-on organization URL for your users If you've deployed synchronization with single sign-on (option 3 above), you can provide a URL to your users that takes advantage of your company's Active Directory and simplifies the sign-in experience. The URL follows this pattern: https://.crm.dynamics.com?whr=                                    You can get the                                                                          by looking at the URL you use to access Dynamics 365 (online). For example, in https://contoso.crm.dynamics.com, contoso is                                      .  IMPORTANT The following URLs would be used for subscriptions hosted in these locations. LATAM/SAM: https://.crm2.dynamics.com?whr=                                            CAN: https://.crm3.dynamics.com?whr=                                                EMEA: https://.crm4.dynamics.com?whr=                                                    APAC: https://.crm5.dynamics.com?whr=                                                        OCE: https://.crm6.dynamics.com?whr=                                                            JPN: https://.crm7.dynamics.com?whr=                                                                IND: https://.crm8.dynamics.com?whr=                                                                    United States of America Government: https://< yourCRMorganizationname>.crm9.dynamics.com?whr=                                                                                                                                          UK: https://.crm11.dynamics.com?whr=                                                                          DEU: https://.crm.microsoftdynamics.de?whr=                                                                              You can get the Federation Service identifier for your organization by using the following steps: 1. On the server that is running AD FS 2.0, click or tap Start > Administrative Tools > AD FS 2.0 Management. 2. In the console tree, right-click or tap AD FS 2.0, and then click or tap Edit Federation Service Properties. 3. Select the General tab. Make note of your Federation Service identifier. For example: http://sts1.fabrikam.com/adfs/services/trust Your URL should look like: https://contoso.crm.dynamics.com? whr=http://sts1.fabrikam.com/adfs/services/trust Send this URL to your Dynamics 365 (online) users and encourage them to bookmark it.  Grant users access 8/24/2018 • 5 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x To have users up and running in Dynamics 365 (online), you complete some administrative tasks in the Office 365 Admin Center—which you generally do only once—followed by administrative tasks in Dynamics 365 (online). Dynamics 365 (online) is an online service subscription. When you signed up for this service, you received a set of licenses with your subscription, one license for each user. You can purchase additional licenses if you need them. As described in step one that follows, in the Office 365 Admin Center, register your users so that they are recognized in the Microsoft Online Services environment, assign a license to each user, and then assign administrative roles to the users you choose to fill those roles. More information: Assigning admin roles In Dynamics 365 (online), populate the service with your organization's data, including users and their security roles, business units, and any existing Dynamics 365 data that you want to import from other applications or services. If your organization uses business units, assign users to the appropriate business unit, and then assign a security role to each user. Dynamics 365 (online) includes predefined security roles that aggregate a set of user permissions to simplify user security management. An organization can define additional roles or edit predefined security roles to meet its unique security needs. For more information about security roles in Dynamics 365 (online), see Security roles and privileges. IMPORTANT Users can't access Dynamics 365 (online) until they've been assigned at least one security role. See Step Two: Assign security roles in Dynamics 365 (online).  Differences between the Microsoft Online services environment administrative roles and Dynamics 365 (online) security roles Administrative roles are available to assign to users in the Office 365 admin portal. The administrative roles cover a set of rights and permissions related to managing the service subscription, such as adding users and assigning licenses. The global administrator role has rights to control every aspect of the subscription and to add subscriptions to other online services. The password administrator role has rights to reset a user's password, create service requests, and monitor the service. Security roles are assigned within Dynamics 365 (online) and cover rights and permissions-related aspects, for example, permission to update records or to publish customizations. The roles are similar in that both types contain aggregated sets of permissions that allow access to some items and not to others, and that allow some actions to be taken but not others. The roles are different in that the first one applies to the management of the subscription but not to the service itself, and the second applies only within the service. Using roles is a powerful way to group a set of rights that are common to a job title or business unit. This way, the administrator can grant a whole set of permissions to users simply by assigning a user or group of users to a given role.  Step One: Provision users, and assign licenses and administrative roles in the Office 365 admin center Your organization's subscription to Dynamics 365 (online) provides access to the Office 365 Admin Center through a global administrator account. The global administrator manages every aspect of the subscription and may add subscriptions to other Microsoft Online Services. As the global administrator for your organization, one of your first tasks is to create users in the Office 365 Admin Center. This registers users in the system and enables users to be licensed to use services available within the online service environment. You decide which service you want your users to have by assigning a license for that service to a user. For instructions about creating users in the Microsoft Online Services environment, see Create or edit users in Office 365. For instructions about assigning a license to a user, see Assign or remove licenses, or view a list of unlicensed users. During your planning phase, you might have identified a set of key administrative roles that you want to fill. More information: Plan for Microsoft Dynamics 365 (online) deployment and administration. Because the administrative roles provide coverage for administrative tasks when the global administrator is not available, it's a best practice to assign these roles to users, including assigning the global administrator role to a second user. More information: Assigning admin roles and Permissions in Office 365. The online service sends an invitation to each user After you set up a user in the Office 365 Admin Center, that user receives an email invitation with a link and a password for the Microsoft Online Services environment. The credentials in the invitation provide access to the portal and to documentation. However, the users who receive these invitations can't access Dynamics 365 (online) until you complete step two in this process.  Step Two: Assign security roles in Dynamics 365 (online) Sign in to Dynamics 365 (online) and add business units (if your organization needs more than one business unit), and assign security roles and business units to users. The users you registered with the online service in step one are automatically added to Dynamics 365 (online). After you assign at least one security role to a user, that user can click the link in the email invitation, enter credentials, and begin using Dynamics 365 (online). More information: Assign a security role to a user. IMPORTANT Before you start adding information to Dynamics 365 (online), we recommend that you turn off or disable your browser's pop-up blocker. Pop-up blockers can block data-entry dialog boxes in Dynamics 365 (online). For more information about browser and other settings for improved product performance, see Key preparation and configuration tasks.  You might have Dynamics 365 data located in other systems. In your planning phase, you considered how you'll import this data. Before you invite users into Dynamics 365 (online), ensure that you have completed the data migration process. More information: Import data (all record types). See also Get started administering Microsoft Dynamics 365 (online) Plan for Microsoft Dynamics 365 (online) deployment and administration Manage subscriptions, licenses, and user accounts Import data (all record types)  Restrict access with trusted IP rules 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can limit access to Dynamics 365 (online) to users with trusted IP addresses to reduce unauthorized access. When trusted IP address restrictions are set in a user's profile and the user tries to log in from an untrusted IP address, access to Dynamics 365 (online) is blocked. Requirements A subscription to Azure Active Directory Premium. A federated or managed Azure Active Directory tenant. Federated tenants require that multi-factor authentication (MFA) be enabled.  Additional security considerations IP restriction is only enforced during user authentication. This is done by the Azure Active Directory Conditional Access capability. Dynamics 365 (online) sets a session timeout limit to balance protecting user data and the number of times users are prompted for their sign-in credentials. Trusted IP restriction for devices (including laptops) is not applied until the Dynamics 365 (online) session timeout expires. For example, a trusted IP restriction is setup to only allow access to Dynamics 365 when users are working from a corporate office. When a Dynamics 365 user signs in into Dynamics 365 using their laptop from their office and establishes a Dynamics 365 session, the user can continue to access Dynamics 365 after leaving the office until the Dynamics 365 session timeout expires. This behavior also applies to mobile and offsite connections such as: Dynamics 365 for phones and tablets, and Dynamics 365 App for Outlook.  Create security group (optional) You can restrict access to all Users or groups of users. It's more efficient to restrict by a group if only a subset of your Azure Active Directory (AAD ) users are accessing Dynamics 365 (online). 1. Sign in to your Azure portal. 2. Click Browse > Active Directory, and then select your Dynamics 365 (online) directory. 3. Click Groups > Add Group, and then fill in the settings to create a new group.  4. Click the group you created and add members.  Create a location based access rule Access restriction is set using Azure Active Directory (AD ) Conditional Access. See Getting started with conditional access to Azure AD. You control Conditional Access through an access rule. NOTE Setting Conditional Access is only available with an Azure Active Directory Premium license. Upgrade your Azure AD to a Premium license in the Office 365 admin center (https://portal.office.com > Billing > Purchase services).  1. Sign in to your Azure portal. 2. Click Browse > Active Directory, and then select your Dynamics 365 (online) directory. 3. Click Applications, and then click the Dynamics 365 Online web application.  4. Click Configure.  5. Set the following on the Properties page: a. Set Enable Access Rule to On. b. Optional: Set Apply to to Groups. c. Optional: Click Add Group to select a group. d. Set Rules to Block access when not at work.  e. Click Save > OK. f. Click Click here to define/edit your work network location.  6. Enter trusted IP addresses (using CIDR notation).  7. Click Save. See also How to set Azure Active Directory device-based conditional access policy for access control to Azure Active Directory connected applications  Invite users with Azure Active Directory B2B collaboration 8/24/2018 • 4 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can invite other users to access your Dynamics 365 (online) instance. The Office 365 Global admin can do this through the Azure portal. Invited users can access your Dynamics 365 (online) instance using their own login credentials once a Dynamics 365 license and a security role are assigned to them. You don't need to create a new user account and temporary password for these invited users in your own Office 365 tenant.  Requirements To send business-to-business (B2B ) user invitations, you must have an Azure Active Directory Global admin role. To bulk- invite users, get the latest Azure Active DirectoryPowerShell which can be downloaded from the PowerShell module's release page.  Incompatibilities The following Dynamics 365 features are not supported for B2B invited users. 1. Unified Service Desk client Invited users will not be able to use the Unified Service Desk client to log into the host tenant's Dynamics 365. 2. Dynamics 365 App for Outlook Invited users will not be able to use their own tenant email addresses when performing email related transactions in the host Dynamics 365 instance. Server-side synchronization of invited users' incoming and outgoing emails are not supported as there can be complications, especially for invited users who are already syncing their emails in their own Dynamics 365 tenant. 3. Invited users cannot perform email activity using their own email address. Dynamics 365 (online) only synchronizes incoming and outgoing emails from Microsoft Exchange Online that is hosted in the same Office 365 tenant. 4. Office 365 Groups Office 365 Groups for Dynamics 365 connects a group to Dynamics 365 (online). Data (including new conversations and documents) are stored in the Exchange and/or SharePoint system. Since invited users belong to a different Office 365 tenant, the invited users do not have permission to create Office 365 Groups in the invited-to Office 365 tenant. However, they can participate in the Office 365 Groups conversations as a guest in their Outlook Inbox, but not within Dynamics 365 (online).  Invite a user You can add users to Dynamics 365 through Azure Active Directory B2B user collaboration. Global admins and limited admins can use the Azure portal to invite B2B collaboration users to the directory, to any security group, or  to any application. Admins can use one of the following methods to invite B2B users to their Dynamics 365 instance: 1. Invite users to your Dynamics 365 instance that has a security group. See Admins adding guest users to a group. See Control user access to instances: security groups and licenses on how to use security groups for your Dynamics 365 instances. 2. Invite users to your Dynamics 365 instance that does not have a security group. See Admins adding guest users to the directory. 3. Bulk-invite guest users using a .csv file. See PowerShell example. Your invited user will receive an email invitation to get started with B2B user collaboration.  When your user accepts the invitation by clicking on the Get Started link on the invitation email, they will be prompted to accept the invitation.  NOTE Until you add a license to the user account, the user will not have access to Dynamics 365 (online). Follow the steps below to add a Dynamics 365 license through the Azure portal.  Update user's name and usage location To assign a Dynamics 365 (online) license, the invited user's Usage location must be specified. Admins can update the invited user's profile on the Azure portal.  1. Go to Azure Active Directory > Users and groups > All users. If you don't see the newly created user, refresh the page. 2. Click on the invited user, and then click Profile.  3. Update First name, Last name, and Usage location.  4. Click Save, and then close the Profile blade.  Assign invited users a Dynamics 365 license and security role Assign your invited users a Dynamics 365 (online) license and security role so the user can use Dynamics 365. 1. Go to Azure Active Directory > Users and groups > All users. If you don't see the newly created user, refresh the page. 2. Click on the invited user, and then click Licenses.  3. Click Assign. 4. Click Configure required settings. 5. Select the Dynamics 365 product to license.  6. Click Select, and then click Assign. Next, assign the invited users with appropriate security roles for the Dynamics 365 instance so they can access it. See Create users and assign Dynamics 365 (online) security roles.  Update invited user's email address in the invited-to Dynamics 365 instance If you're using a version prior to Dynamics 365, you need to update the invited user's email address. In Dynamics CRM, go to Settings > Security > Users. Select a user, and then update the invited user's email address.  Approve email or enable mailbox (not supported) Since server-side synchronization is not supported, Dynamics 365 System admins cannot approve an invited email address or mailbox since emails cannot be synced from the invited user's Microsoft Exchange.  Notify your invited users To complete the user invitation, notify your invited users and provide them with the URL for the instance they are invited to (for example, https://contoso.crm.dynamics.com). See also  Azure AD B2B Collaboration is Generally Available! Azure Active Directory B2B collaboration code and PowerShell samples Azure Active Directory B2B collaboration frequently-asked questions (FAQ ) Azure Active Directory B2B Collaboration Azure AD B2B: New updates make cross-business collab easy  Global and Service administrators can administer without a license 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x By default, all Office 365 Global administrators and Office 365 Service administrators who do not have a Dynamics 365 (online) license are granted the following two levels of permission in Dynamics 365 (online). System administrator security role Administrative access mode The system administrator security role is typically granted to Dynamics 365 administrators giving them unrestricted access to the administrative (Settings) areas, which are used for managing and configuring features of Dynamics 365. Administrative access mode limits access to those areas of Dynamics 365 used to configure or customize the system. To give these administrators access to additional areas, such as the Sales, Marketing, and Service areas, a Dynamics 365 (online) license must be added to the Office 365 Global administrator or Office 365 Service administrator user account, by using the Office 365 Admin Center. Note that Administrative access mode cannot be changed on the user form in the Dynamics 365 (online) application.  Create a Dynamics 365 administrator account 1. Sign in to the Office 365 admin center, and then choose Users > Active Users. 2. Select an existing user in the list. If you want to create a new administrative user, see Create or edit users and Assigning admin roles. 3. Next to Product licenses, click Edit. 4. Make sure a Dynamics 365 (online) license is not assigned to this user, and then click Save. IMPORTANT Unlicensed Office 365 Global and Service administrators have access to the administrative areas of Dynamics 365 (online). However, if the administrator also needs access to additional areas of Dynamics 365 (online) you must select a Dynamics 365 (online) license for the user.  5. Next to Roles, click Edit and then click either Global administrator or Customized administrator > Service administrator. For more information about these roles, see Assigning admin roles. 6. Enter an alternate email address, and then click Save. See also Manage subscriptions, licenses, and user accounts  Cancel your subscription 8/24/2018 • 3 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x We are sorry that you are considering canceling your subscription with Dynamics 365. This topic contains information you'll need before you cancel your subscription. For additional details, see Section 4 of the Microsoft Dynamics 365 Online Service Agreement.  Before you call Before you call, make sure that you have the following information ready: Billing administrator's Microsoft account and password Organization URL and name The day that you want your subscription to Dynamics 365 terminated You should have also made the following decisions: Do you want to keep your existing data? Do you want to keep any Internet Marketing service campaigns running? If you aren't the person who signed up for the service, you must work with that person to cancel or maintain it.  Canceling your Dynamics 365 subscription If you have been using Dynamics 365 for training, demonstrations, or testing and you don't want to keep any of your data, you can simply contact billing support with the information in Before you call. On the Billing and subscription support page select Dynamics 365 (online). If you want to save your data, you need to also do the following: If you want to keep the data, you can export the data. For more information, see Export Data to Excel. If you want to keep your Internet Marketing service campaigns running, don't delete the activities. Search engine ads will continue to run. After the Dynamics 365 cancellation, you can cancel or manage the campaigns from Microsoft Ad Center. To stop the search engine ads, delete or pause all your current Internet Marketing service campaign activities. This will also stop the billing from Microsoft Ad Center with Dynamics 365. Sign in to Microsoft Ad Center with your Microsoft Ad Center credentials to cancel the account.  Canceling your Dynamics 365 (online) subscription as part of your migration to Dynamics 365 (on-premises) If you have decided to migrate to Dynamics 365 (on-premises Edition), you first migrate your data and then cancel your Microsoft Dynamics 365 subscription. To begin the migration process, you will need to work with one of the following Microsoft support teams. If you're on the Microsoft Online Services platform for Dynamics 365 (online) (most customers are), contact Technical support.  If you're on the Microsoft Commerce Transaction Platform, contact Billing support. Select the Dynamics 365 (online) tab on the Billing and subscription support page for help to determine which platform you are on. Dynamics 365 customer service will process your request, transfer your data to a secure site at the requested time, and notify your IT department that the data is available to be downloaded. When migration is complete, you then cancel your Microsoft Dynamics 365 subscription. More information: Billing FAQs for Dynamics 365 (online).  Canceling only the Internet Marketing service If you're the billing administrator for an Internet Marketing service campaign used by a Microsoft Dynamics 365 subscription, you can cancel it even if you aren't the billing administrator of the Dynamics 365 organization. To stop the search engine ads, delete or pause all your current Internet Marketing service campaign activities. This will also stop the billing from Microsoft Ad Center with Dynamics 365. Sign in to Microsoft Ad Center with your Microsoft Ad Center credentials to cancel the account.  Changing your mind You have 30 days to reverse the cancellation and start using Dynamics 365 again. Contact Billing and subscription support with the same information you used to cancel your subscription. You can't re-instate a canceled Internet Marketing service campaign, but you can sign up again. For more information, see the Service Agreement. See also  Use the service admin role to manage your tenant 10/19/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x To help you administer Dynamics 365 (online), you can assign users to manage Dynamics 365 at the tenant level without having to assign the more powerful Office 365 global admin privileges. Users with the Dynamics 365 (online) service admin role can: Sign in to and manage multiple Dynamics 365 (online) instances. If an instance uses a security group, a service administrator would need to be added to the security group in order to manage that instance. Perform admin functions in Dynamics 365 because they have the Dynamics 365 system admin role. The service admin must be assigned a Dynamics 365 license. A Dynamics 365 (online) service admin cannot do functions restricted to the Office 365 global admin such as manage user accounts, manage subscriptions, access settings for Office 365 apps like Exchange or SharePoint. NOTE The Dynamics 365 (online) service admin can manage instances of version 8.1 (Dynamics CRM Online 2016 Update 1) or later.  Here's a matrix of what's available with the various Office 365 roles. OFFICE 365 ROLE / FEATURE  Office 365 global admin  BACKUP & RESTORE  Yes  SANDBO X COPY  CONFIGU RE NEW INSTANC ES  MANAGE AN INSTANC E  ADD DYNAMI CS 365 LICENSES  APPROVE DYNAMI CS 365 EMAILS 1  ACCESS SUPPORT REQUEST S  ACCESS SERVICE HEALTH  ACCESS MESSAGE CENTER  Yes  Yes  Yes  Yes  Yes  Yes  Yes  Yes  OFFICE 365 ROLE / FEATURE  SANDBO X COPY  CONFIGU RE NEW INSTANC ES  MANAGE AN INSTANC E  ADD DYNAMI CS 365 LICENSES  APPROVE DYNAMI CS 365 EMAILS  ACCESS SUPPORT REQUEST S  ACCESS SERVICE HEALTH  ACCESS MESSAGE CENTER  n/a  n/a  n/a  n/a  n/a  n/a  n/a  Yes  Yes  Office 365 service admin  No  No  No  No  No  No  Yes  Yes  Yes  Office 365 user  No  No  No  No  No  No  No  No  No  Dynamic s 365 service admin  Yes  Yes  Yes  Yes  No  Yes1  Yes  Yes  Yes  BACKUP & RESTORE  Exchang e admin  1To approve emails for  Dynamics 365 (online), a Dynamics user requires the Approve Email Addresses for Users or Queues privilege and the Office 365 global admin role or the Dynamics 365 service admin role. The Dynamics 365 service admin User Principal Name (UPN ) must match the email address in Dynamics 365. If the email address and the UPN are different then only an Office 365 global admin can approve the email address. To approve emails for Dynamics 365 (on-premises), a Dynamics user requires the Approve Email Addresses for Users or Queues privilege. A system admin can assign the Approve Email Addresses for Users or Queues privilege to any security role and assign the security role to any user. To manually assign the Approve Email Addresses for Users or Queues privilege to a security role: 1. In Dynamics 365, go to Settings > Security > Security Roles. 2. Select a security role, and then select the Business Management tab. 3. Under Miscellaneous Privileges, set the privilege level for Approve Email Addresses for Users or Queues. See also Manage Microsoft Dynamics 365 (online) instances Manage subscriptions, licenses, and user accounts  Add a Partner of Record (POR) to your subscription 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can choose to work with a designated Microsoft partner who can provide the sales and technical expertise you need to help set up, customize, deploy, and administer your Dynamics 365 instances. You can find a designated Partner of Record (POR ) on the Microsoft Partner Center site. Once you find a partner, request their Microsoft Partner ID and designate them in the Office 365 Admin Center.  Add a partner at time of purchase 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. 2. Click Billing > Purchase Services.  3. Select a subscription, click Buy now.  4. Fill in the number of users and a promo code, if you have one, then click Next. 5. Under Account, click Add and then fill in the partner information.  Add a partner to an existing subscription 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. 2. Go to Billing > Subscriptions and select a subscription.  3. Under Active, click More actions > Add partner of record, and then fill in the partner information.  See also Add, change, or delete a subscription advisor partner Purchase and assign Dynamics 365 (online) licenses  For partners -- Get the credit when your customers subscribe 8/24/2018 • 7 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x As a Dynamics 365 partner, you can help your customer sign up for a Microsoft Dynamics 365 subscription. You can customize and set up their organization for them, and reduce their effort to get started. After signing up, you can designate your company as the customer's partner of record. As the partner of record, you can help to ensure that your customer has a great trial experience and start them down the path toward success with Dynamics 365. This document describes in detail the tasks you must complete to sign up for Dynamics 365 on behalf of your customer. It also describes the tasks a customer must do to remove your administrative privileges from the customer's company to ensure that they won't be charged for your access after the trial is complete.  Sign up for a free trial subscription Using a Microsoft account, which can be your ID or your customer's, sign up for a free trial of Dynamics 365. The free 30-day trial subscription includes 20 user licenses and 5 gigabytes (GB ) of storage. You can activate your customer's trial subscription as a paying subscription at any time during the first 30 days. If you sign up for the trial subscription using your customer's Microsoft account, you won't need to worry about transferring ownership of the account later on. IMPORTANT When signing up for the free trial, note the following: Make sure to select the correct country/region for your customer. The country/region is important for setting up your customer's billing. If the customer doesn't have a billing address in the country/region you select, their account can't be activated later. When you accept the terms of service, you're accepting it on behalf of your customer and representing their agreement to our terms.  1. Go to Dynamics 365. – OR If you received an email with the customer's invitation, click the link. 2. Click Take the TestDrive and then fill in the information to start a TestDrive. Soon after you complete the sign up, you'll be notified by email that the Dynamics 365 trial subscription is ready. You'll also receive email messages that provide help for new organizations during the first 30 days of their subscription. Forward these email messages to your customer.  Designate yourself as the partner of record After completing the trial sign up, designate your company as the partner of record who is responsible for the customer. As the partner of record, you can help Microsoft provide our partners and customers with the best  service and support. After the trial subscription becomes a paid subscription, your partner company can also claim the Dynamics 365 Software Advisor (CSA) fee for the subscription. For information about the CSA fee program, visit the Microsoft Partner Network site. If your customer has already signed up for a Microsoft Dynamics 365 subscription, or prefers to sign up for the trial subscription themselves, they can still designate your company as the partner of record. 1. Go to the Partner of Record Designation page in CustomerSource. 2. Sign in with the same Microsoft account that you used to sign up for the trial subscription. If this Microsoft account is associated with more than one Microsoft Dynamics 365 subscription, select your customer's organization. 3. search for your partner company's account, and then select Dynamics 365 as the product line from the drop-down list. TIP You can search for your partner company by company name, phone number, or their 10-digit partner MBS authorization number.  4. Select your company from the search results, and then click Associate.  Transfer ownership after completing the trial After the trial period is complete and your customer is ready to start their subscription, there are a few steps you need to complete in order to transfer ownership of the Dynamics 365 instance. If you signed up for the Microsoft Dynamics 365 subscription on behalf of the customer by using a Microsoft account other than your customer's, call Dynamics 365 Customer Service and support to request a transfer of ownership of the subscription to your customer and designate him or her as the billing administrator of the customer's Dynamics 365 organization. The billing administrator can take actions that have financial implications to the Microsoft Dynamics 365 subscription, such as: Upgrading to a different subscription Upgrading to a different release Purchasing additional licenses Purchasing additional storage TIP If you used a Microsoft account that belongs to someone in your customer's organization, or that can be transferred to your customer, skip this task. Give the email address and its password to your customer.  To transfer the ownership of the Dynamics 365 trial subscription, you'll need the following: The email address of the person from your customer's organization who will act as a system administrator and the billing administrator for the subscription. IMPORTANT Each organization must have a billing administrator.  The Microsoft account that was used to sign up for the subscription. The name of the company used to create the trial subscription. You'll need this name to identify your customer's company if there is more than one account registered at the Microsoft Billing and Account Management site. If the free trial subscription has already been activated to a paying subscription, you'll also need the credit card number used to pay for the subscription. Add a system administrator 1. Sign in to Dynamics 365 using the Microsoft account that you used to sign up for the trial. 2. Follow the steps in Create users and assign Dynamics 365 Online security roles to create a user and assign the system administrator security role. This user will also function as the billing administrator. 3. Make sure the new billing administrator has successfully signed in to your organization before transferring ownership. Add an account delegate 1. Go to the Microsoft Billing and Account Management site. 2. Sign in with the same Microsoft account that you used to sign up your customer for the trial subscription. 3. Under Billing account overview, select the company account where you want to add a delegate. 4. Click View or add account delegates. 5. On the Manage account delegates page: a. Click Add an account delegate. b. Enter the Microsoft account of the new billing administrator. c. Click Add delegate. Request an ownership transfer 1. Contact Dynamics 365 Customer Service and support. 2. Give the customer service representative the Microsoft account that was used to sign up for the subscription and the account ID number. 3. Give the customer service representative the Microsoft account of the new billing administrator. 4. Ask the customer service representative to promote the new billing administrator to initial user, and primary administrator. IMPORTANT Make sure that the new billing administrator has accepted the invitation to become a system administrator. The Microsoft account that was used to sign up for the trial subscription will be demoted to an account delegate.  Remove the partner's administrative privileges These tasks are optional. After you sign up your customer and register yourself as the partner of record, you will have access to your customer's subscription and billing account for the subscription. The following tasks are performed by the customer.  IMPORTANT If you or your customer do not remove your privileges, the customer will be charged the standard monthly user fee for your access.  If your customer wants to remove your access to the billing account for the subscription, they must complete the following steps: Remove partner access to the billing account 1. Go to the Microsoft Billing and Account Management site. 2. Sign in with the Microsoft account you use for the billing administrator at your company. 3. If the service name displayed under Billing account overview is not Dynamics 365, select the account from the menu that corresponds to the Microsoft Dynamics 365 subscription. 4. Click View or add account delegates. 5. Next to the names of account delegates you want to remove, click Remove. 6. In the next window, click Yes to confirm the removal. IMPORTANT We strongly recommend that at least two people in the organization have access to the Billing and Account Management site. To add someone, click Add an account delegate, and then follow the online instructions.  TIP To verify that the information on the personal information page is correct, click Go to Account Information.  If your customer wants to disable your access to the subscription, they must complete the following steps in Dynamics 365: Disable partner access to the Microsoft Dynamics 365 subscription 1. Sign in to the Microsoft Dynamics 365 subscription with the Microsoft account you use for the billing administrator at your company. 2. Follow the steps in Create users and assign Dynamics 365 Online security roles to disable the user from the partner company.  For partners: the Delegated Administrator 9/17/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Admins for Dynamics 365 (online) can use their Office 365 global administrator role to create and edit users, reset user passwords, manage user licenses, manage domains, and assign admin permissions to other users in their organization, among other things. However, if admins want someone else to do these administrative tasks, they can delegate this role to an authorized Dynamics 365 partner. When admins authorize a partner to take on this role, the partner is referred to as a delegated admin. A delegated admin can perform routine tasks such as adding users and resetting passwords, or more complex tasks such as adding a domain. A delegated admin can have access to multiple tenants, which can simplify and consolidate tenant management. You can see the new Delegated Admin user in Dynamics 365 (online) revisions 2040 or greater or in Microsoft Dynamics CRM 2015 Update 0.2. This user won't appear in standard provided views. You must create a custom view to see it. TIP To determine your revision of Dynamics 365 (online), in the upper-right corner of your Dynamics 365 screen, choose the Settings gear ( ) > About. Your revision should be 2040 or above for both numbers highlighted.  To create a simple custom view to see the delegated admin user: 1. Go to Settings > Security > Users. 2. Choose Select a view ( ) and then choose Create Personal View. 3. Verify Users is selected in Look for. 4. Choose User > Contains Data, and then choose Results.  Delegated Admin will appear in the list of users.  How to get authorized as a delegated admin Dynamics 365 partners can be authorized to be delegated admins for a company in several ways: 1. A partner can offer the customer to become a delegated admin for their account by sending a link to the delegated admin offer. The customer will need to accept and sign in with their Office 365/Dynamics 365 (online) credentials. 2. A partner can send the customer a purchase offer link with delegated admin selected as part of the offer. The customer will need to sign up for the offer and accept the delegated admin offer. 3. A partner can create a trial invitation link to Dynamics 365 (online) and invite the customer to the trial via a link in email or a link on the partner's website. The trial invitation can include delegated admin if the prospect chooses to accept.  Related information Review the following for more information on partners and delegated admins. Learn how to provide technical support as a delegated admin Learn how to do common partner tasks Learn about the Microsoft Cloud Solution Provider (CSP ) program See also Introducing the new Office 365 Partner admin center Partners: Offer delegated administration Partners: Add or delete a delegated admin  Manage security, users, and teams 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x The following section contains information about users, teams, and security in Dynamics 365. See also User Settings Utility  Security concepts 8/24/2018 • 5 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You use the security model in Dynamics 365 to protect the data integrity and privacy in a Dynamics 365 organization. The security model also promotes efficient data access and collaboration. The goals of the model are as follows: Provide a multi-tiered licensing model for users. Grant users access that allows only the levels of information required to do their jobs. Categorize users and teams by security role and restrict access based on those roles. Support data sharing so that users can be granted access to objects they do not own for a one-time collaborative effort. Prevent access to objects a user does not own or share. You combine business units, role-based security, record-based security, and field-based security to define the overall access to information that users have in your Dynamics 365 organization.  Business units A business unit basically is a group of users. Large organizations with multiple customer bases often use multiple business units to control data access and define security roles so that users can access records only in their own business unit. More information: Create business units  Role-based security You can use role-based security to group sets of privileges together into roles that describe the tasks that can be performed by a user or team. Dynamics 365 includes a set of predefined security roles, each of which is a set of privileges aggregated to make security management easier. The bulk of the privileges define the ability to create, read, write, delete and share records of a specific entity type. Each privilege also defines how broadly the privilege applies: at the user level, business unit level, the entire business unit hierarchy or across the entire organization. For example, if you sign in as a user that is assigned the Salesperson role, you have the privileges to read, write and share accounts for the entire organization, but you can only delete account records that you own. Also, you have no privileges to perform system administration tasks such as install product updates, or to add users to the system. A user that has been assigned the Vice President of Sales role can perform a wider set of tasks (and has a greater number of privileges) associated with viewing and modifying data and resources than can a user who has been assigned to the Salesperson role. A user assigned the Vice President of Sales role can, for instance, read and assign any account to anyone in the system, while a user assigned the Salesperson role cannot. There are two roles that have very broad privileges: System Administrator and Customizer. To minimize misconfiguration, the use of these two roles should be limited to a few people in your organization responsible for administering and customizing Dynamics 365. Organizations can also customize existing roles and create its own roles to meet their needs. More information: Security roles  User-based access and licensing By default, when you create a user the user has read and write access to any data for which they have permission. Also, by default, the user client access license (CAL ) is set to Professional. You can change either of these settings to further restrict data and feature access. Access mode. This setting determines the level of access for each user. Read-Write access. By default, users have Read-Write access that allows them access to data for which they have appropriate permission set by security roles. Administrative access. Allows access to areas that the user has appropriate permission set by security roles but doesn't allow the user to view or access business data typically found in the Sales, Service, and Marketing areas, such as accounts, contacts, leads, opportunities, campaigns, and cases. For example, Administrative access can be used to create Dynamics 365 administrators who can have access to perform a complete variety of administrative tasks, such as create business units, create users, set duplicate detection, but cannot view or access any business data. Notice that users who are assigned this access mode do not consume a CAL. Read access. Allows access to areas for which the user has appropriate access set by security role but the user with Read access can only view data and can't create or change existing data. For example, a user with the system administrator security role who has read access can view business units, users, and teams but can't create or modify those records. License type. This sets the user CAL and determines what features and areas are available to the user. This feature and area control is separate from the user's security role setting. By default, users are created with Professional CAL for the most feature and area access that they have permission granted.  Teams Teams provide an easy way to share business objects and let you collaborate with other people across business units. While a team belongs to one business unit, it can include users from other business units. You can associate a user with more than one team. More information: Manage teams  Record-based security You can use record-based security to control user and team rights to perform actions on individual records. This applies to instances of entities (records) and is provided by access rights. The owner of a record can share, or grant access to a record to another user or team. When this is done, they must choose which rights they are granting. For example, the owner of an account record can grant read access to that account information, but not grant write access. Access rights apply only after privileges have taken effect. For example, if a user does not have the privileges to view (read) account records, they will be unable to view any account, regardless of the access rights another user might grant them to a specific account through sharing.  Hierarchy security You can use the hierarchy security model for accessing hierarchical data. With this additional security, you gain a more granular access to records, allowing managers to access the records of their reports for approval or do work on reports' behalf. More information: Hierarchy security  Field-based security You can use field-level security to restrict access to specific high business impact fields in an entity only to  specified users or teams. Like record-based security, this applies after privileges have taken affect. For example, a user may have privileges to read an account, but can be restricted from seeing specific fields in all accounts. More information: Field level security  Security Modeling with Dynamics 365 For detailed information about and best practices for designing the security model in Dynamics 365, read the Scalable Security Modeling with Microsoft Dynamics CRM white paper available from the Microsoft Download Center. See also Field level security Hierarchy security Control data access Create or edit a security role Copy a security role Manage users Manage teams Add teams or users to a field security profile Manage security, users and teams  Security roles and privileges 9/13/2018 • 5 minutes to read • Edit Online  Applies to PowerApps and Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x To control data access, you must set up an organizational structure that both protects sensitive data and enables collaboration. You do this by setting up business units, security roles, and field security profiles. TIP Check out the following video: How to set up security roles in Dynamics 365.  Security roles A security role defines how different users, such as salespeople, access different types of records. To control access to data, you can modify existing security roles, create new security roles, or change which security roles are assigned to each user. Each user can have multiple security roles. Security role privileges are cumulative: having more than one security role gives a user every privilege available in every role. Each security role consists of record-level privileges and task-based privileges. Record -level privileges define which tasks a user with access to the record can do, such as Read, Create, Delete, Write, Assign, Share, Append, and Append To. Append means to attach another record, such as an activity or note, to a record. Append to means to be attached to a record. More information: Record-level privileges Task-based privileges, at the bottom of the form, give a user privileges to perform specific tasks, such as publish articles. The colored circles on the security role settings page define the access level for that privilege. Access levels determine how deep or high in the organizational business unit hierarchy the user can perform the specified privilege. The following table lists the levels of access in the app, starting with the level that gives users the most access.  Global. This access level gives a user access to all records in the organization, regardless of the business unit hierarchical level that the instance or the user belongs to. Users who have Global access automatically have Deep, Local, and Basic access, also. Because this access level gives access to information throughout the organization, it should be restricted to match the organization's data security plan. This level of access is usually reserved for managers with authority over the organization. The application refers to this access level as Organization.  Deep. This access level gives a user access to records in the user's business unit and all business units subordinate to the user's business unit. Users who have Deep access automatically have Local and Basic access, also. Because this access level gives access to information throughout the business unit and subordinate business units, it should be restricted to match the organization's data security plan. This level of access is usually reserved for managers with authority over the business units. The application refers to this access level as Parent: Child Business Units. Local. This access level gives a user access to records in the user's business unit. Users who have Local access automatically have Basic access, also. Because this access level gives access to information throughout the business unit, it should be restricted to match the organization's data security plan. This level of access is usually reserved for managers with authority over the business unit. The application refers to this access level as Business Unit. Basic. This access level gives a user access to records that the user owns, objects that are shared with the user, and objects that are shared with a team that the user is a member of. This is the typical level of access for sales and service representatives. The application refers to this access level as User. None. No access is allowed.  IMPORTANT To ensure that users can view and access all areas of the web application, such as entity forms, the nav bar, or the command bar, all security roles in the organization must include the Read privilege on the Web Resource entity. For example, without read permissions, a user won't be able to open a form that contains a web resource and will see an error message similar to this: "Missing prvReadWebResource privilege." More information: Create or edit a security role  Record-level privileges PowerApps and Dynamics 365 use eight different record-level privileges that determine the level of access a user has to a specific record or record type. PRIVILEGE  DESCRIPTION  PRIVILEGE  DESCRIPTION  Create  Required to make a new record. The records that can be created depends on the access level of the permission defined in your security role.  Read  Required to open a record to view the contents. The records that can be read depends on the access level of the permission defined in your security role.  Write  Required to make changes to a record. The records that can be changed depends on the access level of the permission defined in your security role.  Delete  Required to permanently remove a record. The records that can be deleted depends on the access level of the permission defined in your security role.  Append  Required to associate a record with the current record. For example, if a user has Append rights on an opportunity, the user can add a note to an opportunity. The records that can be appended depends on the access level of the permission defined in your security role.  Append To  Required to associate the current record with another record. For example, a note can be attached to an opportunity if the user has Append To rights on the note. The records that can be appended to depends on the access level of the permission defined in your security role.  Assign  Required to give ownership of a record to another user. The records that can be assigned depends on the access level of the permission defined in your security role.  Share  Required to give access to a record to another user while keeping your own access. The records that can be shared depends on the access level of the permission defined in your security role.  Overriding security roles The owner of a record or a person who has the Share privilege on a record can share a record with other users or teams. Sharing can add Read, Write, Delete, Append, Assign, and Share privileges for specific records. Teams are used primarily for sharing records that team members ordinarily couldn't access. More information: Manage security, users and teams It's not possible to remove access for a particular record. Any change to a security role privilege applies to all records of that record type. See also Security concepts for Microsoft Dynamics 365 Manage security, users and teams Create or edit a security role  Create or edit a security role to manage access 10/29/2018 • 10 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can create new security roles to accommodate changes in your business requirements or you can edit the privileges associated with an existing security role. If you need to back up your security role changes, or export security roles for use in a different implementation of Dynamics 365, you can export them as part of exporting customizations. More information: Export your customizations as a solution  Create a security role 1. Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Security. 3. Click Security Roles. 4. On the Actions toolbar, click New. 5. Set the privileges on each tab. To change the access level for a privilege, click the symbol until you see the symbol you want. The possible access levels depend on whether the record type is organization-owned or user-owned. TIP To cycle through the access levels, you can also click the privilege column heading, or click the record type multiple times. There are a set of minimum privileges that are required in order for the new security role to be used - see below Minimum Privileges for common tasks.  6. When you have finished configuring the security role, on the toolbar, click or tap Save and Close.  Create a security role by Copy Role 1. Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator.  2. Go to Settings > Security. 3. Click Security Roles. 4. Click on the Security role you want to copy from. 5. On the Actions toolbar, click Copy Role. 6. Enter the New Role Name, and check the box for Open the new security role when copying is complete. 7. Click the OK button. 8. When Copying Role is complete, navigate to each tab, ie Core Records, Business Management, Customization, etc. 9. Set the privileges on each tab. TIP To cycle through the access levels, you can also click the privilege column heading, or click the record type multiple times. There are a set of minimum privileges that are required in order for the new security role to be used - see below Minimum Privileges for common tasks.  Edit a security role Before you edit an existing security role, make sure that you understand the principles of data access. More information: Controlling Data Access NOTE You can't edit the System Administrator security role. To create a security role similar to the System Administrator security role, copy the System Administrator security role, and make changes to the new role.  1. Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Security. 3. Click Security Roles. 4. In the list of security roles, double-click or tap a name to open the page associated with that security role. 5. Set the privileges on each tab. To change the access level for a privilege, click the symbol until you see the symbol you want. The possible access levels depend on whether the record type is organization-owned or user-owned.  TIP To cycle through the access levels, you can also click the privilege column heading, or click the record type multiple times. There are a set of minimum privileges that are required in order for the new security role to be used - see below Minimum Privileges for common tasks.  6. When you have finished configuring the security role, on the toolbar, click or tap Save and Close.  Minimum privileges for common tasks It's helpful to keep in mind the minimum privileges that are needed for some common tasks. We've created a solution you can import that provides a security role with the required minimum privileges. Start by downloading the solution from the Download Center: CDS for Apps minimum privilege security role. Then, follow the directions to import the solution: Import, update, and export solutions. When you import the solution, it creates the min prv apps use role which you can copy (see: Create a security role by Copy Role). When Copying Role is complete, navigate to each tab - Core Records, Business Management, Customization, etc - and set the appropriate privileges. IMPORTANT You should try out the solution in a development environment before importing into a production environment.  When logging in to Dynamics 365: Assign the min prv apps use security role or a copy of this security role to your user. To render an entity grid (that is, to view lists of records and other data), assign the following privileges on the Core Records tab: Read privilege on the entity, Read Saved View, Create/Read/Write User Entity UI Settings and assign the following privilege on the Business Management tab: Read User When logging in to Dynamics 365 for Outlook: To render navigation for Dynamics 365 and all Dynamics 365 buttons: assign the min prv apps use security role or a copy of this security role to your user To render an entity grid: assign Read privilege on the entity To render entities: assign Read privilege on the entity  Privacy notices Licensed Dynamics 365 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 Dynamics 365 for phones, 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 phone client. Users can then access Dynamics 365 (online) by using Dynamics 365 for phones, 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 Dynamics 365 (online) and cached on an end user's device include record data, record metadata, entity data, entity metadata, and business logic.  The Dynamics 365 for tablets and phones, and Project Finder for Project Finder for Dynamics 365 (the "App") enables users to access their Microsoft Dynamics CRM or Dynamics 365 instance from their tablet and phone device. In order to provide this service, the App processes and stores information, such as user's credentials and the data the user processes in Microsoft Dynamics CRM or Dynamics 365. The App is provided for use only by end users of Microsoft customers who are authorized users of Microsoft Dynamics CRM or Dynamics 365. The App processes user's information on behalf of the applicable Microsoft customer, and Microsoft may disclose information processed by the App at the direction of the organization that provides users access to Microsoft Dynamics CRM or Dynamics 365. Microsoft does not use information users process via the App for any other purpose. If users use the App to connect to Microsoft Dynamics CRM (online) or Dynamics 365 (online), by installing the App, users consent to transmission of their organization's assigned ID and assigned end user ID, and device ID to Microsoft for purposes of enabling connections across multiple devices, or improving Microsoft Dynamics CRM (online), Dynamics 365 (online) or the App. Location data. If users request and enable location-based services or features in the App, the App may collect and use precise data about their location. Precise location data can be Global Position System (GPS ) data, as well as data identifying nearby cell towers and Wi-Fi hotspots. The App may send location data to Microsoft Dynamics CRM or Dynamics 365. The App may send the location data to Bing Maps and other third party mapping services, such as Google Maps and Apple Maps, a user designated in the user's phone to process the user's location data within the App. Users may disable location-based services or features or disable the App's access to user's location by turning off the location service or turning off the App's access to the location service. Users' use of Bing Maps is governed by the Bing Maps End User Terms of Use available at https://go.microsoft.com/? linkid=9710837 and the Bing Maps Privacy Statement available at https://go.microsoft.com/fwlink/? LinkID=248686. Users' use of third party mapping services, and any information users provide to them, is governed by their service specific end user terms and privacy statements. Users should carefully review these other end user terms and privacy statements. The App may include links to other Microsoft services and third party services whose privacy and security practices may differ from those of Microsoft Dynamics CRM or Dynamics 365. IF USERS SUBMIT DATA TO OTHER MICROSOFT SERVICES OR THIRD PARTY SERVICES, SUCH DATA IS GOVERNED BY THEIR RESPECTIVE PRIVACY STATEMENTS. For the avoidance of doubt, data shared outside of Microsoft Dynamics CRM or Dynamics 365 is not covered by users' Microsoft Dynamicss CRM or Dynamics 365 agreement(s) or the applicable Microsoft Dynamics Trust Center. Microsoft encourages users to review these other privacy statements. Licensed Dynamics 365 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 Dynamics 365 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 Dynamics 365 (online) by using Dynamics 365 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 Dynamics 365 (online) and cached on an end user's device include record data, record metadata, entity data, entity metadata, and business logic. If you use Microsoft Dynamics 365 for Outlook, when you go offline, a copy of the data you are working on is created and stored on your local computer. The data is transferred from Dynamics 365 (online) to your computer by using a secure connection, and a link is maintained between the local copy and Dynamics 365 Online. The next time you sign in to Dynamics 365 (online), the local data will be synchronized with Dynamics 365 (online). An administrator determines whether or not an organization's users are permitted to go offline with Microsoft Dynamics 365 for Outlook by using security roles. Users and administrators can configure which entities are downloaded via Offline Sync by using the Sync Filters  setting in the Options dialog box. Alternatively, users and Administrators can configure which fields are downloaded (and uploaded) by using Advanced Options in the Sync Filters dialog box. If you use Dynamics 365 (online), when you use the Sync to Outlook feature, the Dynamics 365 data you are syncing is "exported" to Outlook. A link is maintained between the information in Outlook and the information in Dynamics 365 (online) to ensure that the information remains current between the two. Outlook Sync downloads only the relevant Dynamics 365 record IDs to use when a user attempts to track and set regarding an Outlook item. The company data is not stored on the device. An administrator determines whether your organization's users are permitted to sync Dynamics 365 data to Outlook by using security roles. If you use Microsoft Dynamics 365 (online), exporting data to a static worksheet creates a local copy of the exported data and stores it on your computer. The data is transferred from Dynamics 365 (online) to your computer by using a secure connection, and no connection is maintained between this local copy and Dynamics 365 (online). When you export to a dynamic worksheet or PivotTable, a link is maintained between the Excel worksheet and Dynamics 365 (online). Every time a dynamic worksheet or PivotTable is refreshed, you'll be authenticated with Dynamics 365 (online) using your credentials. You'll be able to see the data that you have permissions to view. An administrator determines whether or not an organization's users are permitted to export data to Excel by using security roles. When Dynamics 365 (online) users print Dynamics 365 data, they are effectively "exporting" that data from the security boundary provided by Dynamics 365 (online) to a less secure environment, in this case, to a piece of paper. An administrator has full control (at the user security role or entity level) over the data that can be extracted. However, after the data has been extracted it is no longer protected by the security boundary provided by Dynamics 365 (online) and is instead controlled directly by the customer. See also Security concepts for Dynamics 365 Manage security, users and teams Copy a security role  Save time creating a security role by copying one 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x If you want to create a security role that is similar to another security role, you can copy an existing security role and save it with a new name. You can then modify the privileges and access levels to accommodate the new security role. NOTE You can't copy a security role to a different business unit. Security role privileges are subject to change with updates and the copied security role could become out-of-date. You should periodically check security role privileges. See Create an administrative user and prevent elevation of security role privilege for an alternative method to assign security role privileges that will change dynamically.  1. Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Security. 3. Click Security Roles. 4. In the list of security roles, under Name, click or tap to select the security role you want to copy, and then on the Actions toolbar, click or tap More Actions > Copy Role. 5. In the Copy Security Role dialog box, in the New Role Name text box, type in the name for the new security role. 6. To modify the new security role after creating a copy, verify that the Open the new security role when copying is complete check box is selected; otherwise, clear the check box. 7. Click OK. See also Security concepts for Microsoft Dynamics 365 Security roles Field level security Prevent elevation of security role privilege  Create an administrative user and prevent elevation of security role privilege 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Dynamics 365 (on-premises) The copy security role method is a quick and easy way to create a new security role based on an existing set of privileges. However, security role privileges can change with product updates which could render the new security role out-of-date and might not function as expected. This is especially true in the case where you want to allow a certain group of administrative users to assign security roles to your users. We recommend you not copy the System Administrator security role and assign it to users, since this would allow the users to elevate the assigned user to System Administrators. In addition, newer privileges from product updates will not be automatically added to the copied System Administrator security role resulting in the role having insufficient privileges to continue to assign security roles. The following steps describe a method to create a new custom security role with privileges that will change dynamically with updates and therefore can continue to be used for security role assignments. Create a new custom security role that only has access to "Security Role" 1. Make sure that you have the System Administrator permissions. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Security > Security Roles, and then choose New. 3. Enter a role name, and then select the Business Management tab. 4. Scroll down to the Entity list and set the Security Role entity privileges as follows: PRIVILEGE  SETTING  Create  Business Unit  Read  Organization  Write  Business Unit  Delete  Business Unit  Append  Business Unit  Append To  Business Unit  Assign  Business Unit  5. Choose Save and Close. Assign the new security role to an administrative user 1. Go to Settings > Security > Users. 2. Select an administrative user and then choose Manage Roles. 3. Select the new security role. 4. Select all the security roles that the administrative user can assign to other users. 5. Choose OK. NOTE Dynamics 365 is designed to prevent any elevation of security role privileges. Therefore, the administrative user cannot assign System Administrator, System Customizer, or any security roles that have a higher privilege.  See also Global and Service administrators can administer without a license  Assign security roles to a form to more finely control access 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Control form and field access by assigning different security roles to different forms you create. More information: Security concepts for Microsoft Dynamics 365 1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics 365. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Customizations. 3. Choose Customize the System. 4. Enable security roles. a. Under Components, expand Entities, and then expand the entity you want. b. Choose Forms. In the list, choose a form to edit it if it has a form type of Main. c. On the Home tab, in the Form group, choose Enable Security Roles. 5. Assign security roles. a. In the Assign Security Roles dialog box, select the security roles to which this form will be available. b. To make this the fallback form, select the Enabled for fallback check box. At least one form per entity must be a fallback form (the form that is displayed to a user when no other form is available for that user's security role). c. Choose OK. 6. Preview the main form. a. On the Home tab, choose Preview, and then select Create Form, Update Form, or Read-Only Form. b. To close the Preview form, on the File menu, choose Close. 7. When you're ready to save your data, choose Save and Close. 8. Publish your customization. To publish just the edited component, choose Save > Publish on the Home tab. To publish all unpublished components at one time, choose Publish All Customizations.  NOTE Installing a solution or publishing customizations can interfere with normal system operation. We recommend that you schedule a solution import when it's least disruptive to users.  View your user profile 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Your user profile displays useful information about you to your entire organization; for example, your contact information, your organization, and your security role. Depending on your security role, you may be able to make changes to your user profile. 1. Go to Options. In Dynamics 365, in the upper-right corner of the screen, choose the Settings button  > Options.  2. Scroll down to the very bottom of the Set Personal Options dialog box, and then choose View your user information. 3. To check your security role, on the nav bar, choose the down arrow choose Security Roles.  next to your name, and then  4. To view other profile information, such as Work Hours, Connections, and Services, on the nav bar, choose the down arrow next to your name. See also Set personal options  Security enhancements: User session and access management 10/19/2018 • 5 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x New for Customer Engagement in Dynamics 365 (online), version 9.0, you can use new security enhancements to better secure the Dynamics 365 (online) application. IMPORTANT These security enhancements are also available for: Microsoft Dynamics CRM 2016 (on-premises, version 8.2) The feature is available by contacting support. Microsoft Dynamics CRM 2016 (on-premises, version 8.1) The feature is available by contacting support. Microsoft Dynamics CRM 2015 (on-premises) The feature is available by contacting support. For more information on these versions, see Security enhancements: User session and access management  TIP Check out the following video: Security Enhancements: User session management.  User session timeout By default, Dynamics 365 (online) sets a user session timeout of 24 hours. A user is not required to log in with their credentials for up to 24 hours regardless of whether the user was active or inactive. You can change this behavior. To enforce users to re-authenticate after a pre-determined period of time, admins can set a session timeout for their individual Dynamics 365 (online) instances. Users can only remain signed in the application for the duration of session. The application signs out the user when the session expires. Users need to sign-in with their credentials to return to Dynamics 365 (online). NOTE User session timeout is not enforced in the following: 1. Dynamics 365 for Outlook 2. Dynamics 365 for phones and Dynamics 365 for tablets 3. Unified Service Desk client using WPF browser (Internet Explorer is supported) 4. Live Assist (Chat)  Configure session timeout 1. In Dynamics 365 (online), choose Settings > Administration > System Settings > General tab. 2. Under Set session timeout, set the values to apply to all your users. NOTE Default values are: Maximum Session Length: 1440 minutes Minimum Session Length: 60 minutes How long before session expires before showing timeout warning: 20 minutes  Inactivity timeout By default, Dynamics 365 (online) does not enforce an inactivity session timeout. A user can remain logged in the application until the session timeout expires. You can change this behavior. To enforce users to automatically signed out after a pre-determined period of inactivity, admins can set an inactivity timeout period for each of their Dynamics 365 (online) instances. The application signs out the user when the inactivity session expires. NOTE Inactivity session timeout is not enforced in the following: 1. Dynamics 365 for Outlook 2. Dynamics 365 for phones and Dynamics 365 for tablets 3. Unified Service Desk client using WPF browser (Internet Explorer is supported) 4. Live Assist (Chat)  To enforce the inactivity session timeout for Web Resources, Web Resources need to include the ClientGlobalContext.js.aspx file in their solution. The Dynamics 365 (online) portal has its own settings to manage its session timeout and inactivity session timeout independent of these system settings.  Configure inactivity timeout 1. In Dynamics 365 (online), choose Settings > Administration > System Settings > General tab. 2. Under Set inactivity timeout, set the values to apply to all your users. NOTE Default values are: Minimum Duration of Inactivity: 5 minutes Maximum Duration of Inactivity: less than Maximum Session length or 1440 minutes  Access management Dynamics 365 (online) uses Azure Active Directory as the identity provider. To secure the user's access to Dynamics 365 (online), the following were implemented:  To enforce users to re-authenticate, users are required to sign in with their credentials after they signed out within the application. To prevent users from sharing credentials to access Dynamics 365 (online), the user access token is validated to ensure that the user who was given access by the identity provider is the same user who is accessing Dynamics 365 (online).  Steps for enabling security enhancements for Dynamics 365 (onpremises) deployments These security enhancements are shipped disabled by default. Administrators can enable these enhancements when using one of the supported Dynamics 365 (on-premises) builds listed below. NOTE This applies to customers with the following versions of Dynamics 365: Microsoft Dynamics CRM 2016 (on-premises, version 8.2) The feature is included in this update. Microsoft Dynamics CRM 2016 (on-premises, version 8.1) The feature is available by contacting support. Microsoft Dynamics CRM 2015 (on-premises) The feature is available by contacting support. Requirement These security enhancement features require claims-based authentication for user authentication. You can configure claims-based authentication in one of two ways: With an Internet-facing deployment (IFD). See Configure IFD for Microsoft Dynamics 365. With claims-based authentication alone if Microsoft Dynamics 365 is deployed in the same domain where all Microsoft Dynamics 365 users are located, or users are in a trusted domain. See Configure claims-based authentication.  To obtain SDK sample code (for reference, not required to configure and enable session timeout): 1. Access your Dynamics 365 server using your administrator account. 2. Open a browser session and download the Dynamics 365 Software Development Kit (SDK). 3. Select and run MicrosoftDynamics365SDK.exe. This will extract the download and create an SDK folder on your Dynamics 365 server. 4. Open a PowerShell command prompt. 5. Navigate to the downloaded SDK folder. 6. Open the SampleCode\PS folder. After updating to a supported on-premises version, follow the steps below to enable security enhancements. User session timeout System admins can now force users to re-authenticate after a set period. You can set an active session timeout for each of your Dynamics 365 instances. Users can only remain signed in to the application for the duration of the session. Once the session expires, they'll need to sign in again with their credentials. System admins can also require sign in for users after a period of inactivity. You can set an inactivity timeout for each of your instances. The helps prevent unauthorized access by a malicious user from an unattended device. Enable user session timeout 1. Enable session timeout:  SetAdvancedSettings.ps1 -ConfigurationEntityName ServerSettings -SettingName AllowCustomSessionDuration -SettingValue true  2. Enable inactivity timeout: SetAdvancedSettings.ps1 -ConfigurationEntityName ServerSettings -SettingName AllowCustomInactivityDuration -SettingValue true  Access token management To better protect user access and data privacy in Dynamics 365, when a user signs out in the web client and needs to return to the application, they will need to enter their credentials again in all open browser sessions. Dynamics 365 ensures that the sign-in token was originally generated for the current browser and computer. Enable access token management To enable for all organizations by default, copy and run this command in PowerShell: SetAdvancedSettings.ps1 -ConfigurationEntityName ServerSettings -SettingName WSFedNonceCookieEnabled SettingValue true  Sample:  -OR To enable for a single organization, copy and run this command in PowerShell: SetAdvancedSettings.ps1 -ConfigurationEntityName Organization -SettingName WSFedNonceCookieEnabled SettingValue true -Id                                                                                                                                                              To get [Your organization ID GUID ], open PowerShell, and run the following: Add-PSSnapin Microsoft.Crm.PowerShell Get-CrmOrganization  Sample:  For more information, see Get-CrmOrganization for details.  Field level security to control access 8/24/2018 • 4 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Record-level permissions are granted at the entity level, but you may have certain fields associated with an entity that contain data that is more sensitive than the other fields. For these situations, you use field level security to control access to specific fields. The scope of field level security is organization-wide and applies to all data access requests including the following: Data access requests from within a client application, such as web browser, mobile client, or Microsoft Dynamics 365 for Outlook. Web service calls using the Dynamics 365 Customer Engagement Web Services (for use in plug-ins, custom workflow activities, and custom code) Reporting (using Filtered Views)  Overview of field level security Field level security is available for the default fields on most out-of-box entities, custom fields, and custom fields on custom entities. Field level security is managed by the security profiles. To implement field level security, a system administrator performs the following tasks. 1. Enable field security on one or more fields for a given entity. 2. Associate one more existing security profiles, or create one or more new security profiles to grant the appropriate access to specific users or teams. A security profile determines the following: Permissions to the secure fields Users and Teams A security profile can be configured to grant user or team members the following permissions at the field level: Read. Read-only access to the field's data. Create. Users or teams in this profile can add data to this field when creating a record. Update. Users or teams in this profile can update the field's data after it has been created. A combination of these three permissions can be configured to determine the user privileges for a specific data field. IMPORTANT Unless one or more security profiles are assigned to a security enabled field, only Dynamics 365 users with the system administrator security role will have access to the field.  Example for restricting the mobile phone field for the Contact entity Imagine you company's policy is that sales members should have different levels of access to contact mobile phone numbers as described here. USER OR TEAM  ACCESS  Vice presidents  Full. Can create, update, and view mobile phone numbers for contacts.  Sales Managers  Read-only. Can only view mobile phone numbers for contacts.  Salespersons and all other Dynamics 365 users  None. Cannot create, update or view mobile phone numbers for contacts.  To restrict this field, you would perform the following tasks. Secure the field. 1. Go to Settings > Customizations. 2. Click Customize the System. 3. Click Entities > Contact > Fields. 4. Click mobilephone, click Edit. 5. Next to Field Security, click Enable, click Save and Close. 6. Publish the customization. Configure the security profiles. 1. Create the field security profile for sales managers. a. Go to Settings > Security. b. Click Field Security Profiles. c. Click New, enter a name, such as Sales Manager access contact mobile phone, and click Save. d. Click Users, click Add, select the users that you want to grant read access to the mobile phone number on the contact form, and then click Add. TIP Instead of adding each user, create one or more teams that include all users that you want to grant read access.  e. Click Field Permissions, click mobilephone, click Edit, select Yes next to Allow Read, and then click OK. 2. Create the field security profiles for vice presidents. a. Click New, enter a name, such as VP access contact mobile phone, and click Save. b. Click Users, click Add, select the users that you want to grant full access to the mobile phone number on the contact form, and then click Add. c. Click Field Permissions, click mobilephone, click Edit, select Yes next to Allow Read, Allow  Update, and Allow Create, and then click OK. 3. Click Save and Close. Any Dynamics 365 users not defined in the previously created field security profiles will not have access to the mobile phone field on contact forms or views. The field value displays ********, indicating that the field is secured.  Which fields can be secured? Every field in the system contains a setting for whether field security is allowed. You can view this in the Customizations area of the web application. There are thousands of attributes that can be secured, so there are two easier ways to look for this information. To view the entity metadata for your organization, install the Metadata Browser solution described in Browse the Metadata for Your Organization. You can also view the metadata for an uncustomized organization in the Office Excel file called EntityMetadata.xlsx included in the top-level folder of the SDK. Download the Microsoft Dynamics 365 SDK  Best practices when you use field security When you use calculated fields that include a field that is secured, data may be displayed in the calculated field to users that don't have permission to the secured field. In this situation, both the original field and the calculated field should be secured. Some data, such as addresses, are actually made up of multiple fields. Therefore, to completely secure data that includes multiple fields, such as addresses, you must secure and configure the appropriate field security profiles on multiple fields for the entity. For example, to completely secure addresses for an entity, secure all relevant address fields, such as address_line1, address_line2, address_line3, address1_city, address1_composite, and so on. See also Video: Field Level Security in Microsoft Dynamics CRM 2015 Create a field security profile Add or remove security from a field Hierarchy security  Set up security permissions for a field 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can restrict access to a field by creating a field security profile. After you create the profile, you assign users and or teams to that profile, and set up specific read, create, or write permissions for the field. More information: Security concepts for Dynamics 365 1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics 365. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Security. 3. Click Field Security Profiles, and then on the command bar, click New. 4. Enter a name and a description (optional) and click Save. 5. Under Common, click Field permissions. 6. Select a field, and then click Edit. 7. Select the permissions that you want to assign to users or teams, and then click OK. 8. To add users or teams: a. Under Members, click Teams or Users. b. On the command bar, click Add. c. In the Look Up Records dialog box, select a team or user from the list (or search for a team or user), and then click Select. d. Repeat the preceding steps to add multiple teams or users, and then click Add. See also Enable or disable security for a field  Enable or disable security for a field to control access 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Field-level security lets you set which fields users can see or edit. For example, if want to prevent users from accidentally changing an account name, you can restrict them from editing that field. In Dynamics CRM 2013, you could only set field-level security for custom fields, but in Dynamics CRM 2015 or later, you can also set field-level security for default fields. More information: Field-level security To set which users and teams have read or write access to fields, see Set up security permissions for a field. NOTE You can't change the permissions on a field that you don't have permission to access.  1. Go to Settings > Customizations. 2. Click Customize the System. 3. Under Components, expand Entities, expand the entity that has the field you want to secure, and then click Fields. 4. In the list of fields, double-click the field you want to secure. 5. In the Field window, on the General tab, to the right of Field Security, specify whether to Enable or Disable security for the field. 6. Click Save or Save and Close. 7. When your customizations are complete, publish them: To publish customizations for only the entity that you are currently editing, in the navigation pane, select the entity, and then click Publish. To publish customizations for all unpublished entities at one time, in the navigation pane, click Entities, and then on the command toolbar, click Publish All Customizations. See also Field level security Set up security permissions for a field  Hierarchy security to control access 9/27/2018 • 9 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x The hierarchy security model is an extension to the existing Dynamics 365 security models that use business units, security roles, sharing, and teams. It can be used in conjunction with all other existing security models. The hierarchy security offers a more granular access to records for an organization and helps to bring the maintenance costs down. For example, in complex scenarios, you can start with creating several business units and then add the hierarchy security. This will achieve a more granular access to data with far less maintenance costs that a large number of business units may require.  Manager hierarchy and Position hierarchy security models Two security models can be used for hierarchies, the Manager hierarchy and the Position hierarchy. With the Manager hierarchy, a manager must be within the same business unit as the report, or in the parent business unit of the report's business unit, to have access to the report's data. The Position hierarchy allows data access across business units. If you are a financial organization, you may prefer the Manager hierarchy model, to prevent managers' accessing data outside of their business units. However, if you are a part of a customer service organization and want the managers to access service cases handled in different business units, the Position hierarchy may work better for you. NOTE While the hierarchy security model provides a certain level of access to data, additional access can be obtained by using other forms of security, such as security roles.  Manager hierarchy The Manager hierarchy security model is based on the management chain or direct reporting structure, where the manager's and the report's relationship is established by using the Manager field on the system user entity. With this security model, the managers are able to access the data that their reports have access to. They are able to perform work on behalf of their direct reports or access information that needs approval. NOTE With the Manager hierarchy security model, a manager has access to the records owned by the user or by the team that a user is a member of, and to the records that are directly shared with the user or the team that a user is a member of. In addition to the Manager hierarchy security model, a manager must have at least the user level Read privilege on an entity, to see the reports' data. For example, if a manager doesn't have the Read access to the Case entity, the manager won't be able to see the cases that their reports have access to.  For a non-direct report, a manager has the Read-only access to the report's data. For a direct report, the manager has the Read, Write, Update, Append, AppendTo access to the report's data. To illustrate the Manager hierarchy security model, let's take a look at the diagram below. The CEO can read or update the VP of Sales data and the VP of Service data. However, the CEO can only read the Sales Manager data and the Service Manager data, as well as the Sales and Support data. You can further limit the amount of data accessible by a manager with "Depth". Depth is used to limit how many levels deep a manager has Read-only access to the data of their reports. For example, if the depth is set to 2, the CEO can see the data of the VP of Sales, VP of Service and Sales and  Service Managers. However, the CEO doesn't see the Sales data or the Support data.  It is important to note that if a direct report has deeper security access to an entity than their manager, the manager may not able to see all the records that the direct report has access to. The following example illustrates this point. A single business unit has three users: User 1, User 2 and User 3. User 2 is a direct report of User 1. User 1 and User 3 have User level read access on the Account entity. This access level gives users access to records they own, the records that are shared with the user, and records that are shared with the team the user is a member of. User 2 has Business Unit read access on the Account entity. This allows User 2 to view all of the accounts for the business unit, including all of the accounts owned by User 1 and User 3. User 1, as a direct manager of User 2, has access to the accounts owned by or shared with User 2, and any accounts that are shared with or owned by a team that User 2 is a member of. However, User 1 doesn't have access to the accounts of User 3, even though his direct report may have access to User 3 accounts. Position hierarchy The Position hierarchy is not based on the direct reporting structure, like the Manager hierarchy. A user doesn't have to be an actual manager of another user to access user's data. As an administrator, you will define various job positions in the organization and arrange them in the Position hierarchy. Then, you add users to any given position, or, as we also say, "tag" a user with a particular position. A user can be tagged only with one position in a given hierarchy, however, a position can be used for multiple users. Users at the higher positions in the hierarchy have access to the data of the users at the lower positions, in the direct ancestor path. The direct higher positions have Read, Write, Update, Append, AppendTo access to the lower positions' data in the direct ancestor path. The non-direct higher positions, have Read-only access to the lower positions' data in the direct ancestor path. To illustrate the concept of the direct ancestor path, let's look at the diagram below. The Sales Manager position has access to the Sales data, however, it doesn't have access to the Support data, which is in the different ancestor path. The same is true for the Service Manager position. It doesn't have access to the Sales data, which is in the Sales path. Like in the Manager hierarchy, you can limit the amount of data accessible by higher positions with "Depth". The depth will limit how many levels deep a higher position has a Read-only access, to the data of the lower positions in the direct ancestor path. For example, if the depth is set to 3, the CEO position can see the data all the way down from the VP of Sales and VP of Service positions, to the Sales and Support positions.  NOTE With the Position hierarchy security, a user at a higher position has access to the records owned by a lower position user or by the team that a user is a member of, and to the records that are directly shared to the user or the team that a user is a member of. In addition to the Position hierarchy security model, the users at a higher level must have at least the user level Read privilege on an entity to see the records that the users at the lower positions have access to. For example, if a user at a higher level doesn't have the Read access to the Case entity, that user won't be able to see the cases that the users at a lower positions have access to.  Set up hierarchy security To set up the security hierarchy, you must have an Administrator security role. The hierarchy security is disabled by default. To enable: 1. Go to Settings > Security. 2. Choose Hierarchy security and select Enable Hierarchy Modeling. IMPORTANT To make any changes in Hierarchy security, you must have the Change Hierarchy Security Settings privilege.  After you have enabled the hierarchy modeling, choose the specific model by selecting the Manager Hierarchy or Custom Position Hierarchy. All system entities are enabled for hierarchy security out-of-the-box, but, you can exclude selective entities from the hierarchy. The Hierarchy Security window shown below:  Set the Depth to a desired value to limit how many levels deep a manager has a Read-only access to the data of their reports. For example, if the depth equals to 2, a manager can only access his accounts and the accounts of the reports two levels deep. In our example, if you log in into Dynamics 365 not as an Administrator, who can see all accounts, but, as the VP of Sales, you'll only be able to see the active accounts of the users shown in the red rectangle, as illustrated below:  NOTE While, the hierarchy security grants the VP of Sales access to the records in the red rectangle, additional access can be available based on the security role that the VP of Sales has.  Set up Manager and Position hierarchies The Manager hierarchy is easily created by using the manager relationship on the system user record. You use the Manager (ParentsystemuserID ) lookup field to specify the manager of the user. If you have already created the Position hierarchy, you can also tag the user with a particular position in the Position hierarchy. In the following example, the sales person reports to the sales manager in the Manager hierarchy and also has the Sales position in the Position hierarchy:  To add a user to a particular position in the Position hierarchy, use the lookup field called Position on the user record's form, as show below: IMPORTANT To add a user to a position or change the user's position, you must have the Assign position for a user privilege.  To change the position on the user record's form, on the nav bar, choose More (…) and choose a different position, as shown below:  To create a Position hierarchy: 1. Go to Settings > Security. 2. Choose Positions. For each position, provide the name of the position, the parent of the position, and the description. Add users to this position by using the lookup field called Users in this position. Below is the example of Position hierarchy with the active positions.  The example of the enabled users with their corresponding positions is shown below:  Performance considerations To boost the performance, we recommend: Keep the effective hierarchy security to 50 users or less under a manager/position. Your hierarchy may have more than 50 users under a manager/position, but you can use the Depth setting to reduce the number of levels for Read-only access and with this limit the effective number of users under a manager/position to 50 users or less. Use hierarchy security models in conjunction with other existing security models for more complex scenarios. Avoid creating a large number of business units, instead, create fewer business units and add hierarchy security. See also Security concepts for Microsoft Dynamics 365 Query and visualize hierarchical data Video: Hierarchical Security Modelling in Microsoft Dynamics CRM 2015 Video: Hierarchy Visualization in Microsoft Dynamics CRM 2015  Create users in Dynamics 365 (online) and assign security roles 10/11/2018 • 13 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You use the Office 365 Admin Center to create user accounts for every user who needs access to Dynamics 365 (online). The user account registers the user with Microsoft Online Services environment. In addition to registration with the online service, the user account must be assigned a license in order for the user to have access to the service. Note that when you assign a user the global administrator or the service administrator role in the Microsoft Online Services environment, it automatically assigns the user the System Administrator security role in Dynamics 365. More information: Differences between the Microsoft Online services environment administrative roles and Dynamics 365 (online) security roles  Create a user account When you create a user account in the Office 365 Admin Center, the system generates a user ID and temporary password for the user. You have the option to let the service send an email message to the user as clear text. Although the password is temporary, you may consider copying the information to send to the user through a more secure channel, such as from an email service that can digitally encrypt the contents. For step-by-step instructions for creating a Microsoft Online Services user account, see Create or edit users in Office 365. Check out the following video: Add People to Dynamics 365. NOTE When you create a user and assign a license in the Office 365 Admin Center, the user is also created in Dynamics 365 (online). The synchronization process between the Office 365 Admin Center and Dynamics 365 (online) can take a few minutes to complete. By entering a user ID and password, a user can access the Office 365 Admin Center to view information about the service. However, the user will not have access to Dynamics 365 (online) until you assign at least one Dynamics 365 (online) security role to this user.  TIP To force an immediate synchronization between the Office 365 Admin Center and Dynamics 365 (online), do the following: Sign out of Dynamics 365 (online) and the Office 365 Admin Center. Close all open browsers used for Dynamics 365 (online) and the Office 365 Admin Center. Sign back in to Dynamics 365 (online) and the Office 365 Admin Center.  User profile information Some user profile information is maintained and managed in the Office 365 Admin Center. After you create or update a user, these user profile fields are automatically updated and synchronized in your Dynamics 365 (online) instances. The following table shows the fields that are managed in the Users section of the Office 365 Admin Center.  DYNAMICS 365 USER FORM  OFFICE 365 / AZURE ACTIVE DIRECTORY USER  User Name  Username  Full Name  First name + Last name  Title  Job title  Primary Email*  Email  Main Phone  Office phone  Mobile Phone  Mobile phone  Fax  Fax number  Address  Street address  Address  City  Address  State or province  Address  Country or region  *To prevent data loss, the Primary Email field does not automatically update and synchronize with Dynamics 365 (online). The following are Office 365 user contact fields.  Add a license to a user account You can license the user when you create the user account, or you can license the user later. You must assign a license to every user account that you want to access the online service. For step-by-step instructions, see Assign, reassign, or remove licenses.  IMPORTANT Licensed users must be assigned at least one Dynamics 365 security role to access Dynamics 365 (online).  About user licenses Dynamics 365 (online) uses user licenses to provide access to your organization. You need one user license per person with an active user record who logs into your organization. When you add a new person, the New user account form displays the number of user licenses available. If you reach your limit, the On button is no longer available. You can add additional licenses by choosing Billing > Purchase Services from the left-side menu in the Office 365 Admin Center. An unaccepted invitation requires a user license until the invitation expires two weeks after it was issued. If you have more user licenses than you are using, contact support to reduce the number of licenses. You cannot reduce the number of licenses to less than you are currently using or less than your offer allows. Any changes are reflected in your next billing cycle. Each user license requires a unique Microsoft account, and every user who logs on to Dynamics 365 needs a license. Most Dynamics 365 subscriptions include a specific number of user licenses.  Assign a security role to a user Security roles control a user's access to data through a set of access levels and permissions. The combination of access levels and permissions that are included in a specific security role sets limits on the user's view of data and on the user's interactions with that data. Dynamics 365 (online) provides a default set of security roles. If necessary for your organization, you can create new security roles by editing one of the default security roles and then saving it under a new name. You can assign more than one security role to a user. The effect of multiple security roles is cumulative, which means that the user has the permissions associated with all security roles assigned to the user. Security roles are associated with business units. If you have created business units, only those security roles associated with the business unit are available for the users in the business unit. You can use this feature to limit data access to only data owned by the business unit. For more information about the difference between Microsoft Online Services administrator roles and Dynamics 365 (online) security roles, see Grant users access to Microsoft Dynamics 365 (online) as a Microsoft Online service. IMPORTANT You must assign at least one security role to every Dynamics 365 (online) user. The service does not allow access to users who do not have at least one security role. Even if a user is a member of a team with its own security privileges, the user won't be able to see some data and may experience other problems when trying to use the system.  In Dynamics 365 (online): 1. Click Settings > Security > Users. 2. In the list, select the user or users that you want to assign a security role to. 3. Click Manage Roles. Only the security roles available for that user's business unit are displayed.  4. In the Manage User Roles dialog box, select the security role or roles you want for the user or users, and then click OK.  (Optional) Assign an administrator role You can share Microsoft Online Services environment administration tasks among several people by assigning Microsoft Online Services environment administrator roles to users you select to fill each role. You might decide to assign the global administrator role to a second person in your organization for times when you are not available. There are five Microsoft Online Services environment administrator roles with varying levels of permissions. For example, the password reset administrator role can reset user passwords only; the user management administrator role can reset user passwords as well as add, edit, or delete user accounts; and the global administrator role can add online service subscriptions for the organization and can manage all aspects of subscriptions. For detailed information about Microsoft Online Services administrator roles, see Assigning Admin Roles. NOTE Microsoft Online Services environment administrator roles are valid only for managing aspects of the online service subscription. These roles don't affect permissions within the Dynamics 365 (online) service.  Enable or disable users To enable a user, assign a license to the user and add a user to the security group that is associated with an instance of Dynamics 365 (online). If you enable a user that was disabled, you must send a new invitation for the user to access the system. To disable a user, remove a license from the user or remove the user from the security group that is associated with an instance of Dynamics 365 (online). Removing a user from the security group doesn't remove the user's license. If you want to make the license available to another user, you have to remove the license from the disabled user. NOTE Removing all security roles from the user prevents the user from signing into and accessing Dynamics 365 (online). However, it doesn't remove the license from the user and the user remains in the list of the enabled users in Dynamics 365 (online). Removing security roles from a user isn't a recommended method of removing access to Dynamics 365 (online).  You must be a member of an appropriate administrator role to do these tasks. More information: Assigning Admin Roles Enable a user by assigning a license to the user and adding a user to the security group 1. Browse to the Office 365 admin center and sign in. 2. Click Users > Active users and select the user. 3. Under Product licenses, click Edit. 4. Turn on a Dynamics 365 (online) license, and then click Save > Close. 5. In the Office 365 Admin Center, click Groups > Groups. 6. Choose the security group that is associated with your Dynamics 365 (online) organization. 7. Under Members, click Edit, and then Add members. Select from the list of users with Office 365  licenses or use Search to find users. 8. Select the users to add to the security group, and then click Save > Close multiple times. To add multiple users, see: bulk add users to Office365 groups. Disable a user by removing a license from the user 1. In the Office 365 Admin Center, click Users > Active Users and select a user. 2. In the right-side menu, under Product licenses, click Edit. 3. Turn off the Dynamics 365 (online) license, and then click Save > Close multiple times. Disable a user by removing the user from the security group that is associated with an instance of Dynamics 365 (online ) 1. In the Office 365 Admin Center, click Groups > Groups. 2. Choose the security group that is associated with your Dynamics 365 (online) organization. 3. In the right-side menu, under Members, click Edit. 4. Click Remove members, and then the select users to remove from the security group. 5. Click Save > Close multiple times. NOTE You can also delete users in the Office 365 Admin Center. When you remove a user from your subscription, the license assigned to that user automatically becomes available to be assigned to a different user. If you want the user to still have access to other applications you manage through Office 365, for example Microsoft Exchange Online or SharePoint, don't delete them as a user. Instead, simply remove the Dynamics 365 license you've assigned to them.  NOTE When you sign out of the Office 365 Admin Center, you aren't signing out of Dynamics 365. You have to do that separately.  TIP To force an immediate synchronization between the Office 365 Admin Center and Dynamics 365 (online), do the following: Sign out of Dynamics 365 (online) and the Office 365 Admin Center. Close all open browsers used for Dynamics 365 (online) and the Office 365 Admin Center. Sign back in to Dynamics 365 (online) and the Office 365 Admin Center.  Create an Administrative user account An Administrative user is a user who has access to the Settings and Administration features but has no access to any of the customer engagement functionality. It is used to allow customers to assign administrative users to perform day-to-day maintenance functions (create user accounts, manage security roles, etc). Since the administrative user does not have access to customer data and any of the customer engagement functionalities, it does not require a Dynamics 365 (online) license (after setup). You need to have the System Administrator security role or equivalent permissions in Dynamics 365 to create an administrative user. First, you'll create a user account in Office 365 and then in Dynamics 365 (online), select the Administrative access mode for the account.  NOTE See Create an administrative user and prevent elevation of security role privilege for an example of how an Administrative user account can be used.  1. Create a user account in the Office 365 Admin Center. Be sure to assign a Dynamics 365 (online) license to the account. You'll remove the license (step 6) once you've assigned the Administrative Access Mode. 2. Go to Dynamics 365 (online). 3. Go to Settings > Security. 4. Choose Users > Enabled Users, and then click a user's full name. 5. In the user form, scroll down under Administration to the Client Access License (CAL ) Information section and select Administrative for Access Mode. You then need to remove the Dynamics 365 (online) license from the account. 6. Go to the Office 365 Admin Center. 7. Click Users > Active Users. 8. Choose the Administrative user account and under Product licenses, click Edit. 9. Turn off the Dynamics 365 (online) license, and then click Save > Close multiple times.  Create a non-interactive user account The non-interactive user is not a 'user' in the typical sense – it is not a person but an access mode that is created with a user account. It is used for programmatic access to and from Dynamics 365 between applications. A noninteractive user account lets these applications or tools, such as a Dynamics 365 to ERP connector, authenticate and access Dynamics 365 (online), without requiring a Dynamics 365 (online) license. For each instance of Dynamics 365 (online), you can create up to five non-interactive user accounts. You need to have the System Administrator security role or equivalent permissions in Dynamics 365 to create a non-interactive user. First, you'll create a user account in Office 365 and then in Dynamics 365 (online), select the non-interactive access mode for the account. 1. Create a user account in the Office 365 Admin Center. Be sure to assign a Dynamics 365 (online) license to the account. 2. Go to Dynamics 365 (online). 3. Go to Settings > Security. 4. Choose Users > Enabled Users, and then click a user's full name. 5. In the user form, scroll down under Administration to the Client Access License (CAL ) Information section and select Non-interactive for Access Mode. You then need to remove the Dynamics 365 (online) license from the account. 6. Go to the Office 365 Admin Center. 7. Click Users > Active Users. 8. Choose the non-interactive user account and under Product licenses, click Edit.  9. Turn off the Dynamics 365 (online) license, and then click Save > Close multiple times. 10. Go back to Dynamics 365 (online) and confirm that the non-interactive user account Access Mode is still set for Non-interactive.  Create an application user Introduced in December 2016 Update for Dynamics 365 (online), you can use server-to-server (S2S ) authentication to securely and seamlessly communicate with December 2016 update for Dynamics 365 (online) with your web applications and services. S2S authentication is the common way that apps registered on Microsoft AppSource use to access the Dynamics 365 data of their subscribers. All operations performed by your application or service using S2S will be performed as the application user you provide rather than as the user who is accessing your application. All application users are created with a non-interactive user account, however they are not counted towards the five non-interactive user accounts limit. In addition, there is no limit on how many application users you can create in an instance. You will need to create a custom security role and an application user to associate with your registered app. For more information, see Build web applications using Server-to-Server (S2S ) authentication.  How stub users are created A stub user is a user record that has been created as a placeholder. For example, records have been imported that refer to this user but the user does not exist in Dynamics 365 (online). This user cannot log in, cannot be enabled, and cannot be synchronized to Office 365. This type of user can only be created through data import. A default security role is automatically assigned to these imported users. The Salesperson security role is assigned in a Dynamics 365 Customer Engagement instance and the Common Data Service User security role is assigned in a PowerApps environment. See also Manage subscriptions, licenses, and user accounts Assigning Admin Roles Add users to Office 365 for business Security roles and privileges Manage Microsoft Dynamics 365 (online) licenses  Manage teams 9/27/2018 • 6 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Using teams in Dynamics 365 is optional. However, teams provide an easy way to share business objects and let you collaborate with other people across business units. While a team belongs to one business unit, it can include users from other business units. You can associate a user with more than one team. You can use two types of teams: An owner team owns records and has security roles assigned to the team. The team's privileges are defined by these security roles. In addition to privileges provided by the team, team members have the privileges defined by their individual security roles and by the roles from other teams in which they are members. A team has full access rights on the records that the team owns. An access team doesn't own records and doesn't have security roles assigned to the team. The team members have privileges defined by their individual security roles and by roles from the teams in which they are members. The records are shared with an access team and the team is granted access rights on the records, such as Read, Write, or Append.  Owner team or access team? Choosing the type of the team may depend on the goals, nature of the project, and even the size of your organization. There are a few guidelines that you can use when choosing the team type. When to use owner teams Your organization's policies require the ability for records to be owned by entities other than users, such as the team entity. The number of teams is known at the design time of your Dynamics 365 system. Daily reporting on progress by owning teams is required. When to use access teams The teams are dynamically formed and dissolved. This typically happens if the clear criteria for defining the teams, such as established territory, product, or volume are not provided. The number of teams is not known at the design time of your Dynamics 365 system. The team members require different access rights on the records. You can share a record with several access teams, each team providing different access rights on the record. For example, one team is granted the Read access right on the account and another team, the Read, Write, and Share access rights on the same account. A unique set of users requires access to a single record without having an ownership of the record.  About owner teams An owner team can own one or more records. To make a team an owner of the record, you must assign a record to the team. While teams provide access to a group of users, you must still associate individual users with security roles that  grant the privileges they need to create, update, or delete user-owned records. These privileges can't be applied by assigning security roles to a team and then adding the user to that team. If an owner team doesn't own records and doesn't have security roles assigned to the team, it can be converted to an access team. It is a one-way conversion. You can't convert the access team back to the owner team. During conversion, all queues and mailboxes associated with the team are deleted. When you create a team in the Web application, you have to choose the team type Owner. More information: Assign a record to a user or team  Create a team 1. Make sure that you have the System Administrator, System Customizer, Sales Manager, Vice President of Sales, Vice President of Marketing, or CEO -Business Manager security role or equivalent permissions. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Security. (In Microsoft Dynamics 365 for Outlook, go to Settings > System > Security.) 3. Click Teams. 4. On the Actions toolbar, click the New button, complete the required fields, and then click Save. If you don't select the business unit to which the team will belong, by default, the root business unit is selected. The root business unit is the first business unit created for an organization.  Edit a team 1. Make sure that you have the System Administrator, System Customizer, Sales Manager, Vice President of Sales, Vice President of Marketing, or CEO -Business Manager security role or equivalent permissions. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Security. (In Dynamics 365 for Outlook, go to Settings > System > Security.) 3. Click Teams. 4. In the Teams dropdown list, select All Teams or another appropriate view. 5. In the grid, select the team you want to edit. 6. On the Actions toolbar, click Edit, change the desired fields, and then click Save.  About access teams and team templates You can create an access team manually by choosing the team type Access, or let the system create and manage an access team for you. When you create an access team, you can share multiple records with the team. A system-managed access team is created for a specific record, other records can't be shared with this team. You  have to provide a team template that the system uses to create a team. In this template, you define the entity type and the access rights on the record that are granted to the team members when the team is created. A team template is displayed on all record forms for the specified entity as a list. When you add the first user to the list, the actual access team for this record is created. You can add and remove members in the team by using this list. The team template applies to the records of the specified entity type and the related entities, according to the cascading rules. To give team members different access on the record, you can provide several team templates, each template specifying different access rights. For example, you can create a team template for the Account entity with the Read access right, which allows the team members to view the specified account. For another team that requires more access to the same account, you can create a team template with Read, Write, Share and other access rights. To be added to the team, a minimum access level a user must have on the entity specified in the template is Basic (User) Read. Because of the parental relationship between the team template and system-managed access teams, when you delete a template, all teams associated with the template are deleted according to the cascading rules. If you change access rights for the team template, the changes are applied only to the new auto-created (systemmanaged) access teams. The existing teams are not affected. NOTE A user must have sufficient privileges to join an access team. For example, if the access team has the Delete access right on an account, the user must have the Delete privilege on the Account entity to join the team. If you're trying to add a user with insufficient privileges, you'll see this error message: "You can't add the user to the access team because the user doesn't have sufficient privileges on the entity."  For the step-by-step instructions on how to create a team template and add it the entity form, see the article in the Create a team template and add to an entity form  Maximum settings for system-managed access teams The maximum number of team templates that you can create for an entity is specified in the MaxAutoCreatedAccessTeamsPerEntity deployment setting. The default value is 2. The maximum number of entities that you can enable for auto-created access teams is specified in the MaxEntitiesEnabledForAutoCreatedAccessTeams deployment setting. The default value is 5. You can use the Set-CrmSetting Windows PowerShell command to update this value. See also Manage security, users and teams Create a team template and add to an entity form About team templates Print leads, quotes, and other records Add teams or users to a field security profile About team templates Download: Access Teams in Microsoft Dynamics CRM Download: Scalable security modeling with Microsoft Dynamics CRM Entity relationship behavior  About collaborating with team templates 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Using teams in Dynamics 365 is optional, however, teams give you an easy way to share information and collaborate with users across business units. A team is a group of users. As a group, you will be able to track information about the records and perform assigned tasks in much more efficient and coordinated way. While a team belongs to only one business unit, it can include users from other business units. A user can be associated with more than one team. There are two types of teams that you can work with: owner and access. An owner team owns records and has security roles assigned to the team. The team's privileges are defined by these security roles. In addition to privileges provided by the team's security roles, users have the privileges defined by their individual security roles and by the roles from other teams in which they are members. A team has full access rights on the records that the team owns. An access team doesn't own records and doesn't have security roles assigned to the team. The users have privileges defined by their individual security roles and by the roles from other teams in which they are members. The records are shared with an access team and the team members are granted access rights on the records, such as Read, Write, or Append. An access team can be created manually (user-created) or automatically (system-managed). You can share multiple records with a user-created access team. A system-managed team is created for a specific record and other records can't be shared with this team. For system-managed teams, you have to provide a team template that the system uses to create a team. In this template, you define the entity type and the access rights on the record that are granted to the team members when the team is created. A team template is displayed on all record forms for the specified entity as a list. When you add the first user to the list, the actual access team for this record is created. You can add and remove members in the team using this list. The team template applies to the records of the specified entity type and the related entities, according to the cascading rules. To give team members different access on the record, you can provide several team templates, each template specifying different access rights. For example, you can create a team template for the account entity with the Read access right, which allows the team members to view the specified account. For another team that requires more access to the same account, you can create a team template with Read, Write, Share and other access rights. Only entities that are enabled for system-managed access teams can be specified in the template. If you change access rights in the team template, the changes are only applied to new system-managed access teams. The existing teams aren't affected. For information about how to create a team template, enable an entity for system-managed access teams and how to customize the entity form to add the team template, see Create a team template and add to an entity form. See also Create a team template and add to an entity form Manage teams Access teams in Microsoft Dynamics CRM  Create a team template to control access rights for automatically created teams 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x A team template can be used for the entities that are enabled for automatically created access teams. In the team template, you have to specify the entity type and the access rights on the entity record. For example, you can create a team template for an account entity and specify the Read, Write, and Share access rights on the account record that the team members are granted when the team is automatically created. After you create a team template, you have to customize the entity main form to include the new team template. After you publish customizations, the access team template is added in all record forms for the specified entity in a form of a list. For example, you created a team template called "Sales team" for the account entity. On all account record forms you'll see the list called "Sales team". You can add or remove team members using this list.  Enable an entity for access teams 1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics 365. 2. Go to 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 use in the team template. 5. On the Entity Definition form, in the Communication & Collaboration section, select the Access Teams checkbox. 6. On the Actions toolbar, choose Save.  Create a team template 1. Go to Settings > Security. 2. Choose Access Team Templates. 3. On the Actions toolbar, choose New, complete the required fields, and then choose Save.  Add a team template to the entity form 1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics 365. 2. Go to Settings > Customizations. 3. In the Customization window, choose Customize the System. 4. In the navigation pane, expand Entities, expand the entity you want to use in the team template, and then choose Forms. 5. In System Forms, select Active Forms > Main form.  6. On the Main form, open the Insert tab. 7. On the ribbon, choose Sub-Grid. The Set Properties dialog box appears. 8. In Set Properties, complete the required fields, and then select the Display label on the Form check box. 9. In the Records drop-down list, select All Record Types. 10. In the Entity drop-down list, select Users. 11. In the Default View drop-down list, select Associated Record Team Members. 12. In the Team Template drop-down list, select the desired template and choose Set. The team template you selected now appears on the Main form. 13. On the Actions toolbar, click or tap Save, and then choose Publish. See also Manage teams About team templates  Add teams or users to a field security profile to control access 9/27/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Role-based security controls access to a specific entity type, record-based security controls access to individual records, and field-level security controls access to specific fields. You can use a field security profile to manage the permission of users and teams to read, create, or write in secured fields. For example, the System Administrator field security profile gives full access to all secured fields in Dynamics 365. 1. Go to Settings > Security. 2. Choose Field Security Profiles. 3. Choose the profile name that you want to add teams or users to. 4. Under Related, choose Teams or Users. 5. On the Actions toolbar, choose Add. 6. Select a team or user from the list. You can search for a team or user first. 7. Choose Add. 8. Close the field security profile record. See also Control data access Security concepts for Microsoft Dynamics 365 Manage security, users and teams Synchronize user information between Microsoft Dynamics 365 and Active Directory  Synchronize user information with Active Directory 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (on-premises) Dynamics 365 supports two methods for authenticating users: Integrated Windows Authentication Claims-based authentication By default, customers who purchase Dynamics 365 and deploy it on-premises use Windows Authentication. These customers also can set up claims-based authentication for Internet-facing deployments (IFDs) of the product. With integrated Windows Authentication, each user record in Dynamics 365 must be associated with a user account in Active Directory to enable log on to Dynamics 365. When the user records are associated, Dynamics 365 automatically reads and stores other information about the user record (including the first and last name, the email address, and the globally unique identifier, or GUID ) from the Active Directory directory service. However, changes to the Active Directory information associated with a specific user can create discrepancies with the information maintained in Dynamics 365, thereby preventing the user from accessing Dynamics 365. Specifically, if value of the User SamAccountName logon attribute in Active Directory changes for a user, the corresponding user information in Dynamics 365 won't match and the user won't be able log on. To ensure that the user can successfully log on to Dynamics 365, you must update the information in the Dynamics 365 user record so that it matches the detail in Active Directory. Before you start, be sure to record the value of the User SamAccountName logon attribute for the affected user before updating the corresponding user record in Dynamics 365. NOTE For information about synchronizing Dynamics 365 (online) with Active Directory, see the blog post How to Synchronize CRM Online with your Active Directory.  1. Go to Settings > Security. 2. Choose Users. 3. In the list of users, choose to select the user record you want to update, and then choose Edit. 4. In the User Name text box, type an Active Directory user name that isn't used by any Dynamics 365 user record. IMPORTANT If you specify a user name that already exists in Active Directory, Dynamics 365 will try to map the user to the updated user in Active Directory, and when it locates an existing record with the same GUID, the mapping will fail.  If all the user accounts in Active Directory are used by Dynamics 365 user records, create a temporary Active Directory user account. 5. Save the user record, and then in the User Name text box, type in the User SamAccountName logon  value that appears for the user Active Directory, which you recorded prior to starting this procedure. 6. Choose Save and Close. See also Manage security, users and teams Add or remove territory members  Add or remove territory members 9/27/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x To accommodate changes in sales territories or the representatives that are assigned to each territory, you can add or remove territory members in Dynamics 365. 1. Go to Settings > Business Management. 2. Choose Sales Territories. 3. In the list of territories, under Territory Name, double-click or tap the entry for the territory you want to add people to or remove people from. 4. In the Navigation Pane, expand Common if necessary, and then choose Members. 5. Follow the steps for the task you're performing: Add people to a sales territory a. On the ribbon, choose Add Members, view the text in the Message from webpage dialog box, and then choose OK to close the dialog box. b. In the Look Up Records dialog box, in the Search text box, type in the name or a part of the name of the user you want to add to the sales territory, and then choose the Start search icon . c. In the list of records, select the people you want to add to the sales territory, and then tap or click Add. Remove people from a sales territory a. In the list of members, select the people you want to remove from the sales territory, and then on the ribbon, choose Remove Members. b. In the Remove Members dialog box, choose Remove. NOTE When you remove someone from a sales territory, the updated list of members isn't displayed until you refresh the page.  See also Manage users Manage security, users and teams  Troubleshooting: User needs read-write access 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You don't have sufficient permissions to access Dynamics 365. A Dynamics 365 system administrator will need to do the following in the Dynamics 365 application: 1. Go to Settings > Security. 2. Choose Users. 3. Open the user record. 4. Choose More Commands ( ) > Manage Roles. 5. Make note of the role assigned to the user. If appropriate, select a different security role. Close the Manage User Roles dialog box. 6. Choose Security > Security Roles. 7. Choose the security role from step 4. 8. Choose Core Records. 9. Confirm that the Read permission for User Entity UI Settings is set to the User level (a yellow circle with a wedge-shaped segment). If the security role is missing this permission, the system administrator will need to change this setting by clicking or tapping on it.  NOTE If you have multiple security roles assigned, confirm that at least one assigned role has the User Entity UI Settings privilege set to the User level.  See also Manage security, users and teams  Manage instances 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You manage your Dynamics 365 (online) instances from the Dynamics 365 admin center. 1. Browse to the Office 365 admin center and sign in using Global administrator credentials. 2. Choose Admin > Dynamics 365 This section provides information on how you add or edit instances of a Dynamics 365 (online) subscription and set up additional non-production (Sandbox) instances. See also Terminology used in the product and documentation  What's new for instance management 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You might have noticed some changes to the Dynamics 365 admin center. On March 21, 2018, we introduced the following:  1. Instance type picker. Filter on the type of instance: Trial, Production, Sandbox. 2. Common Data Service instance. PowerApps Environments provisioned with Common Data Service in the PowerApps admin center are now displayed in the Dynamics 365 admin center as Common Data Service instances.  Filter by instance type If you're a large organization, you might have numerous instances of various types such as Production and Sandbox. You can now filter for instance type to show only the type you're interested in. 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. 2. Click Admin centers > Dynamics 365. 3. Choose the Instances tab. 4. Select an instance type to display instances for that type only.  Common Data Service instance Once you create Environments provisioned with Common Data Services in the PowerApps admin center, they will now show up as Common Data Service instances in your Dynamics 365 admin center.  For more information, see Manage Common Data Service instances. See also Administer PowerApps overview Introduction to the admin center for PowerApps  Manage Sandbox instances 8/24/2018 • 3 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x A Sandbox instance is any non-production instance of Dynamics 365 (online). Isolated from production, a Sandbox instance is the place to safely develop and test application changes with low risk. NOTE With December 2016 Update for Dynamics 365 (online), we no longer require a minimum purchase amount to receive a free Sandbox instance. If you've purchased a subscription and have not received a free Sandbox instance, you will be provided one when you purchase full Dynamics 365 Enterprise licenses. There is a limit of one free Sandbox instance per tenant. You can also purchase additional Sandbox instances. For more information, see Dynamics 365 pricing and licensing. Check out Switch an instance for information on how to switch an instance to or from Sandbox and for licensing considerations.  TIP Check out the following video: Sandbox instances for Dynamics 365 (3:18).  View your Sandbox instances You manage your Sandbox instances from the Dynamics 365 admin center. 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. 2. Click Admin centers > Dynamics 365. 3. Choose the Instances tab. On the Manage your Dynamics 365 instances page, you'll see a list of all your instances.  Reset a Sandbox instance You can reset a Sandbox instance to delete and re-provision it. Consider a reset when you want to: Change to a different version of Dynamics 365 (online). Create a new project Free up storage space Remove an instance containing Personally Identifiable Information (PII) data  NOTE You can only reset Sandbox instances. Check out the following video: Dynamics CRM 2013 Spring '14 Online New Features -Reset. This video also applies to CRM Online 2015 Update 1 and Dynamics CRM Online 2016 Update.  An example scenario Thomas is looking at the storage consumed by the various Contoso instances and is getting concerned that they'll run out of space in one of their production instances. He'd like to free up some space so he can give the production instance some additional storage. He's also been notified that the Legal department has set a retention policy on the use of production data in the test environment. After contacting Isaac, Thomas resets the Sales department's complete Sandbox instance. The instance is reprovisioned to factory settings and ready for future use as a Sandbox instance for a future project. To reset an instance 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. 2. Click Admin centers > Dynamics 365. 3. Choose the Instances tab. 4. Select a Sandbox instance, and then click Reset. 5. On the reset instance page, adjust the instance settings as needed and then click Reset. WARNING The Sandbox instance will be deleted and reset to factory settings. You will not be able to recover any deleted data.  6. Click yes in the confirmation dialog box.  Administration mode When you place a Sandbox instance in administration mode only users with Dynamics 365 System Administrator or System Customizer security roles will be able to sign in to that instance. Administration mode is useful when you want to make operational changes and not have regular users affect your work, and not have your work affect regular users. NOTE You can only place Sandbox instances in administration mode. Processes that use code, such as plug-ins or custom workflow assemblies, continue to be processed by the Dynamics 365 platform when administration mode is enabled and background operations are disabled. Check out the following video: Dynamics CRM 2013 Spring '14 Online New Features -Admin Mode. This video also applies to CRM Online 2015 Update 1 and Dynamics CRM Online 2016 Update.  On the admin settings page, you can set the following.  SETTING  DESCRIPTION  Enable administration mode  Select to enable administration mode for the selected Sandbox instance. Only System Administrators or System Customizers will be able to sign in to the selected Sandbox instance.  Disable background operations  Select to disable all asynchronous operations (see Asynchronous service architecture ) such as workflows and synchronization with Exchange. Emails will not be sent and server-side synchronization for appointments, contacts, and tasks are disabled. Note: Administration mode must be enabled to disable background operations.  Custom message for end users  Enter a message that will be displayed to all users when they attempt to sign in.  Set administration mode 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. 2. Click Admin centers > Dynamics 365. 3. Choose the Instances tab. 4. Select a Sandbox instance, and then click Admin. 5. Select Enable administration mode to enable it, and then click Save. See also Blog: Introducing Sandbox Instances in CRM Online Switch an instance Delete an instance Copy an instance  Add an instance to your subscription 8/24/2018 • 8 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can add production and non-production (Sandbox) instances to a Dynamics 365 (online) subscription. Each new instance creates a separate organization that can be used by different departments, locations, or for nonproduction purposes such as development. For more information on the instance types available to you, see Microsoft Dynamics 365 pricing and licensing. Purchase the Dynamics 365 (online) instance on the Microsoft online services portal Purchase subscriptions page. Additional storage and instances can be purchased by customers who have a paid Dynamics 365 (online) Professional user license subscription. You must have the Office 365 Global administrator to do these tasks. For more information, see Assigning administrator roles.  What information do I need to create an instance? When you add an instance, you can accept the default values, or enter different values to create a Dynamics 365 (online) instance. Select which scenario fits you best. The apps you can choose depend on the licenses you've purchased. If you haven't purchased any Dynamics 365 licenses, you'll only see None of these (don't preinstall any apps).  Name. This is typically the name of your organization and is displayed in the Dynamics 365 application. URL. The URL is used to construct the URL for users to sign-in to the Dynamics 365 application. Therefore, we recommend that you limit the length of URL name to reduce the overall length of the URL. Purpose. This value is used to associate the instance with a specific intent and is only displayed in the instance picker, which is accessed through the Dynamics 365 admin center. For example, if this instance is for exclusive use by your sales and marketing departments you can enter Contoso Sales and Marketing or if the instance is for development and for testing purposes enter a relevant name such as Contoso Development. Security Group. This value is used to determine the Microsoft Online Services security group that includes the users who will have access to this instance of Dynamics 365 (online). For more information, see Control user access to instances: security groups and licenses.  IMPORTANT If you do not specify a security group, all users associated with the subscription who have a Dynamics 365 (online) license will be added to the new instance.  Country/Region. You can specify a region for the instance. NOTE To request the ability to create Dynamics 365 (online) instances (production and non-production) in more than one geographical region, please contact your account manager or Technical Support.  Currency. When you add an instance, you must select a base currency before the instance is provisioned. Although you can add currencies in the Dynamics 365 application, only the base currency will be used for reporting. WARNING Once set, the base currency cannot be changed.  Add an additional instance The following steps apply to customers who do not purchase using volume licensing. Volume license customers should see: Microsoft Volume Licensing Service Center. Step 1: Purchase the additional instance 1. Sign in to the Office 365 admin center as an Office 365 Global administrator. In the navigation pane, click Billing > Purchase Services. 2. Scroll down to the Add-on subscriptions section, and then hover over Microsoft Dynamics 365 (online) Additional Non-production Instance or Microsoft Dynamics 365 (online) Additional Production Instance, and then click Buy now. 3. Proceed through the screens to purchase additional instances. For more information, see Microsoft Dynamics 365 pricing and licensing. TIP Close your Dynamics 365 (online) browser session and open a new session to force an update to the Manage all Dynamics 365 (online) instances page.  Step 2: Configure the additional instance 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. 2. Click Admin centers > Dynamics 365. 3. Choose the Instances tab. 4. Select the instance that you want to configure, and then click Configure.  TIP If the instance does not appear in the list or is in a state other than ready to configure, wait a few minutes and then try again. Or, close your Dynamics 365 (online) browser session and open a new session to force an update to the Manage all Dynamics 365 (online) instances page. You cannot start a new Dynamics 365 (online) instance until you click Configure and complete the configuration process. Dynamics 365 (online) instances will not come prepared with sample data when configured by an Office 365 Global administrator who does not have a Dynamics 365 (online) license. Sample data may be added later, after the instance is configured and ready to use, by a Dynamics 365 (online) licensed user who has the Dynamics 365 System administrator security role. For more information, see Add or remove sample data.  5. On the configure new instance page, enter your settings, and then click Next. 6. On the Confirm some details page, verify that the country/region and currency displayed are correct. Although you can add currencies in the Dynamics 365 application, only the base currency will be used for reporting. WARNING After a base currency is selected it cannot be changed.  After you have verified that the base currency is correct, click Finish. 7. Once your instance is set up, make note of the URL and click or tap it to launch Dynamics 365 (online). Prepare the instance for users by assigning security roles, creating teams, customizing, and importing data. More information: Getting Started.  What is the effect of an additional instance on storage? When you add a new Dynamics 365 (online) instance, the new instance and any existing instances will consume the existing storage that is available to the account. Warnings will be communicated when storage is near capacity.  Control user access to instances: security groups and licenses If your company has multiple Dynamics 365 (online) instances, you can use security groups to control which licensed users can be a member of a particular instance. Consider the following example scenario: INSTANCE  SECURITY GROUP  PURPOSE  Coho Winery Sales  Sales_SG  Provide access to the organization that creates sales opportunities, handles quotes, and closes deals.  Coho Winery Marketing  Marketing_SG  Provide access to the organization that drives marketing efforts through marketing campaigns and advertising.  Coho Winery Service  Marketing_SG  Provide access to the organization that processes customer cases.  INSTANCE  SECURITY GROUP  PURPOSE  Coho Winery Dev  Developer_SG  Provide access to the Sandbox instance used for development and testing.  In this example, four security groups provide controlled access to a specific organization. Note the following about security groups: When users are added to the security group, they are added to the Dynamics 365 instance. When users are removed from the group, they are disabled in the Dynamics 365 instance. When a security group is associated with an existing instance with users, all users in the instance that are not members of the group will be disabled. If a Dynamics 365 instance does not have an associated security group, all users with a Dynamics 365 license will be created as users and enabled in the instance. If a security group is associated with an instance, only users with Dynamics 365 licenses that are members of the instance security group will be created as users in the Dynamics 365 instance. When you remove a security group that is associated with a Dynamics 365 (online) instance, either by editing the instance and removing the security group or by deleting the security group, Dynamics 365 (online) licensed users who were members of the security group will have the same access to Dynamics 365 (online). When you assign a security group to an instance, that instance will not show up in the Instances tab (instance picker) in the Dynamics 365 admin center for users not in the group. If you do not assign a security group to an instance, the instance will show up in the Instances tab (instance picker) in the Dynamics 365 admin center even for those who have not been assigned a security role in that Dynamics 365 instance. You cannot make security groups members of other security groups. NOTE All licensed users, whether or not they are members of the security groups, must be assigned Dynamics 365 security roles to access Dynamics 365 (online). You assign the Dynamics 365 security roles in the Dynamics 365 (online) web application. Users can't access instances of Dynamics 365 (online) until they are assigned at least one security role for that instance. More information: Grant users access to Microsoft Dynamics 365 (online).  Create a security group and add members to the security group 1. Sign in to the Office 365 admin center. 2. Click Groups > Groups. 3. Click + Add a group. 4. Change the type to Security group, add the group Name and Description. Click Add > Close. 5. Click the group you created, and then next to Members, click Edit. 6. Click + Add members. Select the users to add to the security group, and then click Save > Close several times to return to the Groups list. 7. To remove a user from the security group, select the security group, next to Members, click Edit. Click Remove members, and then click X for each member you want to remove.  NOTE If the users you want to add to the security group are not created, create the users and assign to them the Dynamics 365 (online) licenses. To add multiple users, see: bulk add users to Office365 groups.  Create a user and assign license 1. In the Office 365 Admin Center, click Users > Active users > + Add a user. Enter the user information, select licenses, and then click Add. More information: Add users individually to Office 365 - Admin Help Associate a security group with a Dynamics 365 instance 1. In the Office 365 Admin Center, click Admin centers > Dynamics 365. 2. Click the Instances tab, select an instance, and then click Edit. 3. In security settings, search for a specific security group, and then click Next > Save. TIP To force an immediate synchronization between the Office 365 admin portal and Dynamics 365 (online), do the following: Sign out of Dynamics 365 (online) and the Office 365 admin portal. Close all open browsers used for Dynamics 365 (online) and the Office 365 admin portal. Sign back in to Dynamics 365 (online) and the Office 365 admin portal.  See also Edit properties of an instance Manage Dynamics 365 (online) Sandbox instances Grant users access to Microsoft Dynamics 365 (online) Manage subscriptions, licenses, and user accounts  Switch an instance 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You may decide that your customization work developed and tested on a Sandbox instance is now ready to go live. If you've placed your Sandbox instance in administration mode, only users with Dynamics 365 System Administrator or System Customizer security roles are able to sign in to that instance. Once you switch the instance type to Production, all your users can access your Dynamics 365 organization. When you configure or edit an instance, you can switch the instance from: Production to Sandbox Sandbox to Production Switching an instance does not change the number of your purchased licenses. Review the License considerations section for how switching can impact license allocation.  Switch an instance 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. 2. Click Admin centers > Dynamics 365. 3. Choose the Instances tab. 4. Select the instance that you want, and then click Edit. If this is a new instance, click Configure. 5. Under Instance type, choose the instance type and then click Next. 6. Review the settings and then click Save.  License considerations Review the following table to see how switching an instance type is impacted by your Dynamics 365 (online) licenses. SCENARIO  RESULT  NOTES  Switch a Production instance to Sandbox. You have unused Sandbox licenses.  A Sandbox license is used.  Sandbox instances have special features such as Reset and Administration modes. See Manage Dynamics 365 (online) Sandbox instances.  Switch a Production instance to Sandbox. You do not have any unused Sandbox licenses. You have unused Production licenses.  A Production license is used.  Sandbox instances have special features such as Reset and Administration modes. See Manage Dynamics 365 (online) Sandbox instances.  Switch a Production instance to Sandbox. You do not have any unused Sandbox or Production licenses.  The Production instance is not changed. You need to purchase a Sandbox instance.  Sandbox instances have special features such as Reset and Administration modes. See Manage Dynamics 365 (online) Sandbox instances.  SCENARIO  RESULT  Switch a Sandbox instance to Production. You have unused Production licenses.  A Production license is used. A Sandbox instance becomes available.  Switch a Sandbox instance to Production. You do not have any unused Production licenses.  You will need to purchase a Production license.  See also Manage Microsoft Dynamics 365 (online) instances Manage Dynamics 365 (online) Sandbox instances Add an instance to your subscription  NOTES  See Add an instance to your subscription.  Copy an instance to a Sandbox instance 8/24/2018 • 6 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can use Copy instance in the Dynamics 365 admin center to copy the Dynamics 365 application and all data from any instance to a Sandbox instance. You can do either a full or minimal copy. TIP Check out the following video on copying an instance to a Sandbox instance: Microsoft Dynamics CRM 2013 Spring '14 Online New Features -Copy. This video also applies to CRM Online 2015 Update 1 and Dynamics CRM Online 2016 Update.  NOTE To copy instances larger than 100 GB, please contact technical support.  Full copy instance A full copy includes all application data, users, and customizations from the source instance and is suitable for: User acceptance testing Upgrade testing Preview in production (TAP/EA) Training An example scenario Isaac, a business application developer, has received a request from the sales department to configure and deploy a social media integration solution from another company vendor. Isaac has never installed a solution from this vendor and is unsure what impact this would have on the production application. He'd like to import the solution into an environment that is nearly identical to, but isolated from, production to learn about the solution and make the appropriate configuration changes. Isaac submits a request to Thomas, the IT Manager for Contoso, to create a full copy Sandbox instance for him. After the full copy is complete, Isaac receives a mail from Thomas telling him the Sandbox instance is ready. Isaac logs into the Sandbox instance and makes the necessary changes to make sure that production external services will not be impacted by the Sandbox instance. Once changes are complete, Isaac turns off administration mode and enables background services. Isaac is able to use the full copy Sandbox instance to do his testing and later manually import the solution into production.  Minimal copy instance A Minimal copy only includes users, customizations, and schema from the source instance and is suitable for: Iterative team development  Partner/ISV solutions Proof of concept An example scenario Isaac has a large development project starting next week for the sales department. He has a team of developers ready to start on the project, some of whom are internal to Contoso and some are external vendors. The Contoso sales application contains Personally Identifiable Information (PII) that the sales manager has explicitly stated must not be made available to any external parties for privacy and legal liability reasons. Isaac requests a minimal copy Sandbox instance that does not contain any production data or users. In addition, Isaac creates an Office 365 security group to give the development team access to the Sandbox instance. After modifying and enabling some of the plug-ins, the developer Sandbox instance functions the same and is completely isolated from the production application. The development team works on their modifications in this instance for several weeks. They package their changes into a solution and export/import to deploy to the full copy Sandbox instance. After a successful round of testing and signoffs, the changes are manually deployed to production. Entities copied in a Minimal copy The following entities are copied when you do a Minimal copy: ENTITIES  BusinessUnit ConnectionRole Currency DuplicateRule DuplicateRuleCondition EmailServerProfile FieldPermission FieldSecurityProfile ImportMap InternalAddress Mailbox Organization Position Report Resource  ENTITIES  ResourceGroup Role RollupField SavedQuery SLAKPIInstance Solution Subject Team TeamTemplate Template SystemUser  To copy an instance 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. NOTE Global administrators can copy all available instances. Dynamics 365 System administrators can copy instances for which they have the System administrator role.  2. Click Admin centers > Dynamics 365. 3. Choose the Instances tab. 4. Select an instance, and then click Copy. 5. On the copy instance page, select a target instance, a copy type, adjust the instance settings as needed, and then click Copy. A target instance can be a Sandbox or Preview instance; not a Production instance. WARNING The target instance will be deleted and replaced with a copy of the data and customizations from the source instance. You won't be able to recover any deleted data.  6. Click yes in the confirmation dialog box. Once the copy process is complete, the target instance is placed in Administration mode and background operations are disabled. The next section describes recommended Administrator actions for the newly created copy (target) instance.  Next steps after copying an instance To ensure the newly created copy (target) instance does not impact your production instance, once the copy operation is complete, two things happen: 1. The newly created copy instance is placed in administration mode. Only those with Dynamics 365 System Administrator or System Customizer security roles can sign in and manage the copy instance. Regular Dynamics 365 users cannot sign in and use the copy instance. 2. Background operations are disabled in the copy instance. Disabled operations include workflows and synchronization with Microsoft Exchange. Review components You should review the status of application components in the copy instance with external connections such as Yammer, email, plug-ins, custom workflow activities, etc. Review these and consider what action to take: 1. Disable the component. 2. Redirect the component to another service instance such as one running Exchange or SharePoint. 3. Do nothing – leave the component as is in the copy instance. For example, you might decide to allow Yammer posting to both the copy and production instances. Here are some possible application components in the copy instance that could have external connections and therefore could impact services with the same connections in your production instance. Email. A mailbox cannot be synced with two different instances. For a full copy instance, the user mailboxes in the copy instance must be disabled so the mailboxes do not attempt to send or receive email, or track appointments, contacts, or tasks. Set synchronization for the following to None. Incoming Email Outgoing Email Appointments, Contacts, Tasks More information: Set the delivery method for incoming and outgoing email SharePoint. Deactivate or redirect SharePoint to a sandbox SharePoint environment to prevent impacting documents in Dynamics 365 managed by SharePoint. In Dynamics 365, go to Settings > Documentation Management > SharePoint Sites. Select your site, and then click Deactivate. Yammer. Disable Yammer or redirect to a separate Yammer service to prevent posts made in the copy instance conflicting with posts made in the production instance. In Dynamics 365, go to Settings > Administration > Yammer Configuration. After creating a new Sandbox instance, workflows and system jobs might be pending execution. Apart from these jobs, if you have connected Yammer to Dynamics 365 there will be Yammer activity streams posted from Dynamics 365 to Yammer asynchronously. These activity streams are not visible through the system jobs. If there were any pending Yammer activity streams before the Disable Background Process is turned on, these activity steams will be posted to the current Yammer configuration once the Disable Background Process is turned back off. In the Sandbox instance, if you have your current Yammer configuration connected to the same Yammer network as your production environment, you might see duplicate activity streams. To avoid duplicate Yammer activity streams, redirect your Sandbox instance to another Yammer network (possibly a test network) before turning background processes back on. Platform extensibility. Consider disabling the following that could be running in the copy instance and impacting external service components.  Server-side plug-ins. Workflow custom activity. Client extensibility. Review the following. Client-side JavaScript. Take a look at your JavaScript and HTML web resources for read/write operations that could impact external services. IFRAMES. Determine if the target of an IFRAME is a production instance. See also Introducing Sandbox Instances in CRM Online Manage Dynamics 365 (online) Sandbox instances Manage Microsoft Dynamics 365 (online) instances  Delete an instance 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can delete Dynamics 365 (online) Sandbox instances to recover the licenses and storage space or to prevent them from being used by mistake. In order to delete a production instance, you must first switch to a Sandbox instance and then delete the Sandbox instance. You can delete a Support instance directly.  Delete an instance 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. 2. Click Admin centers > Dynamics 365. 3. Choose the Instances tab. 4. Select the instance that you want, and then click Delete. WARNING Your data will be lost! Be sure you've selected the correct instance.  5. Click Confirm to delete the instance. Deleting an instance doesn't change the number of your licenses purchased. For example, say you have two instances - one Sandbox and one production - and you decide to delete your Sandbox instance. After the delete has successfully completed, you'll see one production instance and one instance to configure in the Instance tab of the Manage your Dynamics 365 updates page. See also Manage Microsoft Dynamics 365 (online) instances Switch an instance  Backup and restore instances 8/24/2018 • 3 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Protecting your Dynamics 365 data and providing continuous availability of service is important for you and for us. You have multiple options for backing up and restoring your Dynamics 365 (online) instances.  Daily system backups Good news! Some backups take place without you having to do anything. About Dynamics 365 (online) system backups: All your instances are backed up. System backups occur daily. System backups are retained up to three days. Check your expiration date.  System backups do not count against your storage limits. System backups are identified as created by System on the Manage backups page.  See your system backups 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. You can also sign in with Dynamics 365 System Administrator or Delegated Admin security roles. 2. Click Admin centers > Dynamics 365. 3. Click the Backup & Restore tab. 4. Choose an instance from the Backups for drop-down list. System-created backups appear under Created By as System.  On-demand backup: Dynamics 365 managed Automated system backups are great, but you will want to be able to make your own backups before making some significant customization change or applying a version update. You can do this with on-demand Dynamics 365 managed backups. NOTE A backup is created for you when we update your instance.  About Dynamics 365 managed on-demand backups: You can back up Production and Sandbox instances. You can only restore to a Sandbox instance. To restore to a Production instance, first switch it to a Sandbox instance. See Switch an instance. Only CRM Online 2016 Update 1 or later versions are supported for backup. On-demand backups are retained for up to three days. Check your expiration date.  You are not limited in the number of on-demand backups you can make. On-demand backups do not count against your storage limits. On-demand backups are identified by having a label you created and by the presence of Edit | Delete | Restore in the details section. System backups have only Restore.  Create an on-demand backup of a Dynamics 365 instance 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. You can also sign in with Dynamics 365 System Administrator or Delegated Admin security roles. 2. Click Admin centers > Dynamics 365. 3. Click the Backup & Restore tab. 4. Choose an instance from the Backups for drop-down list. 5. Click New backup.  6. Type a label and any notes to help identify this backup for future restoration. 7. Click Create.  A notification will be displayed to confirm the backup is being created. The status column in the list provides the status of the backup. NOTE The instance remains available while being backed up.  Edit a Dynamics 365 on-demand backup Edit a backup to change its label and your notes about the backup. 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. You can also sign in with Dynamics 365 System Administrator or Delegated Admin security roles. 2. Click Admin centers > Dynamics 365. 3. Click the Backup and Restore tab. 4. Choose an instance from the Backups for drop-down list. 5. Choose an on-demand backup from the list of backups. 6. Click Edit.  7. Change the information as needed, and then click Save. Restore a Dynamics 365 on-demand backup You can only restore to Sandbox instances. To restore to a Production instance, first switch it to a Sandbox instance, restore to it, and then switch it back to a Production instance. See Switch an instance. 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. You  can also sign in with Dynamics 365 System Administrator or Delegated Admin security roles. 2. Click Admin centers > Dynamics 365. 3. Click the Backup and Restore tab. 4. Choose an instance from the Backups for drop-down list. 5. Choose an on demand backup from the list of backups. 6. Click Restore.  7. Click Select target to pick a target instance. 8. Click Next. Verify the details, and then click Restore.  A notification will be displayed confirming that the backup is being restored. It can take some time for the restoration to complete.  NOTE The instance remains unavailable while being restored.  Delete a Dynamics 365 on-demand backup You can use the Dynamics 365 admin center to delete Dynamics 365-managed, on-demand backups. You can't delete system backups. 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. You can also sign in with Dynamics 365 System Administrator or Delegated Admin security roles. 2. Click Admin centers > Dynamics 365. 3. Click the Backup & Restore tab. 4. Choose an instance from the Backups for drop-down list. 5. Choose an on-demand backup from the list of backups. 6. Click Delete.  7. Click Confirm. See also Switch an instance  Manage Support instances 8/24/2018 • 2 minutes to read • Edit Online  A Support instance is any non-production instance of Dynamics 365 (online) used by Microsoft Support to reproduce and resolve customer issues. When there is an issue affecting the operation of your online service, Microsoft can create a Support instance in your tenant to troubleshoot and repair the issue. It is isolated from your production instance so it does not impact your business operations. Dynamics 365 System admins have full control of managing and providing organization data by copying it to a Support instance. What is a Support instance? It is an instance created in your tenant by Microsoft for purposes of preventing, detecting, or repairing problems affecting the operation of your online service. It does not require any additional non-production instance to be purchased. The database size of a Support instance does not count towards your storage limit. It resides in the same regional datacenter as your source instance. What data is in a Support instance? When a Support instance is initially created by Microsoft, it contains no customer data or customizations. System admins manage Support instances in the Dynamics 365 admin center. System admins can copy an instance to a Support instance, and then choose whether to provide a Minimal or a Full copy of their instance. System admins must consent to providing a copy of their data to Microsoft. Who has access to a Support instance? Minimal copy: Microsoft staff who are members of a support security group Full copy: Microsoft staff who are members of an elevated support security group What kind of data access does Microsoft have? Online (via the application): System admin privileges Database (via SQL query tools): Read/Write access to all tables Access to the database requires additional approval by Microsoft and it is managed, controlled, and granted as needed. Access to the database is time limited (for example, 30 minutes) and expires automatically. How long does a Support instance stay in your tenant? 1. 14 days or upon resolution of the problem. 2. System admins can delete the Support instance at any time. Is access and usage of Support instance audited?  Yes.  Tenant to tenant migration 10/22/2018 • 3 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 8.x  Move an instance to a different tenant You can use the Tenant to Tenant Migration feature for Dynamics 365 (online) to request to have an instance in one tenant moved to another tenant. To do so, contact technical support and submit a support request. There are no user-interface changes or version changes as part of this move. You can move one or multiple Dynamics 365 (online) instances. Once complete, your Dynamics 365 (online) instance(s) will appear in your new tenant. IMPORTANT When moving individual Dynamics 365 (online) instances from one tenant to another, if that requires a geographical region change, your tenant becomes a multiregional tenant. Regional features are enabled in the Dynamics 365 admin center. You might need to reconfigure some applications and settings after tenant to tenant migration such as Microsoft Dynamics 365 for Outlook, server-side sync, SharePoint integration, etc. Dynamics 365 (online) version 9.0 does not currently support tenant to tenant migration. Check back later for availability.  Impact of migrating between tenants When your organization is moved from one tenant to another, the URL does not need to change, as the source instance will be deleted after the move. In order to perform this operation, you'll need to provide some information, such as: What is the source tenant domain and its region? (example: EMEA, NA, APAC ) What is the destination tenant domain and its region? (example: EMEA, NA, APAC ) Does the destination tenant have a valid Dynamics 365 subscription? Does the destination tenant have enough available user licenses? Does the destination tenant have enough Dynamics 365 instance licenses? Does the destination tenant have enough Dynamics 365 storage available for the instances being migrated? If you do not have a Dynamics 365 subscription and/or trial in the destination tenant, then you will need to create one. You might need to purchase a new Dynamics 365 subscription in the destination tenant (or convert a trial to paid), if not already done. You will need to create a temporary instance or instances in the destination tenant, depending on how many source instances you are migrating. Source instance type and destination instance type must match (production vs nonproduction (Sandbox)). These instances should also be version 8.2.2 or below. The users to be migrated from one tenant to another need to be created on the target tenant as well. The destination tenant needs an equal or higher number of active user licenses, Dynamics 365 instance licenses for the instances being migrated, and equal or greater storage as the source tenant.  How the move works  You'll be provided with a list of prerequisites and post-requisites for your migration as part of the support request raised. The following table describes what Microsoft does before, during, and after your move.  What Microsoft does  BEFORE THE MOVE NOTIFICATION  DURING THE MOVE CUT-OVER  AFTER THE MOVE NOTIFICATION AND SUPPORT  Your support representative or Account Manager will work with you to request a move and schedule it.  Cut-over for the migration takes several hours, depending on the number of users and the amount of data. During this period, the organization is not accessible, so the cut-over should be scheduled during the evening or over a weekend.  You will be alerted by email or telephone when your instance is migrated to the new tenant.  There is a step that will require your involvement, which is to provide a Dynamics 365 User Mapping File. This is requested in advance so that we can validate the users being moved before the migration takes place.  After the tenant migration is complete, your support representative or Account Manager will assist you to contact with billing to cancel and/or credit your previous subscription, if needed.  We will adhere to the terms of the Microsoft Online Services Service Level Agreement for all moves.  Common Data Service instances 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x The Common Data Service allows you to securely store and manage data used in your PowerApps environments. As of March 21, 2018, PowerApps environments provisioned with a Common Data Service database are displayed as instances in the Dynamics 365 admin center. There you can view and do some management of your Common Data Service instances.  Identify Common Data Service instances 1. In the Dynamics 365 admin center, select the Instances tab. 2. Select an instance and look for Common Data Service in the description details.  Manage Common Data Service instances Currently, Common Data Service instances are available as trial and production types. What management actions are available depends on which admin center you use. Management in the Dynamics 365 admin center You can manage the following with the Common Data Service instance in the Dynamics 365 admin center: Open an instance Edit an instance Copy an instance Delete an instance Change notifications  Management in the PowerApps admin center You can manage the following with the Common Data Service instance in the PowerApps admin center: Add or remove a user or group from either the Environment Admin or Environment Maker role. For more information, see Environment Administration. Provision a Common Data Service database for the environment. For more information, see Create a Common Data Service database. Set Data Loss Prevention policies. For more information, see Data loss prevention policies. Set database security policies (as open or restricted by database roles). For more information, see Configure database security. Members of the Azure AD tenant Global administrator role (includes Office 365 Global admins) can also manage all environments that have been created in their tenant and set tenant-wide policies from the PowerApps admin center.  More information Administer PowerApps overview Introduction to the admin center for PowerApps  Edit properties of an instance 8/24/2018 • 3 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Administrators can edit properties of a Dynamics 365 (online) instance, such as the friendly name, URL, and the purpose. However, instances that are being provisioned cannot be edited, and disabled instances must be enabled before they can be edited.  Edit an instance 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. 2. Click Admin centers > Dynamics 365. 3. Choose the Instances tab. 4. Select the instance that you want, and then click Edit. 5. Select any of the following field values that you want to change. Name. This is typically the name of your organization and is displayed in the Dynamics 365 application. After you save the change, it may take up to 5 minutes for the friendly name to appear in the application. URL. The URL is used to construct the URL for users to sign in to Dynamics 365. We recommend that you limit the length of the URL name to reduce the overall length of the URL. WARNING There are important tasks that you must communicate to your Dynamics 365 (online) users immediately following a URL name change. For users of the web application, send information that includes the new URL with instructions about how to bookmark it. For users of Dynamics 365 for Outlook Online, the following two tasks must be completed in the order specified here: a. Synchronize offline data. Dynamics 365 for Outlook users connected to this instance who work offline must synchronize by using the previous URL. If you run the Configuration Wizard and change the URL before completing this step, offline data may be lost. b. Run the Configuration Wizard. After a URL name change is saved and any offline data is synchronized, users of Dynamics 365 for Outlook must run the Configuration Wizard to update the URL.  After a URL name change is saved, all users who access that instance must be notified of the change. Users will be able to access the instance for up to 24 hours by using the previous URL. After the 24hour period has passed, the previous URL will not work. Notice that interim URL names are discarded when there are multiple changes within 24 hours. For example, consider the following situation: The original URL of your instance is fourthcoffeesales.crm.dynamics.com.  Using the instance picker, you change the URL name from fourthcoffeesales.crm.dynamics.com to fourthcoffeemktg.crm.dynamics.com. Within 24 hours of the URL name change, you change the URL name again, this time from fourthcoffeemktg.crm.dynamics.com to fourthcoffeesalesandmktg.crm.dynamics.com. In this situation, the first URL name change to fourthcoffeemktg.crm.dynamics.com will be immediately removed from the system. The new URL, fourthcoffeesalesandmktg.crm.dynamics.com, will become active. Additionally, the original URL, fourthcoffeesales.crm.dynamics.com, will be active for up to 24 hours. Purpose. This value is used to associate the instance with a specific intent and is only displayed in the Manage all Dynamics 365 (online) instances page, which is accessed through the Dynamics 365 admin center. For example, if this instance is for exclusive use by your sales and marketing departments, you can enter Contoso Sales and Marketing or, if the instance is for development and testing, enter a relevant name such as Contoso Development. Security Group. This value is used to determine the security group that includes the users who will have access to this instance of Dynamics 365 (online). Learn more: Control user access to instances: security groups and licenses IMPORTANT If you do not specify a security group, all users who have a Dynamics 365 (online) license will be added to this instance.  6. Click Save. See also Add an instance to your subscription Switch an instance Manage Dynamics 365 (online) Sandbox instances Manage subscriptions, licenses, and user accounts Manage storage for Microsoft Dynamics 365 (online) User session and access management  About multiple online instances or tenants 8/24/2018 • 10 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Dynamics 365 (online) gives you options for segregating your Dynamics 365 data and user access. For most companies, adding and using multiple instances in your subscription provides the right mix of functionality and ease of management. Enterprises with separate geographic locations might consider using multiple tenants to separate Dynamics 365 (online) licenses. Multiple instances can share users among instances; multiple tenants cannot. NOTE The concept and operation of tenants and instances, though similar, differs between online and on-premises deployments of Dynamics 365. This topic is for those administering Dynamics 365 (online) deployments.  Terminology TERM  DEFINITION  Tenant  For Dynamics 365 (online), a tenant is the account you create in the Microsoft Online Services environment when you sign up for a Dynamics 365 (online) subscription. A tenant contains uniquely identified domains, users, security groups, and subscriptions and can contain multiple Dynamics 365 (online) instances. The tenant created for you has a domain name of                                                                                .onmicrosoft.com. For example, contoso.onmicrosoft.com.  Instance  When you sign up for a trial or purchase a Dynamics 365 (online) subscription, a Dynamics 365 (online) production instance is created. Each additional production or nonproduction (Sandbox) Dynamics 365 (online) instance you add creates a separate and isolated Dynamics 365 organization on the same tenant. An instance has the URL format: https://.crm.dynamics.com. For example, https://contososales.crm.dynamics.com.  Multiregional instance  An instance in a different region than where your Dynamics 365 (online) tenant resides. Local instances can provide quicker data access for users in that region. More information: Add and edit multiregional instances  TERM  DEFINITION  Subscription  A subscription consists of the Dynamics 365 licenses and addons included with the trial or paid service you signed up for in your Dynamics 365 (online) account. Dynamics 365 subscriptions can vary in license type, price, and end date. For example, a subscription might be 100 licenses of Dynamics 365 (online) Professional and 10 licenses of Dynamics 365 (online) Enterprise.  Identity  The user account used to sign in to Dynamics 365 (online). You can also use this identity to access other Microsoft Online services, such as Office 365 or SharePoint Online. Administrators can decide if they want to federate user identity management between Dynamics 365 (online) and onpremises Active Directory.  User account  A user account assigned by an organization (work, school, non-profit) to one of their constituents (an employee, student, customer) that provides sign-in access to one or more of the organization's Microsoft cloud service subscriptions, such as Exchange Online or Dynamics 365 (online). Access to an online service is controlled by the license assigned to the user account. User accounts are stored in an organization's cloud directory within Azure Active Directory, and are typically deleted when the user leaves the organization. Organizational accounts differ from Microsoft accounts in that they are created and managed by admins in the organization, not by the user.  Security group  If your company has multiple Dynamics 365 (online) instances, you can use instance security groups to control which licensed users can access a particular instance. More information: Control user access to instances: security groups and licenses  Uses for multiple instances Dynamics 365 (online) instances are similar in concept to a high-rise business complex with floors organized according to business functions. Consider each floor within the building as an application (Sales/Service/Marketing, Vendor management, Wealth management) and consider each unit within a floor as an instance for a specific purpose such as Production, Training, Testing, and Development.  Multiple instances are needed when segregation is required of plugins, workflows, or admin resources that cannot  be easily isolated by using business units in Dynamics 365.  A multi-instance deployment A typical Dynamics 365 (online) deployment includes one tenant only. A tenant can include one or more Dynamics 365 (online) instances; however, a Dynamics 365 (online) instance is always associated with a single tenant.  This example uses two instances for three teams: Sales, Marketing, and Services. Sales and Marketing share an instance so lead information can be easily accessed by both. Services has its own instance so tickets and warranties can be managed separately from campaigns and other sales related events. You can provide access to one or both instances easily. Sales and Marketing users could be limited to their instance while Service users with extended access could update support escalations records related to accounts in both instances. About single tenant with multiple instances: A tenant can include up to 50 Dynamics 365 (online) production instances and up to 75 non-production (Sandbox) instances. Each instance within the tenant receives its own SQL database. Dynamics 365 data is not shared across instances. Storage is shared across the primary instance and any additional instances. All instances for a single customer tenant will be set up in the geography where they initially signed up for their account. Storage consumption is totaled and tracked across all the instances attached to a customer tenant. You can set up separate security groups for all instances. A licensed Dynamics 365 (online) user can potentially access all the Dynamics 365 (online) instances associated with the tenant. Access is controlled by instance security group membership. You can purchase additional instances through the Additional Instance Add-On. Additional instances can be added only to "paid" subscriptions - not trials or Internal Use Rights (IUR ). If you purchased your Dynamics 365 (online) subscription through Volume Licensing, you must go through your Large Account Reseller (LAR ) to purchase the additional instance. More information: Billing and subscription support You can't merge existing trials or subscriptions onto an additional instance; instead, you will need to move your data and customizations.  Why use multiple instances? The following are common use cases for multi-instance deployment. Consider these examples when you decide the deployment type that best fits your company's requirements. Master data management In this scenario, a "master" data set provides for change management through a central master data source. This approach requires that the central master data be synchronized to all instances so that each instance has access to the latest version of the core information. Requested changes to the information can be made directly within the master system. Alternatively, users can explicitly access the master system or capture the changes in the local instance, with those changes subsequently passed on to the master instance. Requiring that changes be made centrally can provide for centralized change control. For example, anti-fraud checks can be performed to ensure that changes are made only by a central team and not by local teams that might otherwise benefit from a change, such as a change in credit limits. This would provide a second level of change authorization and verification that avoids the ability for a single person or a group of people who work closely together to collaborate to affect a fraud. Pushing a request to a different, independent team can provide protection against potential fraud. Security and privacy Differences in regional, for example European Union (EU ), or national legislation can result in variations in requirements for securing data or maintaining data privacy across the different regions or countries in a deployment. In some cases, legislative/regulatory restrictions make it illegal to host data outside the borders of a country or region, and addressing this challenge is particularly critical in specific business sectors. For example, consider healthcare sector restrictions on sharing patient information. Some EU regulations require that any health information that is collected about people residing in the EU be maintained and shared only within EU boundaries, while similar data collected about people in the United States (US ) is kept within US boundaries. Also consider banking sector restrictions on sharing customer information. In Switzerland, for example, regulations make it illegal to share customer information outside of their national boundaries. Scalability While a single instance of Dynamics 365 can scale up and out to support the growth of a customer's business, with very high data volumes or levels of complexity, there are additional considerations. For example, in environments with extreme volumes and/or extensive use of Service Scheduling, scaling up SQL Server can require complicated and expensive infrastructure that is prohibitively expensive or extremely difficult to manage. There are many scenarios in which there is a natural functional split in capability requirements. In such cases, delegating workloads by creating scale-out scenarios that are based on these functional splits can provide for higher volumes by using commodity infrastructure.  Add an instance to your subscription For information about how to add an instance to your Dynamics 365 (online) subscription, see Add an instance to your subscription.  A multi-tenant deployment Global businesses with regional or country models that differ can use tenants to account for variations in approach, market size, or compliance with legal and regulatory constraints.  This example includes a second tenant for Contoso Japan. User accounts, identities, security groups, subscriptions, licenses, and storage cannot be shared among tenants. All tenants can have multiple instances associated with each specific tenant. Dynamics 365 data is not shared across instances or tenants. About multiple tenants: In a multi-tenant scenario, a licensed Dynamics 365 (online) user associated with a tenant can only access one or more Dynamics 365 (online) instances mapped to the same tenant. To access another tenant a user would need a separate license and a unique set of sign-in credentials for that tenant. For example, if User A has an account to access Tenant A their license allows them to access any and all instances created within Tenant A - if they are allowed by their administrator. If User A needs to access instances within Tenant B, they will need an additional Dynamics 365 (online) license. Each tenant will require a tenant administrator(s) with unique sign-in credentials, and each tenant affiliate will manage its tenant separately in the administrator console. Multiple instances within a tenant are visible from the Dynamics 365 (online) interface if the administrator has access. You cannot reassign licenses between tenant enrollments. An enrolled affiliate can use license reduction under one enrollment and add licenses to another enrollment to facilitate this. On-premises Active Directory federation cannot be established with more than one tenant unless you have top-level domains that you need to federate with different tenants (for example Contoso.com and Fabricam.com).  Why use multiple tenants? Functional localization This scenario typically arises in organizations with overlapping but separate functional needs. Some common examples include: Organizations with different business divisions, each with a different market or model of operation. Global businesses with regional or country models that differ to account for variations in approach, market size, or compliance with legal and regulatory constraints. In these types of business environments, an organization often will have common sets of functionality that allow specific regions, countries, or business areas with a degree of localization regarding: Information capture. For example, capturing the ZIP Code in the United States would correlate to capturing  the Post Code in the United Kingdom. Forms, workflows. Physical distribution For business solutions that must support users that are physically distributed over large distances, particularly for global deployments, using a single instance may not be suitable because of the implications (such as WAN latency) associated with the infrastructure over which the users connect, which can significantly impact the user experience. Distributing instances to provide users with more local access can reduce or overcome WAN -related issues, as the access occurs over shorter network connections.  Add a multi-tenant deployment under volume licensing For a multi-tenant deployment, you'll need a Multi-Tenant Amendment. A Multi-Tenant Amendment is an actual amendment to the Volume License agreement used to purchase licenses. Contact your Microsoft Sales Representative or Reseller to obtain the amendment.  Constraints of multi-tenants Admins who want to deploy and manage multiple tenants should be aware of the following: User accounts, identities, security groups, subscriptions, licenses, and storage cannot be shared among tenants. A single domain can only be federated with one tenant. Each tenant must have its own namespace; UPN or SMTP namespaces cannot be shared across tenants. If an on-premises Exchange organization exists, you cannot split this organization across multiple tenants. A consolidated Global Address List will not be available, except if explicitly managed downstream from the synchronization. Cross-tenant collaboration will be limited to Lync Federation and Exchange Federation features. SharePoint access across tenants may not be possible. While this may be solved with Partner Access, the user experience is disrupted and licensing aspects apply. There can be no duplicate accounts across the tenants or partitions in the on-premises Active Directory. See also Manage Microsoft Dynamics 365 (online) instances Using multi-tenancy in Microsoft Dynamics CRM 2013 to address challenges in enterprise business environments (primarily on-premises) Blog: Dynamics CRM and multi-tenancy (on-premises)  Add and edit multiregional instances 8/24/2018 • 5 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x For multinational companies with employees and customers distributed around the world, you can create and manage Dynamics 365 (online) instances specific to your global regions. You can create an instance in a different region than where your Dynamics 365 (online) tenant resides. Local instances can provide quicker data access for users in that region. Be sure to read A multi-instance deployment to understand the features of multiple instances. Purchase the Dynamics 365 (online) instance on the Purchase subscriptions page. You must have an active Dynamics 365 (online) account to complete the purchase. Additional storage and instances can be purchased by customers who have a paid Dynamics 365 (online) Professional or Dynamics 365 (online) Enterprise subscription. You must have an Office 365 Global administrator or Dynamics 365 (online) System administrator role to do these tasks. For more information, see Assigning admin roles. NOTE To request the ability to create Dynamics 365 (online) instances (production and non-production) in more than one geographical region, please contact your account manager or Technical Support.  What information do I need to create an instance? During the initial configuration an instance, you can accept the default values, or enter different values to create a Dynamics 365 (online) instance. Region. Choose from the following: Asia Pacific (APAC ); Canada (CAN ); Europe, Middle-East, Africa (EMEA); India (IND ); Japan (JPN ); North America (NA); Oceania (OCE ); South America (LATAM/SAM ). TIP To view the current data centers for your region, see Where is my data?  Name. This is typically the name of your organization and is displayed in the Dynamics 365 (online) application. URL. The URL name is used to construct the URL for users to sign-in to the Dynamics 365 application. Therefore, we recommend that you limit the length of URL name to reduce the overall length of the URL. Purpose. This value is used to associate the instance with a specific intent and is only displayed in the instance picker. For example, if this instance is for exclusive use by your sales and marketing departments you can enter Contoso Sales and Marketing or if the instance is for development and for testing purposes enter a relevant name such as Contoso Development. Instance Security Group. This value is used to determine the Microsoft Online Services security group that includes the users who will have access to this instance of Dynamics 365 (online). For more information, see Control user access to instances: security groups and licenses.  IMPORTANT If you do not specify a security group, all users associated with the subscription who have a Dynamics 365 (online) license will be added to the new instance.  Organizational language. This language will be used for the Dynamics 365 (online) application. Base currency. When you add an instance, you must select a base currency before the instance is provisioned. Although you can add currencies in the Dynamics 365 application, only the base currency will be used for reporting. WARNING Once set, the base currency cannot be changed.  Create a regional instance The following steps apply to customers who do not purchase using volume licensing. Volume license customers should see: Microsoft Volume Licensing Service Center. Step 1: Purchase the additional instance 1. Global administrators sign in to the Office 365 admin center, and then, in the navigation pane, click Billing > Purchase services. 2. Scroll down to the Add-on subscriptions section, and then hover over Microsoft Dynamics 365 (online) Additional Non-production Instance or Microsoft Dynamics 365 (online) Additional Production Instance, and then click Buy now. 3. Proceed through the screens to purchase additional instances. You can choose to add production or non-production (Sandbox) instances. For more information, see Microsoft Dynamics 365 pricing and licensing. Step 2: Configure the additional instance for a region 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. 2. Click Admin centers > Dynamics 365. 3. Choose the Instances tab. 4. Select the instance that you want to configure, and then click Configure. IMPORTANT If the instance does not appear in the list or is in a state other than ready to configure, wait a few minutes and then try again. You cannot start a new Dynamics 365 (online) instance until you click Configure and complete the configuration process. Dynamics 365 (online) instances will not come prepared with sample data when configured by a Global administrator who does not have a Dynamics 365 (online) license. Sample data may be added later, after the instance is configured and ready to use, by a Dynamics 365 (online) licensed user who has the Dynamics 365 system administrator security role. For more information, see Add or remove sample data.  5. On the configure new instance page, select a region for the instance.  6. Enter the rest of your settings, including choosing a currency, and then click Next. IMPORTANT After a base currency is selected it cannot be changed. Although you can add currencies in the Dynamics 365 application, only the base currency will be used for reporting. To select a different currency, click Change currency and select a different one or specify a custom currency.  7. On the confirmation page, verify that the settings are correct and then click Configure. 8. On the Your Microsoft Dynamics 365 organization is ready page, click Launch Dynamics 365 (online) to start Dynamics 365 (online) to prepare the instance for users such as assign security roles, create teams, customize, and import data. More information: Getting started. TIP Note the Dynamics 365 (online) instance URL that is displayed on the page. You can use this URL to directly access the Dynamics 365 (online) instance.  Configure and manage a regional instance To configure and manage a regional instance, you must first select your active region to be the same as the regional instance. Select a regional instance to configure and manage 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. 2. Click Admin centers > Dynamics 365. 3. Choose the Instances tab. 4. From the drop-down list, select the region of the regional instance to configure. For example, to edit an instance in Japan, select the APAC region. NOTE If you don't see the Your current region is: drop-down list, you don't have any instances outside of your current region.  5. Select the instance that you want to configure, and then click Configure. The Edit, Copy, and Reset buttons appear when you've selected a regional instance matching your active region. NOTE Copied instances are copied to the same region as the source instance. Instances that are reset are reset to the current region.  See also Edit properties of an instance Manage Dynamics 365 (online) Sandbox instances Manage Microsoft Dynamics 365 (online) instances  Differences between the Microsoft Online services environment administrative roles and Dynamics 365 (online) security roles Grant users access to Microsoft Dynamics 365 (online) as a Microsoft Online service Manage subscriptions, licenses, and user accounts  Migrate Microsoft Dynamics 365 (online) to Microsoft Dynamics 365 (on-premises) 8/24/2018 • 9 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 8.x This document describes the steps needed to migrate from an instance of Dynamics 365 (online) to a Microsoft Dynamics 365 on-premises deployment. To complete the migration, follow the steps provided here in the order presented.. IMPORTANT This document assumes that you already have a deployment of Microsoft Dynamics 365 on-premises. For information about how to deploy Microsoft Dynamics 365, see Microsoft Dynamics CRM Server installation. To migrate from Dynamics CRM Online 2016 Update to Dynamics 365 (on-premises), you must have Dynamics CRM 2015 or a later version.  Feature and customization changes when you migrate from Microsoft Dynamics CRM Online 2016 Update to Microsoft Dynamics CRM 2016 on-premises Before you migrate from Dynamics CRM Online 2016 Update to Microsoft Dynamics 365 on-premises, be aware of the following behaviors or issues. These characteristics will appear after you import a Dynamics CRM Online 2016 Update organization into a Microsoft Dynamics 365 on-premises deployment. Managed solutions All managed solutions that have a dependency on a feature introduced in Dynamics CRM Online 2016 Update will be removed from the organization that is prepared for migration. For example, this applies if the solution includes one or more of the following features: A rollup field that uses the AVG operator or aggregates data across all activities related to a record. A calculated field that computes the difference between two dates by using DIFFINDAYS, DIFFINHOURS, DIFFINMINUTES, DIFFINMONTHS, DIFFINWEEKS, or DIFFINYEARS. Additionally, you can't export record creation or update rules from Dynamics CRM Online 2016 Update to Microsoft Dynamics 365 on-premises. More information: Set up rules to automatically create or update records in Dynamics 365 (Customer Service) Unmanaged solutions Any field in an unmanaged solution that includes a feature introduced in Dynamics CRM Online 2016 Update will be removed from the organization. For example, this applies if the field includes one of the following features: A rollup field that uses the AVG operator or aggregates data across all activities related to a record. A calculated field that computes the difference between two dates by using DIFFINDAYS, DIFFINHOURS, DIFFINMINUTES, DIFFINMONTHS, DIFFINWEEKS, or DIFFINYEARS. Additionally, these behaviors appear:  You can't export record creation or update rules from Dynamics CRM Online 2016 Update to Microsoft Dynamics 365 on-premises. More information: Set up rules to automatically create or update records in Dynamics 365 (Customer Service) Records with date and time fields having values earlier than January 1, 1900 are considered invalid and will return an error message, such as "Invalid Date/Time The date/time format is not valid, or the value is outside the supported range." When this issue occurs you can't open forms, view lists, or process workflows from an entity record that has a date and time value that's before January 1, 1900.  Copy your Dynamics 365 (online) organization encryption key During the import of the Dynamics 365 (online) database into your Dynamics 365 (on-premises) deployment, you must provide the organization database encryption key used for your instance of Dynamics 365 (online). 1. Sign in to the instance of Dynamics 365 (online) that you want to migrate as a user with the system administrator security role. 2. Go to Settings > Data Management. 3. Choose Data Encryption. 4. In the Data Encryption dialog box, select Show Encryption Key, in the Current encryption key box select the encryption key, and copy it to the clipboard. 5. Paste the encryption key in to a text editor, such as Notepad. WARNING By default, Dynamics 365 generates a passphrase that is a random collection of Unicode characters. Therefore, you must save the system-generated passphrase by using an application and file that supports Unicode characters. Some text editors, such as Notepad use ANSI coding by default. Before you save the passphrase using Notepad, select Save As, and then in the Encoding list, select Unicode.  6. As a best practice, save the file that contains the encryption key on a computer in a secure location on an encrypted hard drive.  Request a backup of your organization database To request a backup of your Dynamics 365 (online) database contact Microsoft Customer Support Services for Dynamics 365 (online). For contact information, see Contact Technical Support. IMPORTANT Obtaining a backup of your Dynamics 365 (online) database isn't available with Dynamics 365 (online), version 9.x.  Restore the Microsoft Dynamics 365 (online) database The backup of your Dynamics 365 (online) database must be restored by using a server running the same or a later version of SQL Server as the database you receive. You will be able to request the version you need before you receive the database. Restore the copy of the Dynamics 365 (online) database to a computer running SQL Server in the target Dynamics 365 (on-premises) deployment. To do this, follow the steps here.  IMPORTANT Your Dynamics 365 (online) database may be encrypted with a certificate. For more information, see "Cannot find server certificate with thumbprint" error message when you try to restore a Dynamics 365 organization database later in this topic.  Restore a Microsoft Dynamics 365 (online) organization database to SQL Server  1. Open SQL Server Management Studio, and then connect to the appropriate instance of SQL Server. 2. In Object Explorer, right-click Databases, and then click Restore Database. 3. Type the name of a new database in the To database open text box. The database name must include _MSCRM in the name. For example the database name is Contoso_MSCRM. 4. On the General page, in the Source section, click Device. 5. Click the browse button in the Device option. This opens the Select backup devices window. 6. In the Select backup devices window, click Add to open the Locate Backup File window. 7. Select the file you want to use for the restore operation, and then click OK. 8. Click OK to close the Select backup device window. 9. Mark the checkbox in the Restore column next to the backup set option. 10. Click OK to begin the restore process.  Apply the latest updates to the Dynamics 365 on-premises deployment You must apply the latest Dynamics 365 (on-premises) updates before you import the Dynamics 365 (online) database. More information: Microsoft Dynamics CRM 2016 Updates and Hotfixes  Import the Dynamics 365 (online) database into the Dynamics 365 onpremises deployment How long it takes to complete the import of the organization database depends on several factors. These factors include the size of the database you are importing, the number of users, and the hardware you use to complete the import. NOTE The procedure described here uses Dynamics 365 Deployment Manager. Deployment Manager is an MMC snap-in that is included with Dynamics 365 Server. Alternatively, your can run Windows PowerShell commands to complete the import. More information: Import-CrmOrganization To import an organization, you must have the Deployment Administrator Microsoft Dynamics 365 role.  Import an organization database using Deployment Manager  1. On the Microsoft Windows Server running the Microsoft Dynamics 365 Server Deployment Tools server role, start Deployment Manager (DMSnapin.msc). 2. Start the Import Organization Wizard. Right-click Organizations, and then click Import Organization.  NOTE You will receive a message if you attempt to import into a Dynamics 365 (on-premises) version that allows only one organization per deployment. The message notifies you that proceeding will deactivate, but not delete, the existing organization.  3. Select the SQL Server and database. In the Select SQL Server window, select the SQL Server where the organization database is restored in the SQL Server list, and then select the organization database in the Organization database list. Click Next. 4. Specify the organization name. Enter the display name and name for the organization in the Specify the Organization Settings window. The Display name will appear in Dynamics 365 applications. The Unique Database name will be used as the database name in SQL Server and will also be used to construct the URL for client applications. Notice that the values you enter don't need to match the names that you used with Dynamics 365 (online). Click Next. 5. Specify the SQL Server Reporting Services server. In the Specify Reporting Services Server window, type the Reporting Services server URL for the organization in the Report Server URL field. Click Next. 6. Select the method for mapping users. Map users from the Dynamics 365 (online) deployment to the Dynamics 365 (on-premises) deployment. Users must already exist in Active Directory for the Dynamics 365 (on-premises) deployment. The Import Organization Wizard does not create the users automatically. To complete the mappings, the user running the import operation must be mapped to a user in Dynamics 365. For more information about how to map users, see Import an organization. 7. In the System Checks window you receive the results of several environment diagnostic checks. If you receive a red alert, the issue must be resolved prior to completing the wizard. If you receive a yellow warning, you may proceed with the import. Click Next. Due to versioning differences between Dynamics 365 (online) and Dynamics 365 (on-premises), you may receive a warning. This warning is expected and in most cases shouldn't prevent the import from completing. After you successfully complete the steps in this document, the versioning will be correct. 8. Begin the import. In the Ready to Import window, verify that the information is correct, and then click Import. 9. Complete the import. After the import is complete, the Import Organization window appears. Click View the log file to view the log file that is created during the import. If the import is successful, click Finish. The import log is stored in the C:\Documents and Settings\\Application Data\Microsoft\MSCRM\Logs folder. 10. Activate encryption a. As a user with System Administrator security role privileges, sign-in to the organization that was just imported, then go to Settings > Data Management. b. Choose Data Encryption. c. In the Activate Encryption Key box enter the encryption key that you copied earlier, and then select Activate. d. Select OK in the confirmation message and then choose Close to exit the Data Encryption page. e. We recommend that you copy the key to a safe place.  "Cannot find server certificate with thumbprint" error message when  you try to restore a Dynamics 365 organization database When you try to restore a Dynamics 365 organization database, you may receive the following error message. An exception occurred while executing a Transact-SQL statement or batch. (Microsoft.SqlServer.ConnectionInfo) Additional Information: Cannot find server certificate with thumbprint. This error message occurs because the database that is to be restored is using Transparent Data Encryption (TDE ). A certificate must be present to restore the database. To resolve this issue, follow these steps. 1. Obtain the certificate. Dynamics 365 (online) customers receive the certificate as part of the power of choice backup of your database. Additional instructions may also be included. 2. Execute the following SQL statements in the order specified to import the certificate where: CustomerGeneratedStrongPassword is the password you want to use to create the master key. DomainName, GUID, .cer, .pvk, and Certificate secured password provided are values that are included in the information sent to you from Microsoft for importing the TDE certificate. use master GO /* Check if DMK (##MS_DatabaseMasterKey##) exists. */ select * from sys.symmetric_keys GO /* If key does not exist, create database master key */ CREATE MASTER KEY ENCRYPTION BY PASSWORD = '' GO /* Verify that the database master key is created */ select * from sys.symmetric_keys GO /* Import the certificate provided for TDE Database backup. TDE certificate name will also be provided in email */ CREATE CERTIFICATE LTOP__                                                                                          FROM FILE = 'D:\<>_1.cer' WITH PRIVATE KEY (FILE = 'D:\ <>_1.pvk', DECRYPTION BY PASSWORD = '')  3. Restore the organization database. To do this, see Restore the Microsoft Dynamics 365 (online) database. IMPORTANT We strongly recommend that you store your TDE certificate in a secure location. If the certificate is lost and the database is encrypted, you will lose your data. For more information about TDE encryption, see Move a TDE Protected Database to Another SQL Server.  Manage the encryption keys 8/24/2018 • 8 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 8.x All instances of Dynamics 365 (online) use SQL Server Transparent Data Encryption (TDE ) to perform real-time encryption of data when written to disk, also known as encryption at rest. By default, Microsoft stores and manages the database encryption keys for your instances of Dynamics 365 (online) so you don't have to. The manage keys feature in the Dynamics 365 admin center gives administrators the ability to self-manage the database encryption keys that are associated with instances of Dynamics 365 (online). IMPORTANT Self-managed database encryption keys are only available in the December 2016 Update for Dynamics 365 (online) and may not be made available for later versions.  Introduction to key management With Dynamics 365 (online) key management, administrators can provide their own encryption key or have an encryption key generated for them, which is used to protect the database for an instance. The key management feature supports both PFX and BYOK encryption key files, such as those stored in a hardware security module (HSM ). To use the upload encryption key option you need both the public and private encryption key. The key management feature takes the complexity out of encryption key management by using Azure Key Vault to securely store encryption keys. Azure Key Vault helps safeguard cryptographic keys and secrets used by cloud applications and services. The key management feature doesn't require that you have an Azure Key Vault subscription and for most situations there is no need to access encryption keys used for Dynamics 365 (online) within the vault. The manage keys feature lets you perform the following tasks. Enable the ability to self-manage database encryption keys that are associated with Dynamics 365 (online) instances. Generate new encryption keys or upload existing .PFX or .BYOK encryption key files. Lock a Dynamics 365 (online) instance. Cau t i on  You should never lock an instance as part of your normal business process. While a Dynamics 365 (online) instance is locked it takes the instance completely offline and it cannot be accessed by anyone, including Microsoft. Additionally, services such as synchronization and maintenance are all stopped. An appropriate reason why you would lock an instance is when you move your database from online to on-premises. Locking the instance can make sure that your online data is never accessed again by anyone. A locked instance can't be restored from backup. Unlock a Dynamics 365 (online) instance. To unlock a locked instance of Dynamics 365 (online), you must upload the encryption key that was used to lock it. While a Dynamics 365 (online) instance is locked, it cannot be accessed by anyone.  Understand the potential risk when you manage your keys As with any business critical application, personnel within your organization who have administrative-level access must be trusted. Before you use the key management feature, you should understand the risk when you manage your database encryption keys. It is conceivable that a malicious administrator (a person who is granted or has gained administrator-level access with intent to harm an organization's security or business processes) working within your organization might use the manage keys feature to create a key and use it to lock a Dynamics 365 (online) instance. Consider the following sequence of events. 1. The malicious administrator signs in to the Dynamics 365 admin center, goes to the edit page for an instance, and then generates a new encryption key to use to encrypt the instance. As part of the key generation, the malicious Dynamics 365 administrator downloads the encryption key. 2. The malicious administrator locks the associated Dynamics 365 (online) instance and takes or deletes the encryption key that was used to lock the instance. IMPORTANT To prevent the malicious administrator from interrupting the business operations by locking the database, the managed keys feature does not allow the database to be locked for 72 hours after the encryption key is changed. Additionally, anytime an encryption key is changed for a Dynamics 365 (online) instance, all Dynamics 365 (online) administrators receive an email message alerting them of the key change. This provides up to 72 hours for other administrators to roll back any unauthorized key changes.  Key management requirements Privileges required To use the manage keys feature you need one of the following privileges: Office 365 Global Administrators membership. Office 365 Service Administrators group membership. System Administrator security role for the instance of Dynamics 365 (online) that you want to manage the encryption key. Subscription requirements The ability to self-manage database encryption keys requires either Dynamics 365 Customer Engagement Plan or Dynamics 365 Plan. Encryption key requirements If you provide your own encryption key, your key must meet these requirements that are accepted by Azure Key Vault. The encryption key file format must be PFX or BYOK. 2048-bit RSA or RSA-HSM key type. PFX encryption key files must be password protected. For more information about the key types supported by Key Vault by uploading the file in the Dynamics 365 admin center. Only the encrypted version of your key leaves the original workstation. For more information about generating and transferring an HSM -protected key over the Internet see How to generate and transfer HSM protected keys for Azure Key Vault.  Key management tasks  The following sections describe the tasks you can perform when you choose to self-manage the database encryption key for one or more instances. Set or change the encryption key for an instance Use this procedure to set the manage key feature the first time for an instance or to change an encryption key for an already self-managed instance. 1. Sign in to the Office 365 Admin center. 2. Expand Admin centers, and then click Dynamics 365. 3. Click Instance, select the instance where you want to manage the database encryption key, and then click Edit. 4. Under database encryption settings, click manage key.  5. Review the message that appears and if you want to manage your own database encryption key for the instance, click ok. 6. By default, the name for the key is InstanceName Encryption Key. Leave the key name or change it and then click either new or upload.  new Click new to have a .PFX encryption key generated for you that will be used to encrypt the database. 1. When you are prompted, enter the password that will be used for the encryption key. 2. To use the key for the instance, click **Yes**. 3. When you're prompted to save the private key, save it to a secure location. The key generated is RSA SHA256 2048-bit. We strongly recommend that you back up the key and save the password to a secure location. 4. Click **close** to close the manage your database encryption key dialog box.  upload Click upload to provide your own password protected PFX or BYOK encryption key file. 1. Browse encryption export the encryption  for and add your own key that has been exported from your local hardware security module (HSM) or key application. For BYOK encryption key files, make sure you use the subscription id when you encryption key from your local HSM. Click **Uploading a BYOK file?** on the **manage you database key** dialog box to find your subscription id.  2. If you're sure you want to change the encryption key, click **yes**. 3. Enter a password for the key, and click **ok**. 4. Click **close** to close the manage your database encryption key dialog box. 5. An email message is sent to all [!INCLUDE[pn_crm_online_shortest](../includes/pn-crm-online-shortest.md)] administrators in your organization. This occurs whenever a key is changed for an instance.  Notice that the key name you specified to manage database encryption settings now appears under Current Encryption Key.  Revert a managed encryption key Reverting a managed key configures the instance back to the default behavior where Microsoft manages the encryption key for you. From the Dynamics 365 admin center, click Instance, select the instance that you want to revert, and then click Edit. Under database encryption settings, click manage key. Click revert. To revert the instance back to Microsoft-managed key encryption, click yes. Click close to close the manage your database encryption key dialog box. Lock an instance A locked instance remains inaccessible to everyone, including Microsoft, until a tenant administrator in your organization unlocks it by using the key that was used to lock it. Cau t i on  While a Dynamics 365 (online) instance is locked it takes the instance completely offline and it cannot be accessed by anyone, including Microsoft. Additionally, services such as synchronization and maintenance are all stopped. You should never lock an instance as part of your normal business process. A common reason why you would lock an instance is when you move your database from online to on-premises. Locking the instance can make sure that your online data is never access again by anyone. A locked instance can't be restored from backup. 1. From the Dynamics 365 admin center, click Instance, select the instance that you want to lock, and then click Edit.  2. Under database encryption settings, click manage key. 3. Click lock instance. 4. Enter the name as it appears in the dialog box to confirm that you understand the risks with locking an instance, and then click upload. 5. Browse for and select the encryption key file that was used to encrypt the instance, and then click Open. 6. Enter the password for the key, and then click ok. 7. To lock the instance, click yes. 8. Click close to close the manage your database encryption key dialog box. Unlock a locked instance To unlock an instance, you must provide the encryption key and password that was used to lock the instance. 1. From the Dynamics 365 admin center, click Instance, select the instance that you want to unlock, and then click Edit. 2. Under database encryption settings, click manage key. 3. Click unlock instance.  4. Browse for and select the encryption key that was used to encrypt the instance, and then click Open. 5. Enter the password for the key, and then click ok. 6. Click close to close the manage your database encryption key dialog box. See also SQL Server: Transparent Data Encryption (TDE )  Troubleshooting: Unblock required URLs 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Dynamics 365 (online) uses several Microsoft URLs to help provide security, services, and features. However, your computer or your organization's computer network may block access to some of these URLs. Blocking any of the required URLs will cause Dynamics 365 (online) to operate incorrectly or not at all. You may see a network or server error message if your computer or your organization's network blocks the URLs you need. The error message might look like one of these: "The specified Dynamics 365 Server address (URL ) is not responding. Ask your administrator to verify that the server is turned on, and then try again." "There is a problem communicating with the Dynamics 365 Server. The server might be unavailable." You can unblock these URLs on your computer by adding them to a list of approved sites in your browser. IMPORTANT If the following procedure doesn't unblock the URLs required for Dynamics 365, ask your system administrator to unblock the URLs on the organization's network.  Unblock Dynamics 365 URLs in Internet Explorer 1. On the Explorer bar, click or tap the Tools icon (the white gear shape), and then click or tap Internet options. 2. Click or tap the Security tab > Trusted sites > Sites. 3. In Add this website to the zone, type the URL for your Dynamics 365 (online) organization. For example, https://contoso.crm.dynamics.com 4. Click or tap Add > Close > OK. For a list of other URLs you may need to add to unblock, see Internet accessible URLs required for Microsoft Dynamics CRM Online  Datacenter regions 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Dynamics 365 (online) is being hosted in datacenters in more and more regions. After Dynamics 365 (online) becomes available in a new region, the following apply: For new Dynamics 365 (online) organizations, the datacenter will be aligned with the country/region you selected during sign-up. For existing Dynamics 365 (online) organizations, Microsoft will soon accommodate migrations to datacenters in the new region when requested by the customer as long as the Dynamics 365 (online) organization meets certain business requirements. The following table lists the newest datacenter regions. Checkout the interactive data map: Where is my data? DATACENTER REGIONS  SERVICE AREA  INFORMATION  Canada  Canada  About Microsoft Cloud Canada  Germany  Germany  About Microsoft Cloud Germany  India  India  About Microsoft Cloud India  Japan  Japan  About Microsoft Cloud Japan  Oceania  Australia, New Zealand, Fiji  About Microsoft Cloud Australia  Migration process This is the overall process for migrating to a new datacenter.  Depending on the type of transition, you may be required to go through more steps. See also Geo to geo migrations for Dynamics 365 (online) Products by region Terminology used in the product and documentation  About the Microsoft Cloud Australia datacenter 8/24/2018 • 14 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You may request migration to the Australia datacenter upon datacenter availability (Q1 CY2015). If you're an existing Dynamics 365 (online) customer with a billing address mapping to a new data center region, review the information in this topic to understand the move process.  Australia GEO expansion announcement What is Microsoft announcing? Dynamics 365 (online) will become a service within the Australia datacenters with availability in Q1 CY2015. Dynamics 365 (online) is currently available in 130 markets and 44 languages enabling us to sell side-by-side with Office 365 in the majority of the markets worldwide. With the inclusion of datacenters in Japan (recently announced) and Australia, both targeting Q1 CY2015, our global customers will be served by 17 datacenters covering 6 global regions around the world. This marks an important step for customers and partners on our cloud journey to serve our customers in Australia, New Zealand, and Oceania (Australia GEO ). By bringing Dynamics 365 (online) to the local region, we'll be able to serve our customers more effectively and with better performance while also ensuring compliance with local requirements. What prompted Microsoft to undertake this geographic expansion of Dynamics 365 (online )? In order to better serve customer needs for data residency and reduced latency, we continually evaluate where we should expand availability around the world. We are committed to long-term investment in Dynamics 365 (online) and expansion over time. This global expansion will enable us to deliver on the promise of increasing sales productivity while allowing our customers to sell effectively, market smarter, and provide care everywhere to offer amazing experiences to their customers. What are the future geographic expansion plans for Dynamics 365 (online )? Geographic expansion of Dynamics 365 (online) is a high priority and we're constantly evaluating market needs. While we have no additional information or specifics on future plans to announce at this time, we will update if and when we have something to share.  Datacenter overview Where are the datacenters located in the Australia Geo? The Dynamics 365 (online) Australia Geo will consist of datacenters in the Australia East Region (New South Wales) and the Australia Southeast Region (Victoria). What does this announcement mean for customers in the Australia Geo? Microsoft is committed to meeting the growing demand for reliable and connected devices and services for our customers around the globe. We have heard loud and clear that our customers in the Australia Geo need locally delivered services. The growth of Dynamics 365 (online) in the Australia Geo means we can better serve the needs of these customers in three ways:  Most customer data will be kept within Australia, except for Azure Active Directory data*, helping customers meet data residency requirements. Customers who deploy applications to the new Australia datacenters enjoy improved performance within the Australia Geo as network latency is reduced. Our expansion in the Australia Geo also provides customers with the same level of high availability and redundancy as with our datacenters in other countries/regions. Customers in Australia, New Zealand, and Oceania will enjoy the benefit of a financially backed 99.9% service level agreement (SLA) and redundancy both inside of the primary datacenter where they are deployed as well as to the secondary datacenter in the Australia geography to help ensure ongoing uptime and protect against a major disaster in a single region. *The Australia Geo will be considered a separate Geo subject to the same data location commitments we make for other Geos. For the definition of customer data and details on our data flow maps in Geo, see the Dynamics Trust Center. What region will be used for replication of data for the Australia Geo? Dynamics 365 (online) services deployed in the Australia East Region will replicate data to the Australia Southeast Region and vice-versa. For the Australia East and Southeast Region datacenters, access to provisioning resources in these datacenters is limited, as described here: For Web Direct, access to the datacenters is based on the country/region set in your Dynamics 365 (online) account. If the account country/region is Australia, New Zealand or Fiji, Dynamics 365 (online) resources will be provisioned in the Australia East and Southeast Region datacenters. If the account country/region is not Australia, New Zealand, or Fiji, the customer will not be able to provision Dynamics 365 (online) services in the Australia East and Southeast Region datacenters. To do so a customer needs to try or purchase Dynamics 365 (online) for an organization located in Australia, New Zealand or Fiji. The customer can create another Web direct account for organizations located in Australia, New Zealand and Fiji, with a billing address in any these regions, if they wish to select and deploy Dynamics 365 (online) services in the Australia East and Southeast Region datacenters. For Volume Licensing (VL ) customers, access to the datacenters is based on the country/region in which the volume license agreement was signed. If the VL agreement was signed in Australia, New Zealand, or Fiji, the customer will be able to use Dynamics 365 (online) services in the Australia East and Southeast region datacenters. Accounts added to the VL agreement will be enabled to use Dynamics 365 (online) in the Australia East and Southeast Region datacenters. VL customers can also create a secondary deployment in Australia, New Zealand, or Fiji under an existing VL agreement by either signing an enrollment in Australia, New Zealand, or Fiji or by applying for a multitenant amendment through the local Licensing Specialist. Web direct and VL customers in Australia will still have the ability to deploy instances in datacenters outside of Australia – however, you must have a tenant already provisioned in Australia. Under this multitenant/multi-geo scenario, AU GST will still be applied to instances deployed in other regions. How do I find what country or region my account is under? 1. Sign in to https://portal.office.com. 2. In the upper-right corner of Office 365 Admin Center, choose your organization.  3. On the Company profile page, your account country/region is listed under Country or region.  Dynamics 365 (online) service overview Will multi-geo instances be available to customers in Australia? Multi-geo instances will be supported for Australian customers as long as the tenant is first provisioned in Australia. For customers who aren't located in Australia but want to provision an instance of Dynamics 365 (online) within the Australia datacenter, they must first purchase a tenant for an organization located in Australia and then the tenant will be able to get provisioned in Australia. Availability of multi-geo instance support will be limited in the initial rollout to a fixed number of eligible customers upon request, and we will continue to expand over time. Will the standard Dynamics 365 Online SLA be offered at general availability launch? Yes, on the date of general availability, the standard 99.9 % financially backed service level agreement (SLA) for Dynamics 365 (online) will apply, just as it does in our other regions around the world. Note: the SLA for Dynamics 365 (online) doesn't cover Microsoft Social Engagement. What rules govern New Zealand or Oceania customers who want to license affiliates located in Australia? A New Zealand and Oceania customer may not place orders under its existing agreement for any affiliate located in Australia, nor grant any affiliate located in Australia administrative rights to manage subscriptions, if the customer elects to access and use services delivered from datacenters located in Australia. An affiliate located in Australia that wants to access and use Online Services delivered from our datacenters located in Australia must enter into its own subscription under its separate Microsoft Online Services Agreement. Will Microsoft Dynamics Marketing, Social Engagement, and Parature be available in the Australia datacenters? These services will be available for purchase in the local market but will be delivered outside of the Australia Datacenters at this time. Note: Dynamics 365 (online) leverages Azure Active Directory and Multi-Factor Authentication, which don't offer a region choice to customers. Will Dynamics 365 be available on Azure Infrastructure as a Service (IaaS ) in Australia? At this time, Dynamics 365 (online) is only available for Dev/Test scenarios and isn't supported for production use cases. Developers can leverage their MSDN subscription and Azure credits for dev/test scenarios. Note: we recently announced intent to support Dynamics 365 (online) on Azure IaaS but we're dependent on Azure Premium Storage availability in each geography. Azure's Limited Public Preview will only be available in the U.S. and part of Europe. Where can I find more about Dynamics 365 (online ) security, data privacy, and compliance? The Microsoft Dynamics 365 Trust Center will be updated as needed when the Australia Datacenters launch into general availability. What data for Dynamics 365 (online ) will be in Australia datacenters at general availability? For Dynamics 365 (online), we'll store all customer data, including backups, within the Australia Datacenter. For any Office 365 services that are running in conjunction with Dynamics 365 (online) those services will follow the data storage rules for Office 365. Will Dynamics 365 (online ) be Information Security Registered Assessors Program (IRAP) certified when the datacenters are live in Australia? We're actively investigating IRAP requirements and how they relate specifically to Dynamics 365 (online) and we'll share more information at a later date.  Where can I find out more about the physical infrastructure for Dynamics 365 (online )? Microsoft Cloud Infrastructure and Operations (MCIO ) powers the Microsoft cloud services. MCIO focuses on smart growth, high reliability, operational excellence, cost-effectiveness, environmental sustainability, and a trustworthy online experience for customers and partners worldwide. MCIO delivers the core infrastructure and foundational technologies for Microsoft's 200+ online businesses including Bing, Outlook.com, MSN, Office 365, Xbox Live, and Dynamics 365 (online). The infrastructure is comprised of a large global portfolio of datacenters, servers, content distribution networks, edge computing nodes, and fiber optic networks.  Migration I have applications and data in an existing Microsoft Dynamics 365 (online ) datacenter. Will I be able to move those resources to the Australia datacenters? For Web direct customers, if the account country/region is Australia, New Zealand, or Fiji, the customer will be eligible to have his instances moved to the Australia East and Southeast region datacenters. The account country/region can be found in the Office 365 Admin Center. 1. Sign in to https://portal.office.com. 2. In the upper-right corner of Office 365 Admin Center, choose your organization.  3. On the Company profile page, your account country/region is listed under Country or region. If the account country/region is outside Australia, New Zealand, or Fiji, you'll need to create another Web direct account with a billing address in Australia, New Zealand, or Oceania. Once the new account and tenant are created, you can then request the move of their Dynamics 365 (online) instance and data from other regions into the Australia region by contacting Dynamics 365 (online) Support. For more information, see How do I request my instance to be moved to the Australia datacenter? Microsoft reserves the right to make a unilateral decision to migrate accounts based on multiple conditions. If you're a volume license customer and the volume license agreement was signed in Australia, New Zealand, or Oceania, you'll be eligible to move applications and data to the Australia East and Southeast region datacenters and deploy services there. Accounts added to the volume license agreement are eligible to move applications and data to the Australia East and Southeast region datacenters and deploy services there. To provision a tenant in the Australia datacenter, if you have a volume license enrollment outside the Australia datacenter you will need to sign an enrollment in Australia, New Zealand, or Oceania and then migrate existing instances to the Australia datacenter. To move your tenants, instances, and data to the Australia regions, you should contact Dynamics 365 (online) Support for additional information regarding migrating your instances. For more information, see How do I request my instance to be moved to the Australia datacenter? Microsoft reserves the right to make a unilateral decision to migrate accounts based on multiple conditions. For additional guidance regarding multiple tenants and multiple instances, see Multiple online instances or tenants. This link will be updated with the Dynamics 365 (online) 2015 launch. How do I request my instance to be moved to the Australia datacenter? You can request a move to the new Australian datacenter by submitting a technical support incident through the Office 365 Admin Center.  1. Sign in to https://portal.office.com. 2. Go to Support > Service Requests > + 3. Choose More > Dynamics 365 Online 4. For Feature, select Data Management. For Symptom, select Data Center migration request. 5. Fill in the rest of the information to submit a service request. A Dynamics 365 (online) support engineer will assist you in verifying required prerequisites and provide guidance throughout the move process. How will Microsoft engage with me on the migration? Once you have been scheduled for migration, a member of the Microsoft Support team will work directly with you to discuss scheduling and any other issues that may come up during the migration. If I am scheduled for an update to CRM Online 2015 Update or CRM Online 2015 Update 1, will Microsoft apply the update at the same time as their migration to the Australia datacenter? You must be updated to Microsoft Dynamics CRM Online 2015 Update or later prior to migrating to the Australia datacenter. Customers can schedule their update. For more information, see Manage Dynamics 365 (online) updates. If I have both Office 365 services and Dynamics 365 (online ), how will migration be handled? The migration of each service will be handled separately. For Dynamics 365 (online), you'll be able to choose their migration date and time. Microsoft will work with you to schedule the migration. For Office 365 scheduling and migration, see New datacenter regions for Office 365. Can I move Office 365 and Dynamics 365 (online ) at the same time? The move process for each service is handled separately but the Dynamics 365 (online) move can be scheduled to coincide with the Office 365 Admin Center move if requested.  Pricing and licensing Will all versions of Dynamics 365 Online be available? Customers will be able to purchase all licenses that are currently available in market today. Please see local availability at Microsoft Dynamics CRM Solutions. Global pricing can be found at Microsoft Dynamics Pricing List How will a customer who has an existing volume license (VL ) agreement outside of Australia be billed if they add a new tenant to their agreement that resides in Australia? The additional seats will be invoiced at the same rate on the customer's invoice. The business desk will need to provide a multi-tenant amendment to provide an additional tenant in Australia. Will customers who purchase Dynamics CRM Online and an additional service such as Parature, Dynamics Marketing, or Microsoft Social Engagement be taxed differently per service? Microsoft has a datacenter footprint that varies according to each online service offered. Dynamics 365 (online) will be provisioned and available from datacenters located within Australia, which makes those services subject to some taxes that do not necessarily apply to tenants located and provisioned outside Australia. Microsoft Social Engagement has their own datacenter footprint; they're offered from to customers in Australia from datacenters outside of Australia. Therefore, these online services are subject to a different tax treatment.  Tax and billing Will there be any changes on my bill? New Zealand and Fiji customers will see no changes on their invoices.  For Australia customers, from the general availability date when Dynamics 365 (online) services become available from Microsoft Australia datacenters, Microsoft will charge all Australian customers an additional amount equal to the Australian GST for Dynamics 365 (online) services and will issue tax invoices. This change will occur because Australian GST is payable on taxable supplies of goods and services provided and offered in Australia. My tenant has not moved to Australia datacenter, why am I being charged Australia Goods and Service Tax (GST )? There are various factors that must be considered to determine whether GST is payable on the supply. Australian GST is payable on taxable supplies of goods and services provided and offered in Australia.  Trials If I started a trial outside of Australia and before general availability, will I be moved to the Australia datacenter after general availability? No. Trials will remain in the geography where they were initiated. You may choose to start a new trial that would be provisioned in the Australia datacenter. If I choose to convert a trial to a paid subscription, where the trial was created in a geographic region outside of Australia prior to general availability, will my subscription tenant and instance be moved to the Australia datacenter? No. If you choose to convert a trial that was created in a geographic region outside of Australia before general availability, your trial will be converted and billed in the geography where it was initiated. Australia GST does not apply. If the trial was originally deployed in Australia and converted to a paid subscription, you'll charged Australia GST. If you decide you want your instance to be in the Australia datacenter, you'll need to follow the migration steps outlined previously. Once you're moved to Australia, the appropriate billing and tax will be applied. If a customer creates a trial in the Australia datacenter after general availability, will they be taxed for the trial? No. Trials are free for 30 days. Can I create a trial in the Australia datacenter before general availability? No. You can't create a trial or move a production instance before general availability. See also Office 365 and Dynamics CRM Online now available from datacenters in Australia New datacenter regions for Dynamics 365 (online)  About the Microsoft Cloud Canada datacenter 8/24/2018 • 6 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x  New Microsoft Cloud Services in Canada What is Microsoft announcing? We're announcing the general availability of Dynamics 365 (online) served from new datacenter regions in Toronto and Quebec City, joining Azure and Office 365 in providing the trusted Microsoft Cloud in Canada. Built on foundational principles of security, privacy and control, compliance, and transparency, the Microsoft Cloud delivers trusted cloud services to enable people and organizations to achieve more. Providing flexible platform and productivity solutions - Azure, Office 365, and now Dynamics 365 (online) - the local Microsoft Cloud is designed to fuel innovation and accelerate Canada's digital transformation. What is the benefit to customers? The new local Microsoft Cloud enables data residency for customers in Canada, bringing enterprise-grade reliability and performance to regulated industries and other businesses. This includes data replication in multiple regions within Canada for business continuity, reduced network distance, and the option of a private connection to the cloud with Azure ExpressRoute. The Microsoft Cloud in Canada comes with the same deep commitment to high availability as our other regions, including a financially backed service level agreement of 99.9%. For Dynamics 365 (online), data residency means that most customer data will be kept within Canada, except for Azure Active Directory data. For the definition of customer data and details on our data flow maps in Geo, see the Microsoft Dynamics 365 Trust Center. Where are the Microsoft Cloud Canada regions? The Dynamics 365 (online) Canada Geo will consist of datacenters in Toronto and Quebec City. How do I find what country or region my account is under? 1. Sign in to https://portal.office.com. 2. In the upper-right corner of the Office 365 admin center menu bar, click your organization.  3. On the Company profile page, your account country/region is listed under Country or region.  Dynamics 365 (online) service overview Will multi-geo instances be available to customers in Canada? Yes, multi-geo instances will be supported for Canada. Multi-geo instances are designed for companies with offices in multiple countries or regions who want to keep core customer data within those countries or regions. Availability of multi-geo instance support will be limited in the initial rollout to a fixed number of eligible customers. We'll continue to expand this capacity over time. Read more on how to create and edit multi-geo instances.  Will the standard Dynamics 365 Online service level agreements be offered? Yes, the standard Dynamics 365 (online) service level agreements (SLAs) will apply to the Canada regions, just as they do in our other regions around the world. NOTE The SLA for Dynamics 365 (online) doesn't cover Microsoft Social Engagement.  Will Microsoft Dynamics Marketing, Social Engagement, and Parature be available in the Canada datacenters? These services are available for purchase in Canada, however, these services are provisioned regionally at this time. What is the customer experience if I use both Dynamics CRM Online from the Canada regions while using Microsoft Dynamics Marketing, Microsoft Social Engagement, and Parature from other regions? The customer experience will be unchanged, the workloads for the other services will simply be provisioned from other regions. When will ExpressRoute be available in Canada for Dynamics 365 Online customers, and through which partners? ExpressRoute is currently available in Canada. View a current list of ExpressRoute locations and partners. Microsoft is currently working to enable customers to use ExpressRoute with Dynamics 365 (online) from the Canada regions. Where can I find more about Microsoft Dynamics 365 (online ) security, data privacy, and compliance? You can find more information at the Microsoft Dynamics 365 Trust Center. Where can I find out more about the physical infrastructure for Dynamics 365 (online )? These services are hosted in the Microsoft cloud infrastructure comprising more than 100 globally distributed datacenters, edge computing nodes, and service operations centers. This infrastructure is supported by one of the world's largest multi-terabit global networks, with an extensive dark fiber footprint that connects them all. Microsoft provides cloud services to customers 24x7x365, and the Microsoft Cloud Infrastructure and Operations team designs, builds, operates and helps secure every facet of the infrastructure. Since opening our first datacenter in 1989, we've invested more than $15 billion on our infrastructure and remain focused on delivering reliable, scalable, and secure online services.  Migration You may request migration to the Canada datacenter by submitting a technical support request. If you're an existing Dynamics 365 (online) customer with a billing address mapping to Canada, review the information in this topic to understand the move process. How do I request my instance to be moved to Canada? You can request a move to the new Canada datacenter by submitting a technical support request through the Dynamics 365 admin center or by calling Microsoft Support. Please select the Data Management topic and Data Center Migration Request sub-topic to ensure your request receives the best possible routing. A Dynamics 365 (online) support engineer will assist you in verifying required prerequisites and provide guidance throughout the move process.  *Customers will be required to go through more steps depending on the type of transition. How will Microsoft engage with me on the migration? Once you have been scheduled for migration, a member of the Microsoft Support team will work directly with you to discuss scheduling and any other issues that may come up during the migration. If I am scheduled for an update to CRM Online 2015 Update or CRM Online 2015 Update 1, will Microsoft apply the update at the same time as their migration to the Canada datacenter? You must be updated to Microsoft Dynamics CRM Online 2015 Update or later prior to migrating to the Canada datacenter. Customers can schedule their update. For more information, see Manage Dynamics 365 (online) updates. If I have both Office 365 services and Dynamics 365 (online ), how will migration be handled? The migration of each service will be handled separately. For Dynamics 365 (online), you'll be able to choose their migration date and time. Microsoft will work with you to schedule the migration. For Office 365 scheduling and migration, see New datacenter regions for Office 365. Can I move Office 365 and Dynamics 365 (online ) at the same time? The move process for each service is handled separately. The Dynamics 365 (online) move can be requested to coincide with the Office 365 Admin Center move. If my content is stored in the Canada datacenters, can I access my content for work from locations outside of Canada? Yes. If you're outside of Canada and sign in to Dynamics 365 (online) as an authenticated user, you'll be able to access the relevant data.  Licensing and pricing Will all versions of Dynamics 365 (online ) be available? Customers will be able to purchase all licenses that are currently available in the market today. Please see local availability at Microsoft Dynamics CRM Solutions. Global pricing can be found at Microsoft Dynamics Pricing List. How will a customer who has an existing volume license agreement outside of Canada be billed if they add a new tenant to their agreement that resides in Canada? The additional seats will be invoiced at the same rate on the customer's invoice. The business desk will need to provide a multi-tenant amendment to provide an additional tenant in Canada. If I started a trial outside of Canada and before general availability, will I be moved to the Canada datacenter after general availability? No. Trials will remain in the geography where they were initiated. You may choose to start a new trial that will provision in the Canada datacenter. If I choose to convert a trial to a paid subscription, where the trial was created in a geographic region outside of Canada prior to general availability, will my subscription tenant and instance be moved to the Canada datacenter? No. If you choose to convert a trial that was created in a geographic region outside of Canada before general availability, your trial will be converted and billed in the geography where it was initiated. If the trial was originally  deployed in Canada and converted to a paid subscription, it will continue to be deployed in Canada. If a customer creates a trial in the Canada datacenter after general availability, will they be taxed for the trial? No. Trials are free for 30 days. See also Office 365 datacenters now available in Canada New datacenter regions for Dynamics 365 (online)  About the Microsoft Cloud Germany datacenter 8/24/2018 • 4 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 8.x Microsoft Dynamics 365 Germany address the needs of the most regulated customers in Germany, the European Union (EU ), and the European Free Trade Association (EFTA). The German datacenter delivers services that bring together the best of Microsoft in productivity, collaboration, intelligence and platform to grow, evolve and transform your business. NOTE Due to the unique nature of Microsoft Dynamics 365 Germany, there are some features that have not yet been enabled. The key sales, marketing, and service features for Dynamics 365 will be the same as in other regions. However, there may be external factors that are made available in other clouds, but will not be available to German cloud customers at this time. Please check back for the latest information.  German Data Residency Customer Data will be stored at rest in two independent, geographically dispersed datacenter locations in Germany. Replication of Customer Data across these German datacenters ensures data remains in Germany even in backup, business continuity, and disaster recovery scenarios. Customer Data means all data that are provided to Microsoft by, or on behalf of the customer through the use of Dynamics 365. Note the following: Customer Data is stored at rest in Germany Access control is through a German Data Trustee. All security and compliance capabilities of Dynamics 365 are included.  German Data Trustee The German Data Trustee controls access to Customer Data by anyone except the customer or the customer's end users. This means that access to Customer Data or the infrastructure on which Customer Data resides for performing operational tasks must be granted and supervised by the German Data Trustee, or else directly by the  customer. The German Data Trustee may also perform non-data specific tasks related to day-to-day datacenter operations.  Germany Service Delivery The following describe current and planned service availability. We will continue to add more services as they become available. Dynamics 365 Germany offers the following online services: Microsoft Dynamics 365 for Sales Dynamics 365 for Customer Service Dynamics 365 Customer Engagement Plan Customer Engagement Plan is a user subscription that includes Microsoft Dynamics 365 for Sales, Dynamics 365 for Customer Service, Field Service, Project Service, and Team Members. Please note that Dynamics 365 for Field Service and Dynamics 365 for Project Service Automation cause location data to be transmitted to Bing Maps outside of Germany. Coming soon: Azure ExpressRoute Some online services or add-ons are not yet offered, such as: Online services: Dynamics 365 for Finance and Operations Dynamics for Financials Microsoft Flow Microsoft Social Engagement Add-ons and Integration Dynamics 365 - Gamification Mobile offline synchronization Relevance Search Azure Machine Learning integration Bing Maps integration Office 365 Groups integration  Power BI integration  Compliancy and certifications Microsoft Dynamics 365 Germany is built in adherence to the cloud security and compliance standards and commitments of Dynamics 365. Microsoft Dynamics 365 Germany is planned to be covered under existing audits. Uses the same security and controls Includes ISO 27001, 27018, and SOC 1 and 2 Data centers undergo audits like any other expansion. The additional Data Trustee controls in Microsoft Dynamics 365 Germany will be evaluated by independent assessors as part of our annual ISO and SOC. Microsoft Dynamics 365 Germany includes client software applications that are installed and run on an end user's device ("client software applications"), such as Dynamics 365 for Outlook, Dynamics 365 for phones and Dynamics 365 for tablets, and the Unified Service Desk for Dynamics 365. Client software applications do not operate exclusively in German data centers and may enable an end user to access online services that are not German Online Services. For purposes of your agreement with Microsoft, client software applications are not German Online Services. German Data Residency commitments and access control by German Data Trustee apply only to the German Online Services. Apps available in a Microsoft app store are provided by either Microsoft or a third-party app publisher and these are subject to a separate privacy statement and terms and conditions. Data provided through the use of a Microsoft app store and any app may be accessible to Microsoft or the third-party app publisher, as applicable, and transferred to, stored, and processed in the United States or any other country or region where Microsoft or the app publisher and their affiliates or service providers maintain facilities. Please work with the app publisher to make sure it meets requirements for your Microsoft Dynamics 365 Germany deployment.  Privacy notice Mapping functions for Dynamics 365 Customer Engagement Plan Field Service and Project Service Automation have key functions that rely on location. For example, the location of Service Accounts (which define where services or tasks take place) or the starting/ending location of Resources (people performing services or tasks). In order for the system to show these on a map - or to calculate distances between points - it's necessary to use a mapping service (in this case Bing Maps). Following is the workflow to and from the Bing Maps service: FROM DYNAMICS 365  BING MAPS RETURNS  NOTE  Address (account or resource)  Latitude and longitude of the address (location)  This is referred to as "geo-coding" of an address.  Set of locations (latitude/longitude)  Distance between locations  This can be used to find optimal routes for resources or to calculate travel times.  Set of locations (latitude/longitude)  Map view with the locations as pins on the map  This is used to view the accounts and resources in a map view.  NOTE Aside from the data referenced above, no other data is sent to the Bing Maps service.  See also Microsoft Azure Germany New datacenter regions for Dynamics 365 (online)  About the Microsoft Cloud India datacenter 8/24/2018 • 7 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x  New Microsoft Cloud Services in India What is Microsoft announcing? We're announcing the general availability of Dynamics 365 (online) served from new datacenter regions in Pune and Chennai, joining Azure and Office 365 in providing the trusted Microsoft Cloud in India. Built on foundational principles of security, privacy and control, compliance, and transparency, the Microsoft Cloud delivers trusted cloud services to enable people and organizations to achieve more. Providing flexible platform and productivity solutions Azure, Office 365, and now Dynamics 365 (online), the local Microsoft Cloud is designed to fuel innovation and accelerate India's digital transformation. What is the benefit to customers? The new local Microsoft Cloud enables data residency for customers in India, bringing enterprise-grade reliability and performance to regulated industries and other businesses. This includes data replication in multiple regions within India for business continuity, reduced network distance, and the option of a private connection to the cloud with Azure ExpressRoute. The Microsoft Cloud in India comes with the same deep commitment to high availability as our other regions, including a financially backed service level agreement of 99.9%. For Dynamics 365 (online), data residency means that most customer data will be kept within India, except for Azure Active Directory data. For the definition of customer data and details on our data flow maps in Geo, see the Microsoft Dynamics 365 Trust Center. Where are the Microsoft Cloud India regions? The Dynamics 365 (online) India Geo will consist of datacenters in Central India (Pune) and South India (Chennai). How do I find what country or region my account is under? 1. Sign in to https://portal.office.com. 2. In the upper-right corner of the Office 365 admin center menu bar, click your organization.  3. On the Company profile page, your account country/region is listed under Country or region.  Dynamics 365 (online) service overview Will multi-geo instances be available to customers in India? Yes, multi-geo instances will be supported for India as long as the tenant is provisioned in India. For customers not located in India who want to provision an instance of Dynamics 365 (online) within the India datacenter, they must first purchase a tenant for an organization located in India and then the tenant can be provisioned in India. Availability of multi-geo instance support will be limited in the initial rollout to a fixed number of eligible customers. We'll continue to expand this capacity over time. Read more on how to create and edit multi-geo  instances. Will the standard Dynamics 365 Online service level agreements be offered? Yes, the standard Dynamics 365 (online) service level agreements (SLAs) will apply to the India regions, just as they do in our other regions around the world. NOTE The SLA for Dynamics 365 (online) doesn't cover Microsoft Social Engagement.  Will Microsoft Dynamics Marketing, Social Engagement, and Parature be available in the India datacenters? These services are available for purchase in India, however, these services are provisioned regionally at this time. What is the customer experience if I use both Dynamics CRM Online from the India regions while using Microsoft Dynamics Marketing, Microsoft Social Engagement, and Parature from other regions? The customer experience will be unchanged, the workloads for the other services will simply be provisioned from other regions. When will ExpressRoute be available in India for Dynamics 365 Online customers, and through which partners? ExpressRoute is currently available in India. View a current list of ExpressRoute locations and partners. Microsoft is currently working to enable customers to use ExpressRoute with Dynamics 365 (online) from the India regions. Where can I find more about Microsoft Dynamics 365 (online ) security, data privacy, and compliance? You can find more information at the Microsoft Dynamics 365 Trust Center. Where can I find out more about the physical infrastructure for Dynamics 365 (online )? These services are hosted in the Microsoft cloud infrastructure comprising more than 100 globally distributed datacenters, edge computing nodes, and service operations centers. This infrastructure is supported by one of the world's largest multi-terabit global networks, with an extensive dark fiber footprint that connects them all. Microsoft provides cloud services to customers 24x7x365, and the Microsoft Cloud Infrastructure and Operations team designs, builds, operates and helps secure every facet of the infrastructure. Since opening our first datacenter in 1989, we've invested more than $15 billion on our infrastructure and remain focused on delivering reliable, scalable, and secure online services.  Migration You may request migration to the India datacenter by submitting a technical support request. If you're an existing Dynamics 365 (online) customer with a billing address mapping to India, review the information in this topic to understand the move process. How do I request my instance to be moved to India? You can request a move to the new India datacenter by submitting a technical support request through the Dynamics 365 admin center or by calling Microsoft Support. Please select the Data Management topic and Data Center Migration Request sub-topic to ensure your request receives the best possible routing. A Dynamics 365 (online) support engineer will assist you in verifying required prerequisites and provide guidance throughout the move process.  *Customers will be required to go through more steps depending on the type of transition. How will Microsoft engage with me on the migration? Once you have been scheduled for migration, a member of the Microsoft Support team will work directly with you to discuss scheduling and any other issues that may come up during the migration. If I am scheduled for an update to CRM Online 2015 Update or CRM Online 2015 Update 1, will Microsoft apply the update at the same time as their migration to the India datacenter? You must be updated to Microsoft Dynamics CRM Online 2015 Update or later prior to migrating to the India datacenter. Customers can schedule their update. For more information, see Manage Microsoft Dynamics CRM Online Updates. If I have both Office 365 services and Dynamics 365 (online ), how will migration be handled? The migration of each service will be handled separately. For Dynamics 365 (online), you'll be able to choose their migration date and time. Microsoft will work with you to schedule the migration. For Office 365 scheduling and migration, see New datacenter regions for Office 365. Can I move Office 365 and Dynamics 365 (online ) at the same time? The move process for each service is handled separately. The Dynamics 365 (online) move can be requested to coincide with the Office 365 Admin Center move. If my content is stored in the India datacenters, can I access my content for work from locations outside of India? Yes. If you're outside of India and sign in to Dynamics 365 (online) as an authenticated user, you'll be able to access the relevant data.  Licensing and pricing Will all versions of Dynamics 365 (online ) be available? Customers will be able to purchase all licenses that are currently available in the market today. Please see local availability at Microsoft Dynamics CRM Solutions. Global pricing can be found at Microsoft Dynamics Pricing List. How will a customer who has an existing volume license agreement outside of India be billed if they add a new tenant to their agreement that resides in India? The additional seats will be invoiced at the same rate on the customer's invoice. The business desk will need to provide a multi-tenant amendment to provide an additional tenant in India. If I started a trial outside of India and before general availability, will I be moved to the India datacenter after general availability? No. Trials will remain in the geography where they were initiated. You may choose to start a new trial that will provision in the India datacenter. If I choose to convert a trial to a paid subscription, where the trial was created in a geographic region outside of India prior to general availability, will my subscription tenant and instance be moved to the India datacenter? No. If you choose to convert a trial that was created in a geographic region outside of India before general availability, your trial will be converted and billed in the geography where it was initiated. If the trial was originally deployed in India and converted to a paid subscription, it will continue to be deployed in India.  If a customer creates a trial in the India datacenter after general availability, will they be taxed for the trial? No. Trials are free for 30 days. See also Announcing the availability of Office 365 from local datacenters in India New datacenter regions for Dynamics 365 (online)  About the Microsoft Cloud Japan datacenter 8/24/2018 • 7 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You may request migration to the Japan datacenter upon datacenter availability (March 2015). If you're an existing Dynamics 365 (online) customer with a billing address mapping to a new data center region, review the information in this topic to understand the move process:  Japan GEO expansion announcement What is Microsoft announcing? Dynamics 365 (online) is now available as a service within the Japan datacenters. In addition, Dynamics 365 (online) is currently available in 130 markets and 44 languages enabling us to sell sideby-side with Office 365 in the majority of the markets worldwide. With the inclusion of Japan, our global customers will now be served from datacenters in 5 global regions around the world. This marks an important step for on our cloud journey to serve our customers and partners in Japan (Japan GEO ). By bringing Dynamics 365 (online) to the local region we will be able to serve our customers more effectively and with better performance while also ensuring compliance with local requirements. What prompted Microsoft to undertake this geographic expansion of Dynamics 365 (online )? In order to better serve customer needs for data residency and reduced latency, we continually evaluate where we should expand availability around the world. We are committed to long-term investment in Dynamics 365 (online) and expansion over time. Dynamics 365 (online) is currently available in 130 markets and 44 languages enabling us to sell side-by-side with Office365 in the majority of the markets around the globe. This global expansion will enable us to deliver on the promise of increasing sales productivity while allowing our customers to sell effectively, market smarter, and provide care everywhere to offer amazing experiences to their customers. What are the future geographic expansion plans for Dynamics 365 (online )? Geographic expansion of Dynamics 365 (online) is a high priority and we're constantly evaluating market needs. While we have no additional information or specifics on future plans to announce at this time, we will update if and when we have something to share.  Datacenter overview Where are the datacenters located in the Japan Geo? The Dynamics 365 (online) Japan Geo will consist of datacenters in the Japan East and Japan West. Will the standard Dynamics 365 (online ) SLA be offered at general availability launch? Yes, on the date of general availability, the standard 99.9% financially backed SLA for Dynamics 365 (online) will apply, just as it does in our other regions around the world. Note: the SLA for Dynamics 365 (online) does not cover Microsoft Social Engagement. Do existing Dynamics 365 (online ) customers have the choice to keep their service from being moved to the  Japan Datacenters? Existing Dynamics 365 (online) customers will remain in the datacenters where they are currently deployed unless they request to be moved. Microsoft reserves the right to make a unilateral decision to migrate accounts based on multiple conditions. All new customers purchasing Dynamics 365 (online) in Japan will be provisioned within the Japan datacenter. How do I request my instance to be moved to the Japan datacenter? You can request a move to the new Japan datacenter by submitting a technical support incident through the Office 365 Admin Center. 1. Sign in to https://portal.office.com. 2. Go to Support > Service Requests > + 3. Choose More > Dynamics 365 Online 4. For Feature, select Data Management. For Symptom, select Data Center migration request. 5. Fill in the rest of the information to submit a service request. A Dynamics 365 (online) support engineer will assist you in verifying required prerequisites and provide guidance throughout the move process. How will Microsoft engage with me on the migration? Once you have been scheduled for migration, a member of the Microsoft Support team will work directly with you to discuss scheduling and any other issues that may come up during the migration. If I am scheduled for an update to Microsoft Dynamics CRM Online 2015 Update or CRM Online 2015 Update 1, will Microsoft apply the update at the same time as their migration to the Japan datacenter? You must be updated to Microsoft Dynamics CRM Online 2015 Update or later before migrating to the Japan datacenter. Customers can schedule their update. For more information, see Manage Microsoft Dynamics 365 (online) Updates. If I have both Office 365 services and Dynamics 365 (online ), how will migration be handled? The move of each service will be handled separately and customers will be fully supported even if one service has been moved and the other has not. For Dynamics 365 (online), customers will be able to choose their move date and time. Microsoft will work with the customer to schedule the move. For Office 365, customers will be notified through the message center about the move timeline, but the large number of existing customers means that individual scheduling is not possible. For Office 365 scheduling and migration, see New datacenter regions for Office 365. Can I move Office 365 and Dynamics 365 (online ) at the same time? The move process for each service is handled separately, but the Dynamics 365 (online) move can be scheduled to coincide with the Office 365 Admin Center move if requested. Will multi-geo instances be available to customers in Japan? Multi-geo instances will be supported for Japan. Availability of multi-geo instance support will be limited in the initial rollout to a fixed number of eligible customers upon request, and we'll continue to expand over time. For additional guidance regarding multiple tenants and multiple instances, see Multiple online instances or tenants. This link will be updated with the Microsoft Dynamics CRM Online 2015 Update launch. How will this affect Dynamics 365 (online ) users or partners? Regardless of where Dynamics 365 (online) is provisioned, you'll have the ability to determine which of your users will have access to those services based on how you configure Dynamics 365 (online). Will Dynamics 365 (online ) be available on Azure Infrastructure as a Service (IaaS ) in Japan?  At this time Dynamics 365 (online) is only available for dev/test scenarios and isn't supported for production use cases. Developers can leverage their MSDN subscription and Azure credits for dev/test scenarios. Note: we recently announced intent to support Dynamics 365 (online) on Azure IaaS but we are dependent on Azure Premium Storage availability being available in each geographic region. Azure's Limited Public Preview will only be available in the U.S. and part of Europe. We do not have any additional information regarding other geos or general availability at this time. Where can I find more about Dynamics 365 (online ) security, data privacy, and compliance? The Dynamics 365 (online) Trust Center will be updated as needed when the Japan datacenters launch into general availability. To see the current version of the Trust Center, see: Microsoft Dynamics 365 Trust Center. Will Microsoft Dynamics Marketing, Social Engagement, and Parature, from Microsoft be available in the Japan datacenters? These services will be available for purchase in the local market but will be delivered outside of the Japan datacenters at this time. Note: Dynamics 365 (online) leverages Azure Active Directory and Multi-Factor Authentication, which don't offer a region choice to customers.  Pricing How will billing be handled for customers whose instances are moved from an existing tenant located outside of Japan to a new tenant in Japan? Billing is related to the country/region where the customer signs up for the Dynamics 365 (online) service, not where the service is deployed. Will all versions of Dynamics 365 (online ) be available? You'll be able to purchase all licenses that are currently available in the market today. For more information, see: Microsoft Dynamics 365 Pricing List. See also Office 365 now available from datacenters in Japan Japan datacenter - Office 365 FAQ New datacenter regions for Dynamics 365 (online)  Geo to geo migrations 8/24/2018 • 3 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x We continue to open new datacenter regions for Dynamics 365 (online) for business services, and to add datacenters to existing regions. The Geo Migration feature for Dynamics 365 (online) will allow customers to move their instances in a single tenant from one region to another. There are no user-interface changes or version changes as part of this move. In the case of a Dynamics 365 (online) instance residing in an Office 365 instance in a single tenant, moving the Dynamics 365 (online) instance doesn't move the Office 365 instance; they are separate services. Your Dynamics 365 (online) instance will still appear in your tenant alongside the Office 365 instance. IMPORTANT For versions prior to Dynamics 365 (online), version 9.0, you can move individual Dynamics 365 (online) instances from one geographical region to another. When you do so, your tenant becomes a multiregional tenant. Regional features are enabled in the Dynamics 365 admin center. To request a regional migration, please contact your account manager or see Technical Support. Dynamics 365 (online), version 9.0 does not currently support regional migration. Check back later for availability.  Impact of migrating Moving an instance to a different region changes your tenant to be multiregional - enabling regional features in the Dynamics 365 admin center. The other significant change is to your organization URL. Each of the Dynamics 365 (online) regional datacenters has a unique identifier in the URL. When your organization is moved from one regional datacenter to another this identifier will change. For example: South America (LATAM/SAM ) = .crm2.dynamics.com Canada (CAN ) = .crm3.dynamics.com Europe, Middle East, Africa (EMEA) = .crm4.dynamics.com Asia Pacific (APAC ) = *.crm5.dynamics.com Australia (OCE ) = *.crm6.dynamics.com Japan (JPN ) = *.crm7.dynamics.com India (IND ) = *.crm8.dynamics.com United Kingdom (UK) = *.crm11.dynamics.com More information: Direct sign in to Dynamics 365 (online) and Discover the URL for your organization using the Organization Service For example, if your existing organization URL is https://myorg.crm5.dynamics.com and you request it to be moved to Australia, the new organization URL will be https://myorg.crm6.dynamics.com.  You'll need to update any direct references to your Dynamics 365 (online) organization URL. NOTE Organization URLs must be unique. If your organization name has already been reserved in the destination datacenter, it won't be available. In the unlikely event this happens, we will work with you to decide how to proceed.  To see the datacenter regions, go to Where is my data? and then click Select Your Region. The following topics have information that could be helpful to understand the move process: New datacenter regions for Dynamics 365 (online) About Microsoft Cloud Australia About Microsoft Cloud Canada About the Microsoft Cloud Germany datacenter About Microsoft Cloud Japan About Microsoft Cloud India  How the move works You'll be provided with a list of prerequisites and post-requisites for your migration. For more information, download Geo to geo migration information for CRM Online. The following table describes what Microsoft does before, during, and after your move.  What Microsoft does  BEFORE THE MOVE  DURING THE MOVE  AFTER THE MOVE  Notification  Cut-over  Notification and support  Your support representative or Account Manager will work with you to request a move and scheduling.  Cut-over times for each service depend on the number of users and the amount of data. This step can take 1 to 6 hours for smaller organizations, but may take up to 48 hours for large organizations. The cutover is done during the evening or over a weekend.  You will be alerted by email or telephone when your instance is migrated to the new datacenter.  There is a step that will require your involvement, which is to re-enter the encryption key in Dynamics 365 (online). This can happen at a time that suits you but the migration process will be on hold until you complete this action.  After your geo has migrated you can perform the post requisite steps - primarily changing your new URLs with any associated Dynamics 365 plugins or services.  We will adhere to the terms of the Microsoft Online Services Service Level Agreement for all moves. See also Dynamics 365 (online) terminology Add and edit multiregional instances Manage Microsoft Dynamics 365 (online) instances  Set up an organization 9/27/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x This section describes how to set up your Dynamics 365 organization. You will learn about managing business units and sites, adding resources and selecting language options. See also Terminology used in the product and documentation  Regional and other business management settings 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x This section covers configuring regional settings for everyone in your organization.  Customize regional options 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can customize how numbers, currencies, times, and dates appear to everyone in your organization. 1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics 365. Check your security role a. Follow the steps in View your user profile. b. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Administration. 3. Click System Settings. 4. Click the Formats tab. 5. From the Current Format list, select the language and country or region, and then click Customize. 6. In the Customize Regional Options dialog box, you can change the default settings for the selected format. View how the changes will look in the preview boxes. Click the Number tab to change the decimal symbol, digit grouping symbol, digit groups, and negative numbers. Click the Currency tab to change the currency format, negative currency amounts, and number of decimal places. Click the Time tab to change the time format, time separator, and notation for morning and afternoon. Click the Date tab to set the type of calendar, first day of the week, first week of the year, formats for long and short dates, and whether or not to show week numbers in calendar views. Click Apply to apply the changes and continue working in the dialog box, or click OK to save the changes and close the dialog box. 7. Click OK. See also System Settings dialog box - Formats tab  Manage transactions with multiple currencies 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Currencies determine the prices for products in the product catalog and the cost of transactions, such as sales orders. If your customers are spread across geographies, add their currencies in Dynamics 365 to manage your transactions. Add the currencies that are most appropriate for your current and future business needs.  Add a currency 1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics 365. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Business Management. 3. Click Currencies. 4. Click New. 5. Fill in the information, as required. FIELD  DESCRIPTION  Currency Type  - System - Select this option if you want to use the currencies available in Dynamics 365. To search for a currency, click the Lookup button next to Currency Code. When you select a currency code, Currency Name and Currency Symbol are automatically added for the selected currency. - Custom - Select this option if you want to add a currency that's not available in Dynamics 365. In this case, you must manually enter the values for Currency Code, Currency Precision, Currency Name, Currency Symbol, and Currency Conversion.  Currency Code  Short form for the currency. For example, USD for United States Dollar.  Currency Precision  Type the number of decimals that you want to use for the currency. You can add a value between 0 and 4. Note: If you've set a precision value in the System Settings dialog box, that value will appear here. More information: System Settings dialog box - General tab.  FIELD  DESCRIPTION  Currency Name  If you selected a currency code from the list of available currencies in Dynamics 365, the currency name for the selected code is displayed here. If you selected Custom as the currency type, type the name of the currency.  Currency Symbol  If you selected a currency code from the list of available currencies, the symbol for the selected currency is displayed here. If you selected Custom as the currency type, enter the symbol for the new currency.  Currency Conversion  Type the value of the selected currency in terms of one US dollar. This is the amount at which the selected currency converts to the base currency. Important: Make sure you update this value as frequently as required to avoid any inaccurate calculations in your transactions.  6. When you're done, on the command bar, click Save or Save and Close. TIP To edit a currency, click the currency, and then enter or select the new values.  Delete a currency 1. Click Settings > Business Management. 2. Click Currencies. 3. From the list of currencies displayed, select the currency to delete. 4. Click Delete . 5. Confirm the deletion. IMPORTANT You can't delete currencies that are in use by other records; you can only deactivate them. Deactivating currency records doesn't remove the currency information stored in existing records, such as opportunities or orders. However, you won't be able to select the deactivated currency for new transactions.  See also System Settings dialog box - General tab  Regional and language options for your organization 8/24/2018 • 3 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Enable languages in your organization to display the user interface and Help in a language that's different from the base language. IMPORTANT If you're running Dynamics 365 for Outlook, you must download one or more Language Packs before you can enable additional languages.  The following table shows tasks that are associated with changing regional and language options for your organization. TASK  DESCRIPTION  Set the base language  The base language determines default settings for regional and language options in Dynamics 365. After the base language is set, you can't change it.  Enable or disable languages  You can enable or disable available languages in the Settings area.  Add and remove currencies  Similar to setting the base language, you select your organization's base currency during the purchasing process for a subscription to Dynamics 365. After the base currency is set, you can't change it. However, if your organization uses more than one currency to track financial transactions, you can add currencies.  Deactivate or activate currency records  You can't delete currency records that are being used by other records, such as opportunities or invoices. However, you can deactivate currency records so they won't be available for future transactions.  Enable the language Before users can start using a Language Pack to display a language, the Language Pack must be enabled in your Dynamics 365 organization. 1. Start the Dynamics 365 web application. You'll need a System Administrator security role or equivalent privileges for the Dynamics 365 organization that you want to provision a Language Pack for. 2. Go to Settings > Administration. 3. Click Languages to open the Language Settings dialog box. Here you'll see each Language Pack installed in your Dynamics 365 deployment, with a check box to the left of each listed Language Pack 4. For each Language Pack that you want to provision (enable), select the check box next to it. For each  Language Pack that you want to unprovision (disable), clear the check box. 5. Click Apply. 6. Click OK on any confirmation dialog boxes that open. NOTE It may take several minutes for Dynamics 365 to provision or unprovision the languages.  7. To close the Language Settings dialog box, click Close. Repeat the previous steps for each organization in your Dynamics 365 deployment.  Select the language to display the user interface and Help Each user selects the language to display in both the Dynamics 365 web client and Dynamics 365 for Outlook applications. IMPORTANT For Microsoft Dynamics 365 for Outlook, you must download and install the Language Packs before you can select them.  1. Sign in to Dynamics 365 and open the Set Personal Options page, as follows: If you're using the Dynamics 365 web client, click the Settings button  , and then click Options.  If you are using Dynamics 365 for Outlook, on the top menu bar, choose Dynamics 365, and then click Options. 2. Choose the Languages tab. 3. In the User Interface Language list, select the language in which you want to display Dynamics 365. 4. In the Help Language list, select the language in which you want to display Microsoft Dynamics 365 Help. 5. To save your changes and close the dialog box, click OK. NOTE In Dynamics 365 for Outlook, the user language settings only apply to Dynamics 365 for Outlook features, such as the user interface display of the Dynamics 365 menu, and don't affect other areas of Office Outlook. To display all of the Dynamics 365 for Outlook user interface or Help in multiple languages, you need to install one or more Microsoft OfficeLanguage Packs. More information: Office 2013 Language Options.  See also Add resources to a site  Work with fiscal year settings 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can set the fiscal year period, and how it's displayed, for your organization. IMPORTANT After you set the fiscal year options, you can't change them. Fiscal year options affect the way in which your organization's data is stored in Dynamics 365.  1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics 365. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Business Management. 3. Click Fiscal Year Settings. 4. Type information in the text boxes. In the Start Date box, select the date to start the fiscal year. In the Fiscal Period Template drop-down list, select how your fiscal year is divided. In the Fiscal Year drop-down list, select how you want to display the fiscal year. In Name Based On drop-down list, select whether the fiscal year name is displayed on the start or end of the fiscal year. In the Fiscal Period drop-down list, select how you want to display the fiscal period. In the Display As drop-down list, select how you want the fiscal year abbreviation and the year to appear. 5. Click OK. See also Set up sales territories to organize business markets by geographical area  Set privacy preferences for an organization 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Manage users' data privacy by controlling when to send error notifications, and also let users know how their privacy is protected by displaying your organization's own privacy statement instead of the one from Microsoft.  Set error reporting preferences for the organization When errors occur in the product, data about the problem is sent to Microsoft. This data – an error report - allows Microsoft to track and address errors relating to Dynamics 365. You can help Microsoft improve products and services when you allow the system to send these error reports. By default, individual users in Dynamics 365 have a measure of control over whether to send error reports to Microsoft. But you, as an administrator, can override their preferences and set up the error reporting preferences for the entire organization. 1. Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Administration. 3. Choose Privacy Preferences. 4. Under Select your error notification preferences, choose Specify the Web application error notification preferences on behalf of users, and then select one of the options.  When you use this setting, you can control error reporting for the entire organization by: Not allowing users to make changes in how error reporting occurs. Changing the default behavior for how error reporting happens.  Replace the privacy statement for the organization By default, the Microsoft privacy statement is always shown to users with an administrator role only, and not to  other (business) users. As an administrator, you can add a link to specify your organization's privacy statement, which is then shown to other users in your organization. 1. Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Administration. 3. Choose Privacy Preferences. 4. Under Select your privacy statement link preferences, choose Show a link to the privacy statement, and then, in the Privacy statement URL box, type the link of the webpage you want to show.  5. To make sure the link is correct, choose Test URL. After you add the privacy statement URL, the link directs all Dynamics 365 users to the specified link. NOTE Any user with the System Administrator security role will always see the Microsoft privacy statement and not the organization's privacy statement.  See also Get Help from the Microsoft Dynamics 365 Community  Set up sales territories to organize business markets by geographical area 10/11/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Improve sales potential and revenues by creating territories for customer and market segments in Dynamics 365. Then assign appropriate sales people to handle the sales and revenue opportunities for those territories. Sales territories improve the sales potential because the members of a territory are focused on the services or sales within that territory. You can associate the financials directly with a territory and its members, which simplify business analysis. Also, based on the sales territory type and size, you can define sales methodologies and the training required for those locations.  Create a sales territory (Sales Hub app) 1. Make sure that you have the Manager, Vice President, CEO -Business Manager, System Administrator, or System Customizer security role or equivalent permissions. 2. Select the Site map icon  , then select ellipsis  , and then select Sales Territories.  3. To create a new sales territory, on the command bar, select New. 4. In the sales territory form, hill in your information. a. Name. Enter the geographical name for the territory such as the name of a city, country/region, or a state. b. Manager. Enter the name of the user who is the manager for this territory. This person would typically assign leads to salespeople. IMPORTANT You can't allocate the same user to multiple territories. If you need to assign a user to a larger area (more than one existing territory), create a new territory that includes the existing territories, and then assign the user to that new territory.  c. Description. Enter any details that you'd like to include for this territory, for example, "Sales territory created for education and training." 5. When you're done, on the command bar, select Save. 6. Select the Related tab, and then select Members.  7. On the Members tab, select Add members. 8. In the Lookup Records pane, select the search icon , select a user record, and then select Add.  9. Select Save.  Create a sales territory (Sales app) 1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics 365. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Business Management. 3. Choose Sales Territories. 4. On the command bar, choose New. 5. Fill in your information. Name. Enter the geographical name for the territory such as the name of a city, country/region, or a state. Manager. Enter the name of the user who is the manager for this territory. This person would typically assign leads to salespeople.  IMPORTANT You can't allocate the same user to multiple territories. If you need to assign a user to a larger area (more than one existing territory), create a new territory that includes the existing territories, and then assign the user to that new territory.  Description. Enter any details that you'd like to include for this territory, for example, "Sales territory created for education and training." 6. When you're done, on the command bar, choose Save or Save and Close. 7. To assign members to a sales territory, open the territory, and then in the left pane, under Common, choose Members. 8. On the Users tab, in the Records group, choose Add Members. 9. In the Look Up Records dialog box, select a user, and then choose Add. TIP To make your salesperson's job easier, you can also set a default price list for a territory. More information: Create price lists and price list items to define pricing of products  See also Administrator and sales manager guide Nurture sales from lead to order (Sales)  Change auto-numbering prefixes for contracts, cases, articles, quotes, orders, invoices, campaigns, categories, and knowledge articles 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Contracts, cases, articles, quotes, orders, invoices, marketing campaigns, categories, and knowledge articles (the new Knowledge Article entity introduced in Dynamics CRM Online 2016 Update and Microsoft Dynamics 365) are automatically numbered by Dynamics 365. If your organization has standard numbering formats, you can change the default three-character prefixes and number format to match your organization. 1. Go to Settings > Administration > Auto-Numbering. 2. In the Set Auto-Numbering dialog box, select the record type that you want to change. 3. In the Prefix box, enter up to three characters, symbols, or numbers. Prefixes are system-wide and are used for all system-generated numbers for the selected record type. If you change the prefix for a record type, it won't change the prefix of numbers that are already assigned. The prefix of the tracking token for email messages is set in the System Settings area. More information: System Settings dialog box - Email tab 4. In the Number box, enter the starting number. If you haven't set a numbering format before, the Number box displays 1000. After you set the numbering format and save your settings, this field is set to read-only and you can't modify it. If a custom autonumbering solution was used, you won't be able to change the number. 5. Select a suffix length. Articles and knowledge articles don't have suffixes. The suffix is used for records that were created while you were offline and for which the number can't be guaranteed to be unique. 6. Click OK to save your settings. See also Use solutions for your customizations  Define subjects to categorize cases, products, and articles 10/6/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Dynamics 365 includes a subject organizational structure that lets you mark and categorize service cases, knowledge base articles, products, and sales literature. By using the subject hierarchy, you can classify service cases to quickly provide service to your customer. You can also provide the appropriate sales literature. You'll also be able to better understand gaps in your sales literature, evaluate service quality by subject area, and improve reporting on the performance of your products. NOTE With the Customer Engagement apps, version 9.1 release, subjects in service management are available in the Customer Service Hub based on the Unified Interface experience. We recommend that you manage subjects using the new experience.  Create or edit a subject (Customer Service Hub) 1. In the Customer Service Hub app, go to Service Management and select Case Settings > Subjects in the sitemap to access subjects. 2. In the command bar: Select Add subject to add a subject. A quick create dialog box is displayed. Enter Name and Description for the subject. You can choose default subject as parent in the Parent Subject drop-down. If you don't choose a parent subject, then your subject begins from the same node as default subject. Select a subject from the tree and select Edit subject to edit a subject Select a subject from the tree and select Remove subject to delete a subject  Create or edit a subject (Customer Service app) 1. Go to Settings > Business Management. select Subjects. You can also get there by going to Settings > Service Management > Subjects. 2. To add a subject, under Common Tasks, select Add a Subject.  -OR To edit a subject, in the Subject Tree, select a subject, and then under Common Tasks select Edit Selected Subject. 3. In the Subject dialog box, enter the required information: Title: Type a name for the subject. This is a required field. Parent Subject: To search for and select a parent subject for the new subject, select the Lookup button. -OR To make the new subject a parent subject, leave the Parent Subject box empty. Description: Type a descriptive statement about the subject. 4. Select OK. See also Service Manager Guide (Customer Service Hub and Customer Service app)  Create or edit business units to improve security and control 10/10/2018 • 3 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x In Dynamics 365, a business unit is a logical grouping of related business activities. If your Dynamics 365 organization is structured around departments or divisions that have separate products, customers, and marketing lists, you might want to create business units. Business units are mapped to an organization's departments or divisions. Users can securely access data in their own business unit, but they can't access data in other business units. Business units, security roles, and users are linked together in a way that conforms to the Dynamics 365 rolebased security model. Use business units together with security roles to control data access so people see just the information they need to do their jobs. More information: Security concepts for Microsoft Dynamics 365 Keep the following in mind when creating business units: The organization (also known as the root business unit) is the top level of a Dynamics 365 business unit hierarchy. Dynamics 365 automatically creates the organization when you install or provision Dynamics 365. You can't change or delete the organization name. Each business unit can have just one parent business unit. Each business unit can have multiple child business units. Dynamics 365 security roles and users are associated with a business unit. You must assign every user to one (and only one) business unit. You can assign a team to just one business unit, but a team can consist of users from one or many business units. Consider using a team if you have a situation where users from different business units need to work together on a shared set of records.  Create a new business unit 1. Go to Settings > Security. 2. Choose Business Units. 3. On the Actions bar, select New. 4. In the Business Unit dialog box, type a name for the new business unit. Dynamics 365 automatically fills in the Parent Business field with the name of the root business unit.  5. If you want to change the parent business unit, select the Lookup button then do one of the following:  , Look Up More Records, and  Select an existing business unit from the list. Create a new parent business unit: a. Choose New, and then add the information for the new parent business unit in the Business Unit dialog box. b. When you're done adding information, select Save and Close. c. In the Look Up Record dialog box, select Add. 6. In the Business Unit dialog box, fill in any of the other optional fields, such as the Division, Website, contact information, or addresses. 7. When you're done making entries, select Save and Close.  Change the settings for a business unit 1. Go to Settings > Security. 2. Choose Business Units and then select a business unit name. 3. In the Business Unit dialog box, do one or more of the following: Modify the data in one or more fields. Select a record type under Organization to see a list of related records. For example, select Users to view a list of users in the selected business unit. 4. When you're done making changes select Save and Close.  Change the business unit for a record You can change the business unit for an individual facility, equipment, or user. Change the business unit for facilities or equipment  1. Go to Settings > Business Management. 2. Choose Facilities/Equipment. 3. Select the Name of a piece of equipment or a facility. 4. In the Facility/Equipment dialog box, on the Actions menu, choose Change Business Unit. 5. In the Change Business Unit dialog box, use the Lookup button then select OK.  to select a new business unit, and  6. Select Save and Close. Change the business unit for a user IMPORTANT By changing the business unit for a user, you remove all security role assignments for the user. At least one security role must be assigned to the user in the new business unit. More information: Security roles.  1. Go to Settings > Security. 2. Choose Users. 3. Select a user name. 4. On the More Commands (… ) menu, select Change Business Unit. 5. In the Change Business Unit dialog box, use the Lookup button then select OK. See also Set up a Dynamics 365 organization Delete a business unit Assign a business unit a different parent business  to select a new business unit, and  Delete a business unit 10/4/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can delete a business unit to completely remove it from Dynamics 365. IMPORTANT Before deleting a business unit, be sure to consider the following: Deleting a business unit is irreversible. The records owned by the business unit (for example: Teams, Facilities/Equipment, and Resource Groups) are deleted at the same time you delete the business unit. You can't delete a business unit until you delete any associated users, teams, and child business units.  1. Go to Settings > Security. 2. Choose Business Units. 3. Click to select the business unit that you want to delete. 4. On the Actions toolbar, choose More Actions > Disable. IMPORTANT When you disable a business unit, all users and teams associated with the business unit will not be able to sign in. You will need to reparent users and teams to another business unit and reassign security roles.  5. In the Confirm Deactivation dialog box, choose Deactivate. 6. With the entry for the business unit you're deleting still selected, on the Actions toolbar, choose the Delete icon . 7. In the Confirm Deletion dialog box, choose Delete. See also Assign a business unit a different parent business  Assign a business unit a different parent business 9/27/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can assign a different parent business to a business unit to accommodate changes in your business requirements. When you reassign a business unit, any child business units are also reassigned with it. 1. Go to Settings > Security. 2. Choose Business Units. 3. Choose to select the business unit you want to change the settings for. 4. On the Actions toolbar, choose More Actions > Change Parent Business. 5. In the Change Parent Business dialog box, in the New parent business text box, type part or all of the name of the parent business you want to assign the business unit to, and then choose the Click to select a value for New parent business icon . 6. Select the record for the parent business you want to assign the business unit to, and then click OK. See also Control Data Access Create or edit a site  Create or edit a site to specify location 9/27/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can create a new site to add an office location or other facility where service operations take place. You can also edit the details, such as the street address or phone number, for an existing site. 1. Go to Settings > Business Management. 2. Choose Sites. 3. To create a new site, on the Actions toolbar, choose New. - OR To edit an existing site, in the list of sites, under Name, double-click or tap the entry for the site you want to edit details for. 4. Under General, in the Name text box, specify or edit the name for the site. You can also enter or update contact information for the site. 5. Under Primary Address, enter or update address details. 6. In the Time Zone box, ensure that the default time zone is appropriate for the site. 7. Choose Save and Close. See also Create or edit business units Add resources to a site  Add resources to a site 9/27/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x After you create a site, you can add resources such as users, equipment, or facilities to it. 1. Go to Settings > Business Management. 2. Choose Sites. 3. In the list of sites, under Name, double-click or tap the site that you want to add resources to. 4. In the Navigation Pane, expand Common if necessary, and then click or tap Resources. 5. On the Actions toolbar, click or tap Add Resources. 6. In the Look Up Records dialog box, in the Search text box, type in a part of the name of the resource you want to add to the site, and then click or tap the Start search icon . 7. In the list of records, under Full Name, click or tap the entry for the resource you want to add to the site, and then click or tap Add. 8. Close the site record. See also Set up a Dynamics 365 organization Change regional and language options for your organization  Enhanced service level agreements 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Service level agreements (SLAs) are a formalized method to help organizations meet service levels when they provide customer service and support. For example, an organization can have an SLA to complete the first customer response within 48 business hours after a case is created. Another example is to escalate an unresolved case after a specified duration, such as five business days. SLAs are used to define these different aspects of service. Dynamics 365 includes two kinds of SLAs, standard and enhanced. Enhanced SLAs include the following features not available in standard SLAs: Case-on-hold support Auto-pause and resume of time calculation Support for success actions Creation of dashboards or reports based on the SLA KPI Instance entity  Case-on-hold support One feature of SLA tracking is the ability to control the case-on-hold status. For example, this functionality lets you pause a case for a time when the case is on hold waiting for a response from the customer. Once the response is received, the case is resumed. System administrators turn on SLAs and select case hold functionality in Settings > Service Management > Service Configuration Settings. Afterwards, CSR Managers can create SLAs using the enhanced SLA type that allows pause and resume functionality. SLAs are created in Settings > Service Management. More information: Define service level agreements (SLAs)  Considerations when you choose a SLA type Because there are two types of SLAs that have different functionality, consider the following features before you choose an SLA type. We recommend that you use only one type of SLA for an organization. After you select an SLA type, either standard or enhanced, you cannot change the SLA type for any record associated with the SLA. Because standard and enhanced SLAs exist as separate entities with separate forms, views, and fields, the following behaviors exist. Case views cannot be sorted by enhanced SLA fields. To display enhanced SLA fields in Case views, you can modify any of the Case views to display the fields from the enhanced SLA (which has the entity name SLA KPI Instance). Although you can sort on the fields that are part of the Case entity, because the enhanced SLA fields are on a related entity, you cannot sort on columns that are associated with the enhanced SLA fields. Queue Item views do not display enhanced SLA fields. Although, Queue Item views display the standard fields SLA (First Response By and Resolve By), because the enhanced SLA (SLA KPI  Instance entity) is not directly related to the Queue Item entity, the columns associated with enhanced SLAs cannot be displayed. TIP To monitor enhanced SLA details, consider creating custom dashboards based on the SLA KPI Instance entity or custom views using the Regarding (Case) relationship.  See also Video: SLA Enhancements in Microsoft Dynamics CRM 2015 Enable languages  Configure Relevance Search to improve search results and performance 8/24/2018 • 16 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Relevance Search delivers fast and comprehensive search results in a single list, sorted by relevance. It uses a dedicated search service external to Dynamics 365 (online) powered by Azure Search to improve your Dynamics 365 (online) search experience. As an administrator or customizer, you'll be able to enable and configure Relevance Search in the Dynamics 365 user interface without writing code. Many of the configuration steps will look familiar to you, as they use the same user interface as the Quick Find configuration. Relevance Search is available in addition to other Dynamics 365 search experience you're already familiar with. You can still use single-entity Quick Find on the entity grid. You can also use multi-entity Quick Find (now called Categorized Search) from the Search Dynamics 365 data search box on the navigation bar. Relevance Search brings the following enhancements and benefits: Improves performance with external indexing and Azure Search technology. Finds matches to any word in the search term in any field in the entity. Matches may include inflectional words, like "stream," "streaming," or "streamed." Returns results from all searchable entities in a single list sorted by relevance, based on factors, such as number of words matched or their proximity to each other in the text. Matches in the result list are highlighted. Includes the ability to search documents found in Notes and Attachments on Emails and Appointments tracked in Dynamics 365.  Compare Dynamics 365 searches There are three kinds of search in Dynamics 365: Relevance Search Full-text Quick Find (single-entity or multi-entity) Quick Find (single-entity or multi-entity) The following table provides a brief comparison of the three available searches. FUNCTIONALITY  RELEVANCE SEARCH  FULL-TEX T QUICK FIND  QUICK FIND  Availability  Available for Dynamics 365 (online) organizations that have installed Dynamics 365 (online), version 9.0. Not available for Dynamics 365 (on-premises) organizations.  Available for Dynamics 365 (on-premises) organizations, starting with Dynamics CRM 2015 Update Rollup 1.  Available for Dynamics 365 (online) organizations and Dynamics 365 (on-premises) organizations.  FUNCTIONALITY  RELEVANCE SEARCH  FULL-TEX T QUICK FIND  QUICK FIND  Enabled by default?  No. An administrator must manually enable it.  No. An administrator must manually enable it.  Yes  Single-entity search scope  Not available in an entity grid. You can filter the search results by an entity on the results page.  Available in an entity grid.  Available in an entity grid.  Multi-entity search scope  There is no maximum limit on the number of entities you can search. Note: While there is no maximum limit on the number of entities you can search, the Record Type filter shows data for only 10 entities.  Searches up to 10 entities, grouped by an entity.  Searches up to 10 entities, grouped by an entity.  Search behavior  Finds matches to any word in the search term in any field in the entity.  Finds matches to all words in the search term in one field in an entity; however, the words can be matched in any order in the field.  Finds matches as in a SQL query with "Like" clauses. You have to use the wildcard characters in the search term to search within a string. All matches must be an exact match to the search term.  Search results  Returns the search results in order of their relevance, in a single list.  For single-entity, returns the search results in an entity grid. For multi-entity, returns the search results grouped by categories, such as accounts, contacts, or leads.  For single-entity, returns the search results in an entity grid. For multi-entity, returns the search results grouped by categories, such as accounts, contacts, or leads.  How Relevance Search works Relevance Search uses the same default scoring concepts as Azure Search. Scoring refers to the computation of a search score for every item returned in search results. The score is an indicator of an item's relevance in the context of the current search operation. The higher the score, the more relevant the item. In search results, items are ranked in order from high to low, based on the search scores calculated for each item. By default, a search score is computed based on statistical properties of the data and the query. Relevance Search finds documents that include the search terms in the query string, favoring the documents that contain many instances of the words in the search term and their close proximity to each other in the document. The search score goes up even higher if the term is rare across the index, but common within the document. The results are then ranked by search score before they're returned. Search score values can be repeated throughout a result set. For example, you might have 10 items with a score of 1.2, 20 items with a score of 1.0, and 20 items with a score of 0.5. When multiple hits have the same search score, the ordering of same-score items isn't defined, and isn't stable. Run the query again and you might see items shift position. Given two items with an identical score, there is no guarantee which one appears first. More information: Add scoring profiles to a search index (Azure Search Service REST API) Searchable fields are analyzed in the Azure Search index to provide a more natural, end-user friendly search experience by breaking words into their root forms, text normalization, and filtering out noise words. All searchable fields in Relevance Search are analyzed with the Microsoft Natural language analyzer, which uses Lemmetization to break words down into their root linguistic forms. For example, "ran" will match to "run" and "running" since "run" is considered the base form of the word. Word stemmers, such as SQL full-text indexes, don't have any linguistic context and only consider matches where the root is the same as the inflectional form.  With stemming, "run" would match to "running" and "runner", but not "ran" since it doesn't consider "ran" to be a word linguistically related to "run". All searchable fields in Relevance Search use an analyzer that most closely matches the organization's base language. For Kazakh, which is the only language supported by Dynamics 365 but not by Azure Search, all fields are analyzed using the default analyzer. For more information about language analysis and a list of the supported languages, see: Language support (Azure Search Service REST API) . Search results You'll see hit highlights when your search term matches a term in your application. These appear as bolded and italicized text in the search results. Notice these search terms are often returned as only a portion of the full value in a field since only the matched terms are highlighted. For example, using the search term L. Wendell returns the record for the contact with first name L. Wendell and last name Overby, as Wendell Overby in the search results.  Relevance Search architecture Relevance Search is hosted on the Azure cloud computing platform and infrastructure that uses Azure Search, which provides the search results. Changes made in Dynamics 365 may take up to 15 minutes to appear in the search service. It may take up to up to an hour or more to complete a full sync for average to large size organizations. The following diagram shows the high level Relevance Search architecture.  Enable Relevance Search IMPORTANT Data in your application begins syncing to the external search index immediately after you enable Relevance Search. We strongly recommend that you configure the entities and entity fields participating in Relevance Search before you enable the search, to prevent sensitive data from being indexed in a service external to Dynamics 365 (online). For more information about configuring Relevance Search, see Select entities for Relevance Search, Configure searchable fields for Relevance Search, and Set managed property for Relevance Search.  Because you'll be sharing your Dynamics 365 data with the external system, Relevance Search is disabled by default. To enable it, you must accept the consent terms. Depending on the size of your organization, it may take up to an hour or more for the data to become available in the external search index after you enable the search. Enabling Relevance Search makes this search option available to all members of your organization. By default, Relevance Search is disabled. To enable Relevance Search, do the following: 1. Go to Settings > Administration. 2. Click System Settings > General tab. 3. In the Set up Search sub-area, select the Enable Relevance Search check box, as shown here.  4. After you enable Relevance Search, the Enable Search consent dialog box opens. Click OK to give your consent.  5. Click OK to close the System Settings dialog.  Select entities for Relevance Search To configure Relevance Search, use the Configure Relevance Search selection on the task bar, as shown here.  There is no limit on how many entities you can include in the Relevance Search results. However, there is a limit on the total number of fields in the external search index. Currently, the maximum is 1000 searchable fields for an organization. When you select an entity to include in the search results, you'll notice a number in parentheses next to the entity name. The number indicates how many fields each entity uses in the external search index. Some fields, such as Primary Name and ID, are shared by multiple entities and don't count toward the total.  Additionally, some field types use more than one field in the external search index as indicated in this table. FIELD TYPE  NUMBER OF FIELDS USED IN THE EX TERNAL SEARCH INDEX  Lookup (customer, owner, or Lookup type attribute)  3  Option Set (state, or status type attribute)  2  All other types of fields  1  The progress bar Total fields indexed shows the percentage of indexed fields to the maximum allowed number of searchable fields. When you have reached the indexed field limit, you'll see a warning message. If you want to add more fields to the index, you'll have to free up space, either by removing some of the fields that are already in the index or removing entire entities from Relevance Search. To select entities for the Relevance Search results, do the following: 1. Go to Settings > Customizations. 2. Click Customize the System. 3. Under Components, expand Entities, and then click Configure Relevance Search. 4. The Select Entities dialog box opens. Click Add to select the entities for the search results. When you're done, click OK.  5. Click Publish All Customizations for your changes to take effect. By default, some out-of-the-box system entities are included in Relevance Search. However, custom entities aren't included. You have to add them to Relevance Search.  Configure searchable fields for Relevance Search The fields you add in the Quick Find view become part of the external search index. There is no limit on how many searchable fields you can add for each entity. However, there is a limit on the total number of indexed fields, as was explained in the previous section. Find Columns on a Quick Find View define the searchable fields in the external search index. Text fields such as Single Line of Text and Multiple Lines of Text, Lookups, and Option Sets are searchable. Find Columns with other data types are ignored. The View Columns on a Quick Find View define the fields that are displayed in the user interface by default, when the matched results are returned. The fields that are highlighted replace the fields that don't have the highlighting. The first four matched fields are displayed in the results. The filter on a Quick Find view is also applied to the Relevance Search results. See the table below for the list of filter clauses not supported by Relevance Search. NOTE There are some fields, called common fields, common to every CRM entity that are defined on the index by default. They are: 1. 2. 3. 4. 5.  ownerid (Name of lookup) owningbusinessunit (Name of lookup) statecode (Label of optionset) statuscode (Label of optionset) name (Primary name field of any entity. This may or may not be the same as the logical name (fullname, subject etc.) of the entity) If a common field is added to any entity for Relevance Search, search will be performed for that common field across all entities. However, once you choose a specific entity through the Record Type facet, Relevance Search will follow the settings you have defined for that specific entity through Quick Find View.  You can use the Quick Find view to define which fields appear as facets when users search by using Relevance Search. All View Columns with data types other than Single Line of Text and Multiple Lines of Text are marked as facetable and filterable in the index. By default, the first four facetable fields in the Quick Find view for the selected entity are displayed as facets when users search by using Relevance Search. At any time, you can only have four fields selected as facets. 1. Go to Settings > Customizations. 2. Click Customize the System. 3. Under Components, expand Entities, and then expand the entity you want. 4. In the navigation tree, click View. Double-click Quick Find View. The following illustration shows the Quick Find view for the Account entity.  5. Click Add Find Columns. In the dialog box, select the fields you want to add to the search index. When done, click OK. In the following illustration, you see the Account entity fields added to the external search index.  6. Repeat the steps for the View Columns. 7. Click Publish All Customizations for your changes to take effect. NOTE The changes you make in Quick Find view also apply to single-entity and multi-entity (Categorized Search) Quick Find configurations. This is why we don't prevent you from including the fields that aren't supported for Relevance Search when you configure Quick Find view. However, unsupported fields aren't synced to the external index and don't appear in the Relevance Search results.  For Relevance Search, fields on a related entity are not supported as Find, View, or Filter fields. The following table contains the Quick Find Filter operators that aren't supported for Relevance Search:  DYNAMICS 365 OPERATOR  Like NotLike BeginsWith DoesNotBeginWith EndWith DoesNotEndWith ChildOf Mask NotMask MaskSelect EqualUserLanguage Under NotUnder UnderOrEqual Above AboveOrEqual NotNull Null  Set managed property for Relevance Search If you want to include an entity in Relevance Search, the Can enable sync to external search index managed property for this entity must be set to True. By default, the property is set to True for some of the out-of-the-box system entities and all custom entities. Some of the system entities can't be enabled for Relevance Search. To set the managed property, do the following: 1. Go to Settings > Customizations. 2. Click Customize the System. 3. Under Components, expand Entities, and then click the entity you want. 4. On the menu bar, click Managed Properties. For Can enable sync to external search index, click True or False to set the property to the desired state. Click Set to exit, as shown here.  5. Click Publish for your changes to take effect. If you want to change the Can enable sync to external search index property to False, you must first deselect the entity from Relevance search. If the entity is included in Relevance Search, you'll see the following message: "This entity is currently syncing to an external search index. You must remove the entity from the external search index before you can set the Can Enable Sync to External Search Index property to False." If Can Enable Sync to External Search Index is set to False, you'll see the following message when you try to include an entity in Relevance Search: "Entity can't be enabled for Relevance Search because of the configuration of its managed properties." For custom entities with particularly sensitive data, you may consider setting the Can enable sync to external search index property to False. Keep in mind, after you install the managed solution on the target system, you won't be able to change the value of the property because it's a managed property.  Privacy notice By enabling Relevance Search, data in participating entities and attributes in your Dynamics 365 (online) instance will begin syncing to and be stored in an Azure Search index. Relevance Search is not enabled by default. The system administrator must enable the functionality within a Dynamics 365 (online) instance. After Relevance Search is enabled, system administrators and customizers have full control over the data that will be synchronized to the Azure Search index. System customizers can use the Configure Relevance Search dialog box in Customization Tools to enable specific entities for search and then configure Quick Find views on enabled entities to select the searchable attributes. Data changes are synchronized continuously between Dynamics 365 (online) and Azure Search through a secure connection. Configuration data is encrypted and the required secrets are stored in Azure Key Vault. Azure components and services that are involved with Relevance Search functionality are detailed in the following sections. Microsoft Azure Trust Center Azure Search Services An Azure Search index is used to provide high-quality search results with quick response times. Azure Search adds powerful and sophisticated next-generation search capabilities to Dynamics 365 (online). This is a dedicated search  service external to Dynamics 365 (online) provided by Azure. All new Azure Search indexes are encrypted at rest. If you opted in before January 24, 2018, you'll need to reindex your data by opting out of Relevance Search, waiting an hour, and opting back in. Azure SQL Database Relevance Search uses the Azure SQL Database to store: Configuration data related to the organization and the corresponding index Metadata relating to the search service and indexes Pointers to system metadata and data when synchronizing changes Authorization data to enable enhanced row - level security Azure Event Hubs The Azure Event Hubs component is used for message exchange between Dynamics 365 (online) and Azure and to maintain work items that are managed by the synchronization process. Each message stores information, such as the organization ID and entity name, used to sync the data. Azure Service Fabric Cluster The processing and indexing of data is handled in micro-services deployed on virtual machines managed through the Service Fabric runtime. The search APIs and the data synchronization process are also hosted on the Service Fabric cluster. Service Fabric was born from years of experience at Microsoft delivering mission-critical cloud services and is now production-proven for over five years. It's the foundational technology on which we run our Azure core infrastructure, powering services including Skype for Business, Intune, Azure Event Hubs, Azure Data Factory, Azure DocumentDB, Azure SQL Database, and Cortana—which can scale to process more than 500 million evaluations per second. Azure Virtual Machine Scale Sets Azure Virtual Machine Scale Sets are elastic and designed to support hyper scale-out workloads. The Azure Service Fabric cluster runs on virtual machine scale sets. The micro-services for processing and indexing data are hosted on the scale sets and managed by the Service Fabric runtime. Azure Key Vault Azure Key Vault is used for secure management of certificates, keys, and other secrets used in the search process. Azure Storage (Blob Storage) Changes to customer data are stored for up to 2 days in Azure Blob Storage. These blobs are encrypted by leveraging the latest feature in the Azure Storage SDK, which provides symmetric and asymmetric encryption support and integration with Azure Key Vault. With the December 2016 update for Dynamics 365 (online), the documents found in Notes and Attachments on email messages and appointments are also synced to the blob storage. Azure Active Directory Service Azure Active Directory is used to authenticate between the Dynamics 365 (online) and Azure services. Azure Load Balancer The Azure Load Balancer is used to distribute incoming traffic among healthy service instances in cloud services or virtual machines defined in a load balancer set. Relevance Search uses it to load balance the end points in a deployment.  Azure Virtual Networks The Virtual Machines on the Service Fabric cluster running in one or more subnets are connected by Azure Virtual Network. The security policies, DNS settings, route tables, and IP addresses are fully controlled within this virtual network. Network Security Groups are leveraged to apply security rules on this virtual network. These rules allow or deny network traffic to the VMs in the virtual network. See also Use Relevance Search for faster comprehensive results  Manage product catalog configuration 9/27/2018 • 5 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Dynamics 365 offers a rich, easy to configure product catalog that will help your company sell products and services with greater efficiency. A sales operations manager will be able to create the product catalog with fewer SKUs, bundle product and service, as an attractive and cost effective offering, and define up-sell and cross-sell of products. In addition, the product catalog configuration data can be migrated across Dynamics 365 systems. For example, after the product catalog configuration is fully tested on the test server, you can move the configuration data to the production environment, without having to recreate it. To migrate, you'll be using the Configuration Migration Tool: Manage configuration data. As an administrator, you will be responsible for configuring and migrating the product catalog configuration data.  Configure product catalog To configure the product catalog: 1. Go to Settings > Administration. 2. Choose System Settings, then choose the Sales tab. In the Sales tab, set the appropriate values for the following settings and save the changes: SETTING  DESCRIPTION  Create products in active state  Select whether product records without a parent product family record are created in an active or draft state. In the current release of Dynamics 365, by default, all the product records (product family, product, and bundle) are created in the draft state. This setting ensures compatibility for your applications working with the previous version of Dynamics 365 where the product records were created in an active state. By default, its set to No in the new Dynamics 365 installations, and set to Yes, for the upgrading systems.  Allow selection of default price list for opportunity via inbuilt rule  Select whether the default price list for an opportunity is automatically selected based on the territory relationship for the price list and the current user who is creating the opportunity. By default, it's set to Yes.  Maximum number of products in a bundle  Specify the maximum number of products that can be added in a bundle.  SETTING  DESCRIPTION  Use system pricing calculation  Select whether to use the Dynamics 365 system pricing engine to calculate prices in opportunities, quotes, orders, and invoices or to use custom pricing. In Dynamics 365 (online), you can choose to use custom pricing logic instead of the system pricing to calculate prices when you add products in opportunities, quotes, orders, and invoices. To use custom pricing, select No for this option. Additionally, you must register a plug-in on the CalculatePrice message, provided in the Dynamics 365 Web services, that contains your custom pricing code. Every time you create or change the product information in an opportunity, quote, order, or invoice, the custom code is invoked instead of the Dynamics 365 system pricing engine to calculate the prices. For more information, see Use custom pricing for products.  Discount calculation method  Select whether you want to calculate discounts at the lineitem level or at the per-unit level in each line item in an opportunity, quote, order, or invoice. By default, it's set to Line item.  Maximum number of properties that are allowed for a product or bundle  Specify the maximum number of properties that can be associated with a product or bundle. Product properties are added to a product family record, and all the child products and bundles under the product family inherit the properties added to the parent product family. The number specified in this setting comes into effect only when you publish a product or a bundle with the associated properties, and not at the time when you add the properties to a draft product family record.  Migrate product catalog configuration data To migrate the product catalog configuration data, use the Configuration Migration Tool. For more information on how to use the tool, see: Manage configuration data. You must select the following entities for migrating the product catalog configuration data: Product Product Association (needed for bundles) Product Relationship (not a mandatory entity, needed only for relationships) Property Property Association Property Option Set Item Notes (needed, if there are any notes for the product) Currency Price List Price List Item  Unit Unit Group Territory (needed if there is a default price list configuration) Connection (needed, if there is a default price list configuration) Competitor (needed, if there are any competitors for product) Sales Literature and Sales Literature Item (needed, if there is any sales literature for product) Discount (not a mandatory entity, needed only for discounts when added to price lists) Discount List (not a mandatory entity, needed only for discounts) NOTE During product catalog configuration data transfer, you may see a schema validation warning, saying that the data transfer may be inconsistent. This is because you didn't include the Entitlement entity and the Entitlement Template entity in the transfer. However, these entities are not required and you can disregard the warning. The product catalog configuration data will be migrated correctly.  Certain conditions and restrictions apply during migration: Only active and retired products can be exported or imported. If importing of a product record fails because of a missing dependency, the related property records are not imported. When importing the product hierarchy, if creation of a record fails because of a missing dependency, the record's child hierarchy will not be imported. If for exporting, you selected the product entity, without selecting other entities required for export, the product records are exported without the associated properties. If for exporting, you select only the property entities (Property, Property Associations and Property Option Sets), without selecting the product entity, no data is exported. For a product record, any new property created in the source system, will also be created in the target system, after the import. For a product record, the source data will override any changes in the property that also exists in the target data, after the import. For a product record, if a property exists in both systems, source and target, when the property is removed from the source system, it is not removed from the target system, after the import. See also Manage configuration data Video: Salesperson Experience with Product Taxonomy in Microsoft Dynamics CRM 2015 Product catalog entities  Rich text experience for appointment activities 8/28/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x When you enable the rich text experience, server-side synchronization and appointment activities support rich text. With the rich text editor, appointment descriptions can contain rich text.  With rich text enabled you get the following benefits: Create and synchronize appointments with rich text content in the description for an improved experience in both web and the Unified Interface. Include content from an HTML web page right into the description field or create your own custom markup using the appointment editor. Appointments tracked from Outlook will also render rich text content in Dynamics 365 (online) for Customer Engagement. Server-side synchronization synchronizes the rich-text HMTL content of appointment descriptions into Dynamics 365 (online) for Customer Engagement. IMPORTANT To enable rich text, your Dynamics 365 for Customer Engagement version must be Dynamics 365 (online), version 9.0, or a later version. After enabling, if you choose to disable the setting, the appointment editor description field will reset to the plain-text field. Previously synchronized appointments' description will still contain rich-text HTML markup. Although the rich text editor can be used with appointment activities, it can't be used with recurring appointments. When an appointment that contains rich text is converted to a recurring appointment, the description field for the activity is converted to a plain-text field containing rich text content.  Enable the rich text editor for appointments To enable the rich text editor on appointments, you need to configure the AppointmentRichEditorExperience organization setting for your Dynamics 365 (online) for Customer Engagement instance by running the  PowerShell sample below. The PowerShell cmdlets require the Dynamics 365 for Customer Engagement Microsoft.Xrm.Data.PowerShell module. The sample below includes the cmdlet to install the module. #Install the module Install-Module Microsoft.Xrm.Data.PowerShell -Scope CurrentUser # Connect to the organization Connect-CrmOnPremDiscovery -InteractiveMode #(or Connect-CrmOnlineDiscovery -InteractiveMode) # Retrieve the organization entity $entities = $organizationEntity = Get-CrmRecords -conn $conn -EntityLogicalName organization -Fields appointmentricheditorexperience -TopCount 1 $organizationEntity = $entities.CrmRecords[0] Write-Host "Appointment RTE existing value: " $organizationEntity.appointmentricheditorexperience # Set the appointmentricheditorexperience field $organizationEntity.appointmentricheditorexperience = $true #(or $false) # Update the record Set-CrmRecord -conn $conn -CrmRecord $organizationEntity $entities = $organizationEntity = Get-CrmRecords -conn $conn -EntityLogicalName organization -Fields appointmentricheditorexperience -TopCount 1 $organizationEntity = $entities.CrmRecords[0] Write-Host "Appointment RTE updated value: " $organizationEntity.appointmentricheditorexperience  See also Create or edit an appointment  Performance tuning and optimization 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Use this information to help you plan and optimize application performance with Dynamics 365.  Verify network capacity and throughput for clients 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x The primary characteristics of a network that affect the performance of Dynamics 365 clients, such as the web application or Dynamics 365 for Outlook, are bandwidth and latency. Bandwidth is the width or capacity of a specific communications channel. Latency is the time required for a signal to travel from one point on a network to another, and is a fixed cost between two points. One of the main causes of poor performance of Dynamics 365 clients is the latency of the network over which the clients connect to the Dynamics 365 organization. Lower latencies (measured in milliseconds) generally provide better levels of performance. Notice that, even if the latency of a network connection is low, bandwidth can become a performance degradation factor if there are many resources sharing the network connection, for example, to download large files or send and receive email. Networks with high bandwidth don't guarantee low latency. For example, a network path traversing a satellite link often has high latency, even though throughput is very high. It's common for a network round trip traversing a satellite link to have five or more seconds of latency. An application designed to send a request, wait for a reply, send another request, wait for another reply, and so on, will wait at least five seconds for each packet exchange, regardless of the speed of the server.  How to check latency Dynamics 365 includes a basic diagnostic tool that analyzes the client-to-organization connectivity and produces a report. To run the Dynamics 365 Diagnostics tool, follow these steps. 1. On the user's computer or device, start a web browser, and sign in to a Dynamics 365 organization. 2. Enter the following URL, https://myorg.crm.dynamics.com/tools/diagnostics/diag.aspx, where myorg.crm.dynamics.com is the URL of your Dynamics 365 (online) organization. 3. Click Run. The report displays a table with test and benchmark information. Of particular importance is the Latency Test row value. This value is an average of twenty individual test runs. Generally, the lower the number, the better the performance of the client. Although users may receive a satisfactory experience by using connections with more latency, for best application performance we recommend that the value be 150 ms (milliseconds) or less.  Best practices for improving application performance Maximize how quickly your forms load. More information: Optimize form performance Make sure you aren't using legacy form rendering, which can make forms take significantly longer to load. More information: System Settings dialog box - General tab See also Performance tuning and optimization  Key preparation and configuration tasks  Key preparation and configuration tasks 8/24/2018 • 8 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x This topic, which is intended for administrators and business users of Dynamics 365, describes common configuration settings and tasks that can help you keep your organization optimized so that you can focus on what's important. It's designed to improve your overall experience with Dynamics 365, even before your business begins to use it.  Common configuration settings for Internet Explorer Dynamics 365 is a web-based application and uses web browsers, such as Internet Explorer, as the user interface to view, add, or edit information that you've stored in the Dynamics 365 database. Make the following common Internet Explorer configuration settings to optimize your Dynamics 365 experience. Increase disk space for temporary Internet files To make sure that Internet files for Dynamics 365 are not being deleted, increase the disk space for temporary Internet files. 1. Open Internet Explorer, and on the Tools menu, click or tap Internet Options. 2. On the General tab, in the Browsing history section, click or tap Settings. 3. Set the Disk space to use field to 350. 4. Click or tap OK, and then click or tap OK again. Retain browsing history To optimize your Dynamics 365 experience, we recommend that you do not select the option to delete the browsing history when you exit from your browser. If you select this option, it deletes everything marked in your Browsing history settings, such as temporary Internet files, cookies, and history (by default, the check boxes for these options are selected). Deleting your temporary Internet files causes Internet Explorer to cache the files again, and deleting cookies signs you out of Dynamics 365. 1. Open Internet Explorer, and on the Tools menu, click or tap Internet Options. 2. Click or tap the General tab, and in the Browsing history section, make sure that the Delete browsing history on exit check box is cleared. Dynamics 365 occasionally uses pop-up windows. Your browser may be blocking these windows because of the pop-up blocker settings. You must configure the pop-up blocker settings to allow pop-up windows for the Dynamics 365 websites. Dynamics 365 occasionally uses pop-up windows. Your browser may be blocking these windows because of the pop-up blocker settings. You must configure the pop-up blocker settings to allow pop-up windows for the Dynamics 365 websites. If you experience slower performance in Internet Explorer If your Dynamics 365 performance is slower in Internet Explorer than in other browsers, set JavaScript Timer Frequency to Maximum Performance.  1. Go to Control Panel > System and Security > Power Options. 2. For your active power plan, click Change plan settings > Change advanced power settings. 3. Expand Internet Explorer > JavaScript Timer Frequency, for On battery and Plugged in, choose Maximum Performance.  Increase data storage limits for websites Every time you visit a website, Internet Explorer stores the website data as cache, and uses it when you open the website again. This increases your browsing speed. Internet Explorer can store up to a maximum of 10 MB cache data. If your users visit a particular website often, it will store a lot of content on their system, and it may reach the maximum limit of data storage. To avoid this, you may want to increase the data storage limit for your browser. Here are two ways you can increase the data storage limit for Internet Explorer. Increase data storage limit by using group policy 1. On your keyboard, press the Windows key + R. 2. In the Run dialog box, type  gpedit.msc  , and click OK.  Local Group Policy Editor opens. 3. Navigate to Computer Configuration > Administrative Templates > Windows Components > Internet Explorer > Internet Control Panel > General Page > Browsing History. 4. In the right pane, double-click the setting Set default storage limits for websites. 5. In the Set default storage limits for websites dialog box, click Enabled, and then in the Options section, in the Set default storage limit for websites field, add the required limit. 6. Click Apply, and then click OK. 7. Close Local Group Policy Editor, and restart the computer. Increase data storage limit by using Registry Editor 1. On your keyboard, press the Windows key + R. 2. In the Run dialog box, type Registry Editor opens.  regedit  , and click OK.  3. Navigate to the key: HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft. 4. Create a subkey Internet Explorer inside Microsoft. a. Right-click Microsoft, and then click New > Key. b. Type Internet Explorer as the name of the subkey. 5. Similarly, create a subkey BrowserStorage in the newly created subkey Internet Explorer. 6. Click the BrowserStorage subkey, and in the right pane, right-click, and then click New > DWORD Value. 7. Type  DeafultDomainCacheLimitInMB  as the name.  8. Double-click the DWORD item you just created. 9. In the Edit DWORD Value dialog box, select Decimal as Base, and then enter the required storage limit in MB, and click OK. 10. Close Registry Editor, and restart the computer.  Network connections settings Network connections are established based on the order that the device is listed in the Adapters and Bindings tab of the Network Connections window. For example, if you have enabled a Local Area Network (LAN ) and a wireless connection, the order of how a device is connected to the Internet is based on its order in the Adapter and Bindings list. If the LAN connection is higher in the list, most network connections will be established by using the LAN adapter instead of the wireless adapter. To make sure that your network connections are optimized, organize the connections according to your network administrator's recommendation. To change the network connection order 1. Right-click Start and then click or tap Run. 2. Type:  control netconnections  and then click or tap OK.  3. Click or tap Organize > Layout > and verify Menu bar is checked. 4. Click or tap Advanced > Advanced Settings. 5. Click or tap the Adapters and Bindings tab, and then, under Connections, click or tap the connection that you want to move in the list, click or tap the up or down arrow button, and then click or tap OK.  Antivirus or malware application settings Depending on your antivirus or malware application settings, virus scanning can block certain files, making them inaccessible to other applications and causing an adverse effect on Dynamics 365 performance. Each environment requires a thoughtful decision on what to include and exclude, and there is always a possibility that excluding files from scans could lead to unwanted consequences. Use the following list alongside your wellplanned internal IT management policies: Check for any interference from desktop security software. Some antivirus programs include a feature known as ScriptScan that can affect the performance of Dynamics 365. Most programs have functionality to disable scanning on certain websites. Make sure that the Dynamics 365 URL is added to this list. For McAfee specifically, see the following KB articles for this setting: McAfee Knowledge Base Article: KB65382 Microsoft Support Knowledge Base Article: KB924341  If you use other antivirus software, make sure that the URL of the Dynamics 365 website is included in the trusted zone for the virus scanning, and disable on-access scanning for the Dynamics 365 website. For more information, see the specific antivirus application documentation.  Important email messages from Microsoft Dynamics 365 Microsoft occasionally sends out email messages to Dynamics 365 users or administrators. These messages provide information about how to use Dynamics 365 and also contain important billing or upgrade details. Make sure that the following email addresses are added to the allowed list for your email application: crmonl@microsoft.com. This email alias sends information about updates to the service. billing@microsoft.com. This email alias sends information about Dynamics 365 billing. msonlineservicesteam@microsoftonline.com. This email alias sends informational email messages when you sign up for Dynamics 365.  Available resources for Microsoft Dynamics 365 users We want you and your organization to take full advantage of the extensive content and materials available that can help your business be more successful while you are using Dynamics 365. For a list of available resources, including training materials and information about how to support your online organization, see the Help and additional resources.  Technical support for Microsoft Dynamics 365 If you cannot find the answers you need in the resources discussed earlier, you can submit a technical support request to Microsoft Customer Support Services. Technical support incidents provide reactive support that focuses on a specific problem, error message, or functionality that is not working as intended. For assistance information, see Support. Maximize your technical support experience When you request help for technical issues or questions, it is important that you have as much information available as possible. Here are common questions that you may be asked when you request technical support: What part of the application are you having issues with? For example, installation issues with Dynamics 365 for Outlook. What is the exact error or problem that you are experiencing? Provide detailed information, including the exact error message that you are seeing. Include a screen capture if you can. What were you doing in Dynamics 365 when the error occurred? Provide the exact steps that you are performing to reproduce the error. This lets the Support team better analyze why you may be experiencing it. What are the details of the environment you are experiencing the issue on? Provide the version of the operating system, browser, and if applicable, the version of Microsoft Office on the computers where the issue is occurring. Does the issue affect all users or a certain type of Dynamics 365 security role or only certain users? When possible, provide log files (if you know how to find them). This applies to applications such as Dynamics 365 for Outlook or Microsoft Dynamics CRM Email Router. The following table lists the location  of the log or trace files for these applications.  Logs or Traces  Log File Location  Dynamics 365 for Outlook logs  %Userprofile%\Local Settings\Application Data\Microsoft\MSCRM\Logs  Dynamics 365 for Outlook Trace files  %Userprofile%\Local Settings\Application Data\Microsoft\MSCRM\Traces  Dynamics 365 E-mail Router logs  %Userprofile%\AppData\Roaming\Microsoft\MSCRM\Logs  See also Set up a Dynamics 365 organization  Analyze and improve data query performance 8/24/2018 • 3 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can analyze and optimize query performance using the Data Performance view, which provides an aggregated list of entities with long-running queries. A long running query is defined as a query that takes three seconds or longer to complete. Typical examples of a component that can have a long running query is a plug-in with custom FetchXML or a sub-grid or view. When you optimize an entity that has long-running queries, it could significantly reduce the amount of time the query takes to load. Behind the scenes, optimizations add one or more SQL Server indexes.  Impact of adding or removing optimizations Optimizations may significantly improve the performance of slow running queries. However, optimizations require storage space. Before you add an optimization carefully consider the entity to be optimized and keep the following best practices in mind. Applying an optimization does not guarantee query performance improvement. Additionally, some optimizations can improve read performance, but cause a degradation in update performance. Only optimize for entities that are frequently used. For example, a commonly used custom view for a sales department. Review the impact of adding an optimization and remove optimizations that are not useful. As part of your decision to keep an optimization, you should determine if the performance tradeoff is acceptable. Depending on the number of tables related to the entity, some entities cannot have more than twenty optimizations. NOTE The Data Performance feature is available with Dynamics CRM Online 2016 Update 1 and Dynamics 365 (online).  Use the All Data Performance Logs view to apply or remove an optimization 1. Go to Settings > Administration > Data Performance. 2. In the All Data Performance Logs view, if one or more long running entity queries are detected, log items are displayed in the view. If several items appear in the view, you can sort by the Count or Optimization Impact columns to easily identify the most used queries that do not already have an optimization. Notice that out-of-box and custom entity queries that complete within three seconds aren't displayed in the view.  The columns displayed in the view provide information that can help you determine whether to add an optimization or not. Count. Indicates the number of times a query has been executed, which indicates the popularity of the query. Optimization Status. Indicates whether an optimization has been created for the entity. Optimization Available indicates that the entity does not have an optimization applied or that a new optimization is available for an entity that already has at least one optimization. Optimization Impact. All potential optimizations begin with an optimization impact value of 0. Potential optimizations have no impact measurement yet because the optimization hasn't been applied. Over time, after an optimization is applied by clicking OPTIMIZE, an integer value is displayed that represents query performance impact. For example, after one week since the optimization was applied, the value that appears can help indicate whether an optimization has improved or degraded query performance for the given entity. A negative value suggests an improvement in query performance, whereas a positive number suggests a degradation in query performance. So, an optimization applied one week ago that has a value of -10% suggests a 10 percent improvement in query performance. 3. Select the entity that you want to create an optimization for, and then click OPTIMIZE. To remove an applied optimization, click REMOVE OPTIMIZATION. Optimizations take effect immediately after they are applied. However, for entities that have large tables, it can take two or more hours before the optimization fully takes effect. Optimizations are processed as an asynchronous process and can be viewed in the Settings > System Jobs area of Dynamics 365. Notice that an optimization may not be completely applied even after the system job is completed because the actual index must be built in the back-end storage engine. See also Performance tuning and optimization  Manage your data 10/29/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Managing data in Dynamics 365 includes importing data into Dynamics 365, cleaning up duplicate records, deleting data in bulk, and securing sensitive data through data encryption.  Add or remove sample data 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Sample data gives you something to experiment with as you learn Dynamics 365, and helps you see how data is organized in the system. At some point, you'll probably want to remove the sample data. Or, if sample data isn't installed on your system, you may want to add it for training purposes. Later, when you're ready, you can remove it. IMPORTANT Use sample data to learn and play around with system features. However, to avoid unwanted results, don't associate it with any data you actually need.  1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics 365. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Data Management. 3. Click Sample Data. You'll see a message that tells you whether the sample data is currently installed. 4. Do one of the following: Click Remove Sample Data, and then click Close. -OR Click Install Sample Data, and then click Close. See also Work with accounts and contacts Create or edit an opportunity  Import data (all record types) from multiple sources 9/27/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Importing data is often the first important task that you need to perform after you have installed Dynamics 365 Customer Engagement. You can import data from various Dynamics 365 systems and data sources into standard and customized fields of most business and custom entities in Dynamics 365. You can include related data, such as notes and attachments. To assure data integrity, you can enable duplicate detection that prevents importing duplicate records. More information: Detect duplicate data. For more complex data import scenarios, you can write code using the data import web service. More information: Import data using web services. Preliminary steps before you import the data into Dynamics 365 Customer Engagement include: 1. Preparing source data files in one of the following formats: comma-separated values (.csv), XML Spreadsheet 2003 (.xml), Compressed (.zip) or text files. You can import data from one source file or several source files. A source file can contain data for one entity type or multiple entity types. 2. Preparing data maps for mapping data contained in the source file to the Dynamics 365 record fields. You must map every column in the source file to an appropriate field. Unmapped data isn't imported. More information: Select a data map There are several ways to import data into Dynamics 365: 1. To import large volumes of data, we recommend a programmatic way, as most efficient. When you import data programmatically, you gain additional capabilities that are not available when you use other methods of importing data. These advanced capabilities include viewing stored source data, accessing error logs and creating data maps that include complex transformation mapping, such as concatenation, split, and replace. 2. For smaller import jobs, you can use the Import Data Wizard tool included in the Dynamics 365 web application. For information about the Import Data Wizard or how to import specific record types, see Import accounts, leads, or other data. NOTE For the Import Data Wizard, the maximum file size for .zip files is 32 MB; for the other file formats, it's 8 MB. With the Import Data Wizard, you can specify the "Map Automatically" option. The wizard automatically maps all the files and the column headings with Dynamics 365 record types and fields if: The file names exactly match the display name of the record type. The column headings of the file you are importing exactly match the display names of the fields in the record.  3. To add data for an individual record, the quickest way is to use Quick Create from the nav bar or New from the entity form. See also Detect duplicate data  Download a template for data import 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Whether your data is stored in spreadsheets, databases, or other systems, you'll want to import the data into Dynamics 365 so you can keep track of all your customer information in one place. You use templates for importing many types of records, such as accounts, leads or cases. There is a complete list in the Templates for Data Import wizard. 1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics 365. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Data Management. 3. Choose Templates for Data Import. 4. In the Templates for Data Import dialog box, choose the record type that you want to download the template for, and then select Download. 5. In the file download box, click Save or Save as and navigate to a location for the file. 6. Choose Close. See also Import accounts, leads, or other data Import contacts  Detect duplicate data so you can fix or remove it 9/27/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x To determine whether a record is a potential duplicate, Dynamics 365 uses duplicate detection rules. When publishing a duplicate detection rule, a matchcode is created for each existing record. A matchcode is also created when a record is created or updated. When a record is in the process of being created or updated, its matchcode can be checked automatically against the matchcodes of existing records. By default, Dynamics 365 has simple duplicate detection rules for accounts, contacts, and leads. For example, you detect duplicates by matching the record fields, such as email address, first name, and last name. Duplicate detection works by comparing generated match codes of existing records with each new record being created. These match codes are created as each new record is created. Therefore, there is potential for one or more duplicate records to be created if they are processed at the exact same moment. In addition to detecting duplicates as they are created, you should schedule duplicate detection jobs to check for other potential duplicate records. NOTE Duplicate detection works with Dynamics 365 for tablets, but isn't available for Dynamics 365 for phones.  IMPORTANT You have to be a system administrator or a system customizer to create, enable, and publish duplicate detection rules for your organization. After publishing a duplicate detection rule, increasing the length of fields that are included in the duplicate detection criteria goes undetected. The field length could exceed the matchcode length limit and not be verified. This may result in duplicates not being detected. You can create multiple detection rules for the same entity type. However, you can publish a maximum of five duplicate detection rules per entity type at one time.  You can detect duplicates: When you create or update records for entities that enabled for duplicate detection. This includes records created with Dynamics 365 for Outlook and tracked in Dynamics 365 web application. The duplicate detection dialog is only displayed for the records created or updated in the Dynamics 365 user interface (UI). For example, for records created by a workflow, the duplicate detection dialog is not displayed. NOTE Dynamics 365 has the ability to detect duplicates for the updated UI entities when you create or update records using entity forms or grid views in the Dynamics 365 web application.  When Dynamics 365 for Outlook goes from offline to online. During data import. You can specify whether or not to check for duplicates during the import.  NOTE Duplicates can't be detected when a user merges two records, converts a lead, or saves an activity as completed. Duplicates also aren't detected when a user changes the status of a record, such as activating or reactivating it.  To check for duplicates in the web application, you can use Detect Duplicates capability provided in More Commands ( ) on the nav bar in the grid. The duplicate records are also detected when you import data programmatically or through Import Data Wizard. In addition, you can check for duplicates by running scheduled duplicate detection jobs. For step-by-step instructions on how to set up the duplicate detection job, see Run system jobs to detect duplicates. A duplicate detection job runs in the background while you do other things in Dynamics 365. You can request email notification from Dynamics 365 upon the completion of a duplicate detection job. See also Import data (all record types) Check for duplicates Set up duplicate detection rules Run system jobs to detect duplicates Delete bulk records  Set up duplicate detection rules to keep your data clean 8/24/2018 • 3 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x To maintain the integrity of your data, it's a good idea to have rules in place to reduce duplicate records in the system. Dynamics 365 includes default duplicate detection rules for accounts, contacts, and leads, but not for other types of records. If you want the system to detect duplicates for other record types, you'll need to create a new rule. After you've created duplicate detection rules, you need to turn duplicate detection on. 1. Make sure that you have the System Administrator, System Customizer, Sales Manager, Vice President of Sales, Vice President of Marketing, or CEO -Business Manager security role or equivalent permissions. Check your security role a. Follow the steps in View your user profile. b. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Data Management. 3. Choose Duplicate Detection Rules. 4. To create a new duplicate detection rule, choose New. Type a name and description. –OR – To edit an unpublished existing duplicate detection rule, choose the duplicate detection rule. –OR – To edit a published duplicate detection rule, select the rule. On the Actions menu, choose Unpublish, and then choose the rule. 5. Select the criteria to be used to identify a record as a duplicate. a. If you are creating a new rule: In the Duplicate Detection Rule Criteria section, in the Base Record Type list, choose the type of record that this rule applies to. For example, select Contacts. In the Matching Record Type box, choose the type of record to compare. In most cases, you'll probably want to use the same record type for Base Record Type and Matching Record Type. It's also useful to be able to compare different record types. For example, you might want to compare the Email field in Contacts to the Email field in Leads. b. If you want the rule to consider only active records while detecting duplicates, select the Exclude inactive matching records check box. You should also select this check box if your duplicate detection rule criteria are based on a status field. c. If you want the rule to be case-sensitive, select the Case-sensitive check box.  d. If you selected different record types for the base and matching record types, for each new criterion, in the Base Record Field column, choose Select, and then choose a field name. In the same row, in the Matching Record Field column, choose Select, and then choose a field name. - OR If you selected the same record types for the base and matching record types, for each new criterion, in the Field column, choose Select, and then choose a field. e. In the same row, in the Criteria column, choose Select, and then choose an operator. For example, select Exact Match. f. If you specified Same First Characters or Same Last Characters, in the No. of Characters column, choose Enter Value, and then enter the number of characters to compare. g. If you don't want the rule to consider blank fields (null values) as equal while identifying duplicates, select the Ignore Blank Values check box. IMPORTANT If the duplicate detection rule contains only one condition, blank values are ignored during duplicate detection job.  The number of criteria that you can select is limited by the number of characters that can be stored in the matchcode for the record. As you add criteria, watch the Current matchcode length value shown at the bottom of the criteria list.  6. When you're finished adding criteria, choose Save and Close. 7. To make the new or changed duplicate detection rule usable, select the rule, and then choose Publish. When you publish a duplicate detection rule, a matchcode is created for every record in the matching record type for that rule. You can publish only five rules for the same base record type (Account, for example) at a time. You might need to delete or unpublish an existing rule if you bump up against this limit.  NOTE We recommend that you set the duplicate detection criteria on a field that has unique values, for example, Email. You can have more than one duplicate detection rule for each record type.  See also Turn duplicate detection rules on or off for the whole organization Run bulk system jobs to detect duplicate records Merge duplicate records for accounts, contacts, or leads Developer's Guide: Duplicate Rule entities  Turn duplicate detection rules on or off for the whole organization 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x To maintain the integrity of your data, it's a good idea to set up duplicate detection rules to reduce duplicate records in the system. Remember that after you create duplicate detection rules, you need to turn them on. 1. Make sure that you have the System Administrator, System Customizer, Sales Manager, Vice President of Sales, Vice President of Marketing, or CEO -Business Manager security role or equivalent permissions. Check your security role a. Follow the steps in View your user profile. b. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Data Management. 3. Choose Duplicate Detection Settings. 4. Select or clear the Enable duplicate detection check box. NOTE If your system contains a large number of records, checking for duplicates can impact performance.  5. If you're turning duplicate detection on, select or clear the check boxes to set when duplicates are detected: When a record is created or updated The system checks for duplicates when a user enters or updates records. IMPORTANT Duplicates aren't detected when a user merges two records, activates or deactivates a record, or saves a completed activity.  When Dynamics 365 for Outlook goes from offline to online For users of Dynamics 365 for Outlook, the system detects duplicates when the user synchronizes their data after working offline, as long as users have enabled duplicate detection in Outlook. To enable duplicate detection in Outlook, choose File > Dynamics 365 > Options. Choose the Local Data tab, and then select the Enable duplicate detection during offline to online synchronization check box. During data import When you use the Import Data wizard to bring in contacts, leads, accounts, or other types of data, the wizard detects any duplicate records as long as you enable duplicate detection in the wizard. More information: Import accounts, leads, or other data  6. Choose OK. See also Set up duplicate detection rules to keep your data clean Frequently asked questions about synchronizing records between Microsoft Dynamics 365 and Microsoft Outlook Run bulk system jobs to detect duplicate records  Run bulk system jobs to detect duplicate records 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x To maintain the integrity of system data, you should check for duplicates regularly to make sure that users don't inadvertently create duplicate contacts, accounts, leads, or other types of records. The Check for Duplicates wizard helps you set up a bulk "job" that finds and cleans up duplicate records. You can schedule the job to run daily, and you can receive an email confirmation when the job finishes. NOTE If you haven't already done so, create and publish duplicate detection rules, and turn duplicate detection on before you run the wizard. More information: Set up duplicate detection rules to keep your data clean  1. Go to Settings > Data Management. 2. Click Duplicate Detection Jobs. 3. Click New, or select the name of the duplicate detection job you want to run. You'll see the Duplicate Detection wizard, which helps you create a job to check for duplicates. 4. Click Next. 5. In the Look for drop-down list, select the record type that you want to check for duplicates. NOTE What you see in this list depends on which duplicate detection rules are published. More information: Set up duplicate detection rules to keep your data clean  6. In the Use Saved View drop-down list, select a view if you want to limit the records searched to records in that view. For example, select Active Accounts. When you select a view, Dynamics 365 adds the criteria to search on. 7. To further limit the records searched, click Select and then enter the criteria you want.  8. Click Next. 9. Accept the default name for the job, or type a different name. 10. Enter the start time for the job, and enter how often to run the job in days. (To run the job daily, type  1  .)  11. If you want to receive an email confirmation when the job is completed, select the Email options check box. Enter an additional email address, if desired. 12. Click Next, and then click Submit. See also Set up duplicate detection rules to keep your data clean Turn duplicate detection rules on or off for the whole organization View and take action on bulk deletion jobs Detect duplicate data  Remove a large amount of specific, targeted data with bulk deletion 9/27/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x The bulk deletion feature helps you to maintain data quality and manage the consumption of system storage in Dynamics 365 by deleting data that you no longer need. For example, you can delete the following data in bulk: Stale data. Data that is irrelevant to the business. Unneeded test or sample data. Data that is incorrectly imported from other systems. With bulk deletion you can perform the following operations: Delete data across multiple entities. Delete records for a specified entity. Receive email notifications when a bulk deletion finishes. Delete data periodically. Schedule the start time of a recurring bulk delete. Retrieve the information about the failures that occurred during a bulk deletion.  Delete bulk data 1. Go to Settings > Data Management. 2. Choose Bulk Record Deletion. 3. Choose New to run the Bulk Deletion Wizard to create a bulk deletion job with the records you want to delete. For information about how to implement bulk delete in code, see Delete data in bulk. See also Manage your data Data Encryption  View and take action on bulk deletion jobs 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can view the status of, pause, postpone, and resume a system job that you created using Bulk Record Deletion. 1. Go to Settings > Data Management. 2. Choose Bulk Record Deletion. 3. In the Bulk Record Deletion window, you can perform the actions described in the following table. TO  DO THIS  View status  Look in the Status Reason column.  View detailed status, including success and failure information  Select the bulk-deletion job.  View queries submitted for deletion  Select the bulk-deletion job, and then under Information, choose Properties.  Review the errors  Select the bulk-deletion job, and then under Related, choose Failures.  Pause a bulk-deletion job  1. Select the bulk-deletion job, and then on the Actions menu, choose Pause. 2. When the confirmation message appears, choose OK. Note: Bulk deletion jobs of fewer than 1,000 records cannot be paused.  Postpone a bulk-deletion job  1. Select the bulk-deletion job, and then on the Actions menu, choose Postpone. 2. When the confirmation message appears, choose OK.  Resume a bulk-deletion job  1. Select the bulk-deletion job, and then on the Actions menu, choose Resume. 2. When the confirmation message appears, choose OK.  Cancel a bulk-deletion job  1. Select the bulk-deletion job, and then on the Actions menu, choose Cancel. 2. When the confirmation message appears, choose OK.  TO  DO THIS  Modify recurrence of a bulk-delete job  1. Select the bulk-deletion job, and then on the Actions menu, choose Modify Recurrence. 2. If you select the Run this job after every check box, specify the interval after which you want the bulk-deletion job to run, and then choose OK. If you select the Run this job after every check box when you create a bulk-deletion job, the job becomes recurring and is moved to the Recurring Bulk Deletion System Jobs view. You can only change the recurrence for these recurring bulk-deletion jobs.  See also Manage your data (for admins) Delete bulk records  Monitor and manage system jobs 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Several Dynamics 365 features use system jobs to perform tasks automatically, including workflows, import, and duplicate detection, running independently or in the background. You can monitor them to ensure that they run smoothly or have completed successfully. Go to Settings > System Jobs to see a grid view of system jobs.  Monitoring system jobs If there is a problem with a system job, you can cancel, postpone, pause, or resume it. Select a job and then select the Actions menu. Canceling system jobs You cannot resume a canceled system job. Postponing completion of system jobs Postponing an active system job stops any current and subsequent actions. You can specify a later time when you want the system job to restart. Pausing system jobs You can resume a paused system job. Resuming paused system jobs Resuming restarts a system job that was paused. TIP 1. If a system job fails, you can view the details about what steps failed and what the problems may have been. First, open the system job record. To display details about system job failures, move your pointer over the warning symbols. 2. To view system job failures in a format that you can print or copy and paste, click the Print button.  NOTE You cannot make changes to the status of a system job that has been completed or canceled.  Audit data and user activity for security and compliance 8/24/2018 • 4 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x The Dynamics 365 auditing feature logs changes that are made to customer records and user access so you can review the activity later. The auditing feature is designed to meet the auditing, compliance, security, and governance policies of many regulated enterprises. The audit logs help the Dynamics 365 Administrator answer questions such as: Which user was accessing the system and when? Who updated this field value on this record and when? What was the previous field value before it was updated? What actions has this user taken recently? Who deleted this record? What locale was used to make the update? The following operations can be audited: Create, update, deactivate, and delete operations on records. Changes to the sharing privileges of a record. The N:N association or disassociation of records. Changes to security roles. Audit changes at the entity, attribute, and organization level. For example, enabling audit on an entity. Deletion of audit logs. For changes made to entity fields that can be localized, such as the Product entity name or description fields, the locale ID (LCID ) appears in the audit record. System administrators and customizers can start or stop auditing for an organization. IMPORTANT For Dynamics 365 (on-premises), you may notice that auditing can significantly increase the size of the organization database over time. You can delete audit logs by going to Settings > Auditing > Audit Log Management. Additionally, you may want to stop auditing for maintenance purposes. Stopping auditing stops tracking for the organization during the period until auditing is started again. When you start auditing again, the same auditing selection is maintained that was previously used.  Start or stop auditing for an organization This task requires the system administrator or customizer security role or equivalent permissions.  1. Go to Settings > Administration. 2. Choose System Settings. 3. On the Auditing tab, select the Start Auditing check box to start auditing. Clear the Start Auditing check box to stop all auditing. 4. Select the entities you want to track. To start or stop auditing on specific entities, select or clear the following check boxes: Audit user access. Tracks when a user accesses Dynamics 365 including the user name and time. Common Entities. Tracks common entities like Account, Contact, Goal, Product, and User. Sales Entities. Tracks sales-related entities lilke Competitor, Opportunity, Invoice, Order, and Quote. Marketing Entities. Tracks Campaign entity activity. Customer Service Entities. Tracks Case, Contract, Queue, and Service entity activity. 5. Click OK.  View audit logging details System administrators can see activity for the entities that are enabled for audit logging. 1. Go to Settings > Auditing. 2. Choose Audit Summary View. 3. In the Audit Summary View, you can do the following: Click Enable/Disable Filters to turn on filtering. Then, you can filter on a specific event, such as Delete actions. Choose an Event to view specific details about the activity, such as field changes that were made during an update to a record and who performed the update. Click the Refresh button  to view the most recent activity.  Enable or disable entities and fields for auditing System administrators or customizers can change the default audit settings for entities and for specific fields for an entity. To enable or disable auditing for an entity 1. Go to Settings > System. 2. Click Auditing. 3. In the Audit area, choose Entity and Field Audit Settings. 4. Under Components, expand Entities. 5. Open the entity for which you want to enable or disable auditing. 6. To start auditing, on the General tab, in the Data Services section, select the Auditing check box to enable auditing, or clear the Auditing check box to disable it. By default, when you start or stop auditing for an entity, you also start or stop auditing for all the fields of this entity.  7. Click Save. 8. Publish the customization. To publish for a single entity, choose the entity, such as Account, and then click Publish on the toolbar. To enable or disable auditing for specific fields on an entity 9. Under the entity for which you want to enable or disable auditing with specific fields, click Fields. 10. To enable or disable a single field, open the field and in the Auditing section, select Enable or Disable. To enable or disable more than one field, select the fields you want, and then on the toolbar click Edit. In the Edit Multiple Fields dialog box, in the Auditing area, click Enabled or Disabled. 11. Click Save. 12. Publish the customization. To publish for a single entity, choose the entity, such as Account, and then click Publish on the Actions toolbar. See also Manage security, users and teams Getting started with customization  Enhance security by encrypting your data 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Dynamics 365 uses standard SQL Server cell level encryption for a set of default entity attributes that contain sensitive information, such as user names and email passwords. This feature can help organizations meet FIPS 140-2 compliance. For Dynamics 365 (online), all new and upgraded organizations use data encryption by default. Data encryption can't be turned off. Dynamics 365 users who have the system administrator security role can change the encryption key at any time.  Change an organization encryption key 1. Go to Settings > Data Management. 2. Click Data Encryption. 3. In the Change Encryption Key box type the new encryption key and then select Change. 4. Select OK in the confirmation message and then click Close to exit the Data Encryption page. 5. We recommend that you copy the key to a safe place. Copy your organization data encryption key  Copy your organization data encryption key We strongly recommend that you make a copy of your data encryption key. 1. Sign in to Dynamics 365 as a user with the system administrator security role. 2. Go to Settings > Data Management. 3. Click Data Encryption. 4. In the Data Encryption dialog box, select Show Encryption Key, in the Current encryption key box select the encryption key, and copy it to the clipboard. 5. Paste the encryption key in to a text editor, such as Notepad. WARNING By default, Dynamics 365 generates a passphrase that is a random collection of Unicode characters. Therefore, you must save the system-generated passphrase by using an application and file that supports Unicode characters. Some text editors, such as Notepad use ANSI coding by default. Before you save the passphrase using Notepad, select Save As, and then in the Encoding list, select Unicode.  6. As a best practice, save the text file that contains the encryption key on a computer in a secure location on an encrypted hard drive. See also SQL Server Encryption  FIPS 140 Evaluation Manage Your Data Manage configuration data  Remove user personal data 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x After a user is deleted by the global admin from the Office 365 Admin center, the user's personal data can be removed from all tenant instances. A user is deleted from the Office 365 Admin center when: 1. The user leaves the company. In this scenario, the user record remains in the tenant's Active Directory for 30 days before the record is deleted. -Or2. The user requests their personal data be deleted. The user record is deleted immediately. Once the user record is deleted from Active Directory, Dynamics 365 system admins can remove the user's personal data from all instances.  Remove user personal data via User form When the user record is deleted from Active Directory, the following message is displayed on the User form: "This user's information is no longer managed by Office 365. You can update this record to comply with the GDPR by removing or replacing all personal data." To remove personal data: 1. 2. 3. 4.  Click Settings > Security > Users. Select Disabled Users view. Select a user. Remove personal data, and then click Save.  Remove user personal data via Excel Import/Export 1. 2. 3. 4. 5. 6. 7. 8. 9.  Click Settings > Security > Users. Select Disabled Users view. Create an Excel template with all the user personal data columns that you want to update. Click on Download File. Open the downloaded Excel file, make your updates, and then save the file. Return to the Disabled Users view window and click Import Data. Choose your updated Excel in the Upload data file dialog box. Make all the necessary changes on the Map Fields window. Click Next and Submit.  Remove user personal data using Web services You can also update the data for a disabled user using the Web API or Organization service. The user information is stored in the SystemUser entity, and you can update data in any of the writeable attributes in the SystemUser entity. For examples about updating data in a record, see: Update and delete entities using the Web API  Use the Entity class for create, update and delete See also Analyze and share your data with Excel templates  Manage storage 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can manage your organization's data storage capacity in connection with your subscription to Dynamics 365 (online). The type of subscription you purchase determines the amount of storage initially allocated to your organization. If you run out of storage, you can add more. You can also gain storage by deleting certain types of unnecessary data in Dynamics 365 (online). For information on deleting data, see: Free storage space in Dynamics 365. For information on storage amounts included with the various Dynamics 365 (online) plans, see: Dynamics 365 pricing.  Monitor the amount of storage your organization is using Monitor your Dynamics 365 (online) storage to make sure you've got lots of capacity for growth. If your total storage used is 80% or more of capacity, Dynamics 365 admins will receive email notifications and alerts will appear on the Service Health page. 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. 2. Click Admin centers > Dynamics 365. 3. Choose the Service Health tab.  Add storage to Dynamics 365 (online) As a global or billing administrator, you can purchase additional storage for your company on Office 365 Admin Center by following the steps below. Learn how to find your global or billing administrator. If you purchase through volume licensing or a cloud solutions provider, please contact your partner directly. 1. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials. 2. Click Billing > Purchase Services. 3. Scroll down to the Add-on subscriptions section and mouse over the Dynamics 365 - Additional  Database Storage tile.  4. Click Buy now, and then proceed through the order process. If you paid for the subscription by credit card, any additional storage space that you order will be available immediately after you receive an order confirmation. If you're invoiced for subscription payments, you may be asked to complete a credit check. In this case, the additional storage will not be available until the credit check is passed.  What happens if you exceed your storage limit? Dynamics 365 System administrators will receive frequent email notifications which will cease once additional storage is added or storage is reduced to below the limit. See also Manage Microsoft Dynamics 365 (online) instances Free storage space in Microsoft Dynamics 365 Manage subscriptions, licenses, and user accounts Global and Service administrators can administer Dynamics 365 without a license  Free storage space 8/24/2018 • 10 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x These are ways to reduce the amount of storage space used by removing or deleting different types of information from Dynamics 365. Use one or more of these methods to control your total data storage usage with Dynamics 365. You can delete certain categories of data as the need arises, or you can set up bulk deletion jobs to reoccur at set intervals. WARNING The suggestions in this topic include deleting notes, attachments, import history, and other data. Before you delete data, be sure that the data is no longer needed because you cannot retrieve deleted data. There is no "undo" to restore your data once it has been deleted. This means it may make more sense for you to increase the amount of storage space you have with your Microsoft Dynamics 365 subscription instead of reducing the amount of storage space used.  NOTE Except for methods 3 and 5, all these methods require that you have an administrator Dynamics 365 security role, such as System Administrator. This gives you permission to delete records in bulk and to delete system jobs. After performing actions to free up storage, the system can take up to 24 hours to update storage information. We recommend waiting up to 24 hours and monitoring your storage.  Method 1: Delete bulk email and workflow instances using a bulk deletion job WARNING If you delete this data, you will no longer be able to tell if an email was sent through bulk email or if a workflow rule ran against a record. The emails that were sent and the actions that ran against the record in the workflow will remain.  1. Go to Settings > Data Management. 2. Choose Bulk Record Deletion. In the menu bar, choose New. This opens the Bulk Deletion Wizard. 3. Choose Next. 4. In the Look for list, select System Jobs. 5. In the search criteria area, add criteria similar to the following: System Job Type – Equals – Bulk E -mail; Workflow; Status Reason – Equals – Succeeded Completed On – Older Than X Months – 1 6. Group the three criteria rows:  a. Choose the arrow next to each criteria row, and then choose Select Row. b. With all three rows selected, choose Group AND. 7. Choose Next. 8. In the Name text box, type a name for the bulk deletion job. 9. Select a date and time for the job start time; preferably a time when users are not in Dynamics 365. 10. Select the Run this job after every check box, and then in the days list, select the frequency you want the job to run. 11. If you want a notification e-mail sent, select the Send an e-mail to me (email@domain.com ) when this job is finished check box. 12. Choose Next, review the bulk deletion job, and then choose Submit to create the recurring job.  Method 2: Evaluate and delete suspended workflows Sometimes workflows will enter a suspended state because there is a condition that will never be met or some other reason that will not allow the workflow to continue. WARNING Some workflows will be in a suspended state because they are waiting for a condition that has not yet been met, which is expected. For example, a workflow may be waiting for a task to be completed.  1. Choose Advanced Find. 2. In the Look for list, select System Jobs. 3. In the search criteria area, add criteria similar to the following: System Job Type – Equals – Workflow Status Reason – Equals – Waiting 4. Group the two criteria rows: a. Choose the arrow next to each criteria row, and then choose Select Row. b. With all three rows selected, choose Group AND. 5. Choose Find. 6. In the results window, you can open each item to determine whether the workflow can be deleted.  Method 3: Remove email attachments using Advanced Find WARNING If you delete this data, the attachments will no longer be available in Dynamics 365. However, if you have them saved in Office Outlook, they will still be there.  1. Choose Advanced Find. 2. In the Look for list, select Email Messages. 3. In the search criteria area, add criteria similar to the following:  Email Attachments (Item ) File Size (Bytes) – Is Greater Than - In the text box, type a byte value, such as 25000. 4. Choose Results. 5. Under Activities, you will now have a list of email messages that have attachments that are larger than 'X' bytes. Review the emails and delete the attachments as needed.  Method 4: Remove email messages with attachments using a bulk deletion job WARNING If you delete this data, the email messages and their associated attachments will no longer be available in Dynamics 365. However, if you have them saved in Office Outlook, they will still be there.  1. Go to Settings > Data Management. 2. Choose Bulk Record Deletion, and then in the menu bar, choose New. This opens the Bulk Deletion Wizard. 3. Choose Next. 4. In the Look for list, select Email Messages. 5. In the search criteria area, add criteria similar to the following: Status Reason – Equals – Completed Actual End – Older Than X Months – 1 Email Attachments (Item ) File Size (Bytes) – Is Greater Than – In the text box, type a byte value, such as 25000. 6. Group the first two criteria rows: a. Choose the arrow next to each criteria row, and then choose Select Row. b. With both rows selected, choose Group AND. 7. Choose Next. 8. In the Name text box, type a name for the bulk deletion job. 9. Select a date and time for the job start time; preferably a time when users are not in Dynamics 365. 10. Select the Run this job after every check box, and then in the days list, select the frequency you want the job to run. 11. If you want a notification e-mail sent, select the Send an email to me (email@domain.com ) when this job is finished check box. 12. Choose Next, review the bulk deletion job, and then choose Submit to create the recurring job.  Method 5: Remove notes with attachments using Advanced Find  WARNING If you delete this data, notes and their associated attachments will no longer be available in Dynamics 365.  1. Choose Advanced Find. 2. In the Look for list, select Notes. 3. In the search criteria area, add criteria similar to the following: File Size (Bytes) – Is Greater Than – In the text box, type a byte value, such as 1048576. 4. Choose Results. 5. You will now have a list of attachments that are larger than the size you specified. 6. Select individual or a multiple attachments, and then choose Delete (X).  Method 6: Remove notes with attachments using a bulk deletion job WARNING If you delete this data, notes and their associated attachments will no longer be available in Dynamics 365.  1. Go to Settings > Data Management. 2. Choose Bulk Record Deletion, and then in the menu bar, choose New. This opens the Bulk Deletion Wizard. 3. Choose Next. 4. In the Look for list, select Notes. 5. In the search criteria area, add criteria similar to the following: File Size (Bytes) – Is Greater Than – In the text box, type a byte value, such as 1048576. Created On – Older Than X Months – 1 6. Group the two criteria rows: a. Choose the arrow next to each criteria row, and then choose Select Row. b. With all three rows selected, choose Group AND. 7. Choose Next. 8. In the Name text box, type a name for the bulk deletion job. 9. Select a date and time for the job start time; preferably a time when users are not in Dynamics 365. 10. Select the Run this job after every check box, and then in the days list, select the frequency you want the job to run. 11. If you want a notification e-mail sent, select the Send an email to me (email@domain.com ) when this job is finished check box. 12. Choose Next, review the bulk deletion job, and then choose Submit to create the recurring job.  Method 7: Remove bulk duplicate detection jobs and associated copies  of duplicate records Every time that a duplicate detection job runs, a copy of each duplicate record is stored in the database as part of the duplicate detection job. For example, if you have 100 duplicate records, every time that you run a duplicate detection job that finds these duplicates, whether it is manual or reoccurring, those 100 duplicate records will be stored in the database under that instance of that duplicate job until the duplicates are merged or deleted, or until the instance of that duplicate detection job is deleted. 1. Go to Settings > Data Management. 2. Choose Duplicate Detection Jobs. 3. Select the duplicate detection job instances you want to delete and then choose Delete (X). To avoid wasting storage space, make sure duplicates are resolved promptly so that they are not reported in multiple duplicate detection jobs.  Method 8: Delete bulk import instances using a bulk deletion job Every time you perform a bulk import, there is a system job associated with that import. The system job details show which records imported successfully and which records failed. WARNING After you delete these bulk import jobs, you will not be able to see what data was imported and you cannot roll back the import.  1. Go to Settings > Data Management. 2. Choose Bulk Record Deletion, and then in the menu bar, choose New. This opens the Bulk Deletion Wizard. 3. Choose Next. 4. In the Look for list, select System Jobs. 5. In the search criteria area, add criteria similar to the following: System Job Type – Equals – Import Status Reason – Equals – Succeeded Completed On – Older Than X Months – 1 6. Group the three criteria rows: a. Choose the arrow next to each criteria row, and then choose Select Row. b. With all three rows selected, choose Group AND. 7. Choose Next. 8. In the Name text box, type a name for the bulk deletion job. 9. Select a date and time for the job start time; preferably a time when users are not in Dynamics 365. 10. Select the Run this job after every check box, and then in the days list, select the frequency you want the job to run. 11. If you want a notification e-mail sent, select the Send an email to me (email@domain.com ) when this job is finished check box.  12. Choose Next, review the bulk deletion job, and then choose Submit to create the recurring job.  Method 9: Delete bulk deletion job instances using a bulk deletion job When you are bulk deleting data, such as in many of the methods described in this article, a bulk deletion system job is created and can be deleted. WARNING After you delete these jobs, you will lose the history of the prior bulk deletion jobs that you've run.  1. Go to Settings > Data Management. 2. Choose Bulk Record Deletion, and then in the menu bar, choose New. This opens the Bulk Deletion Wizard. 3. Choose Next. 4. In the Look for list, select System Jobs. 5. In the search criteria area, add criteria similar to the following: System Job Type – Equals – Bulk Delete Status Reason – Equals – Succeeded Completed On – Older Than X Months – 1 NOTE You could also delete jobs that have failed or been canceled.  6. Group the three criteria rows: a. Choose the arrow next to each criteria row, and then choose Select Row. b. With all three rows selected, choose Group AND. 7. Choose Next. 8. In the Name text box, type a name for the bulk deletion job. 9. Select a date and time for the job start time; preferably a time when users are not in Dynamics 365. 10. Select the Run this job after every check box, and then in the days list, select the frequency you want the job to run. 11. If you want a notification e-mail sent, select the Send an email to me (email@domain.com ) when this job is finished check box. 12. Choose Next, review the bulk deletion job, and then choose Submit to create the recurring job.  Method 10: Delete audit logs When you enable auditing, Dynamics 365 creates audit logs to store the audit history of the records. You can delete these audit logs to free space when they are no longer needed.  WARNING When you delete an audit log, you can no longer view the audit history for the period covered by that audit log.  1. Go to Settings > Auditing. 2. In the Audit area choose Audit Log Management. 3. Select the oldest audit log, then choose Delete Logs. 4. In the confirmation message choose OK. NOTE You can only delete the oldest audit log in the system. To delete more than one audit log repeat deleting the oldest available audit log until you have deleted enough logs.  See also Manage your data Data Encryption Manage Microsoft Dynamics 365 (online) instances  Fixing Add License Wizard and Add Storage Wizard errors 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You may see an error while running the Add User License Wizard if you have: Reached the maximum number of licenses available for your offer. Attempted to remove licenses, which would result in less than the minimum number of licenses required by your offer. IMPORTANT To see other offers available to you, on the Subscription Management page, under Application Usage, click or tap View Offers. If you are eligible to change your current offer, the offers will be listed. If you are not eligible for an offer at this time, contact the Dynamics 365 sales team.  You may see an error while running the Add Storage Wizard if you have: Reached the storage limit available for your offer. The minimum amount of storage for that offer. If you cannot add storage from your Microsoft Dynamics 365 subscription, it might be that your current offer has a limited amount of storage available. See also  Recover database space by deleting audit logs 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x When you enable auditing, Dynamics 365 stores the change history for transactions in the form of audit logs in the database. You can delete the old or unwanted logs to clean up the database space. Cau t i on  When you delete an audit log, you can no longer view the audit history for the period covered by that audit log. 1. Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Auditing. 3. Choose Audit Log Management 4. Select the oldest audit log. Then, on the command bar, choose Delete Logs. 5. In the confirmation message, choose OK. NOTE You can only delete the oldest audit log in the system. To delete more than one audit log, continue to delete the oldest audit log until you have deleted enough logs.  See also Audit data and user activity  Enable change tracking to control data synchronization 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Large Dynamics 365 organizations that synchronize their data with external data sources can now enable entities for change tracking. You can export or retrieve a selected set of Dynamics 365 data, and then keep the external data warehouse in sync. By selecting, or deselecting, change tracking for specific entities you can reduce the load on your server resources and save processing time when extracting Dynamics 365 data and synchronizing it to an external store. You can enable change tracking for both system and custom entities. 1. Go to Customizations > Customize the System. 2. Select an entity, and under Data Services, select the Change Tracking check box.  See also  Replicate data to Azure SQL Database 9/21/2018 • 26 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x The Dynamics 365-Data Export Service is an add-on service made available on Microsoft AppSource that adds the ability to replicate Dynamics 365 (online) data to a Azure SQL Database store in a customer-owned Azure subscription. The supported target destinations are Azure SQL Database and SQL Server on Azure virtual machines. The Data Export Service intelligently synchronizes the entire Dynamics 365 data initially and thereafter synchronizes on a continuous basis as changes occur (delta changes) in the Dynamics 365 (online) system. This helps enable several analytics and reporting scenarios on top of Dynamics 365 data with Azure data and analytics services and opens up new possibilities for customers and partners to build custom solutions. NOTE You can use the Data Export Service with: Dynamics 365 (online) Dynamics 365 (online), version 9.0  For information about the programmatic interface for managing configuration and administration of the Data Export Service, see Data Export Service.  Prerequisites for using Data Export Service To start using the Data Export Service, the following prerequisites are required. Azure SQL Database service A customer owned Azure SQL Database subscription. This subscription must allow the volume of data that is synchronized. Firewall settings. We recommend that you turn off Allow access to Azure services and specify the appropriate client IP addresses listed in this topic. More information: Azure SQL database static IP addresses used by the Data Export Service Alternatively, you can turn on Allow access to Azure services to allow all Azure services access. For SQL Server on Azure VM, the "Connect to SQL Server over the Internet" option should be enabled. More information: Azure: Connect to a SQL Server Virtual Machine on Azure (Classic Deployment) The database user must have permissions at the database and schema level according to the following tables. The database user is used in the data export connection string. Database permissions required.  Permission type code  Permission name  CRTB  CREATE TABLE  CRTY  CREATE TYPE  CRVW  CREATE VIEW  CRPR  CREATE PROCEDURE  ALUS  ALTER ANY USER  VWDS  VIEW DATABASE STATE  Schema permissions required.  Permission type code  Permission name  AL  ALTER  IN  INSERT  DL  DELETE  SL  SELECT  UP  UPDATE  EX  EXECUTE  RF  REFERENCES  Azure Key Vault service Customer owned Key Vault subscription, which is used to securely maintain the database connection string. Grant PermissionsToSecrets permission to the application with the id "b861dbcc-a7ef-4219-a0050e4de4ea7dcf." This can be completed by running the AzurePowerShell command below and is used to access the Key Vault that contains the connection string secret. More information: How to set up Azure Key Vault The Key Vault should be tagged with the Dynamics 365 organization (OrgId) and tenant ids (TenantId). This can be completed by running the AzurePowerShell command below. More information: How to set up Azure Key Vault Dynamics 365 (online ) A Dynamics 365 (online), version 9.0 or later version instance. The Data Export Service solution must be installed. Get it now from Microsoft AppSource. The entities that will be added to the Export Profile must be enabled with change tracking. To ensure a standard or custom entity can be synchronized go to Customization > Customize the System, and then click the entity. On the General tab make sure the Change Tracking option under the Data Services section is enabled. You must have the System Administrator security role in the instance of Dynamics 365 (online). Web browser Enable pop-ups for the domain https://discovery.crmreplication.azure.net/ in your web browser. This is required  for auto-sign in when you navigate to Settings > Data Export.  Services, credentials, and privileges required To use the Data Export Service feature, you must have the following services, credentials, and privileges. A Dynamics 365 (online) subscription. Only users that are assigned the Dynamics 365 System Administrator security role can set up or make changes to an Export Profile. Azure subscription that includes the following services. Azure SQL Database or AzureSQL Server on Azure virtual machines. Azure Key Vault. IMPORTANT To use the Data Export Service the Dynamics 365 (online) and Azure Key Vault services must operate under the same tenant and within the same Azure Active Directory. More information: Azure integration with Office 365 The Azure SQL Database service can be in the same or a different tenant from the Dynamics 365 (online) service.  What you should know before using the Data Export Service Export Profiles must be deleted and then re-created whenever you perform any of the following actions on a Dynamics 365 (online) instance. Restore an instance. Copy (either full or minimal) an instance. Reset an instance. Move an instance to a different country or region. To do this, delete the Export Profile in the EXPORT PROFILES view, then delete the tables and stored procedures, and then create a new profile. More information: How to delete all Data Export Profile tables and stored procedures The Data Export Service doesn't work for Dynamics 365 (online) sandbox instances that are configured with Enable administration mode turned on. More information: Administration mode The Data Export Service does not drop (delete) the associated tables, columns, or stored procedure objects in the destination Azure SQL database when the following actions occur. An entity is deleted in Dynamics 365 (online). A field is deleted in Dynamics 365 (online). An entity is removed from an Export Profile. These items must be dropped manually. How to delete Data Export Profile tables and stored procedures for a specific entity Metadata delete notifications are logged in the unprocessablemessages folder. Error handling and monitoring  Export Profile To export data from Dynamics 365 (online), the Dynamics 365 (online) administrator creates an Export Profile. Multiple profiles can be created and activated to synchronize data to different destination databases simultaneously.  The Export Profile is the core concept of the Data Export Service. The Export Profile gathers set up and configuration information to synchronize data with the destination database. As part of the Export Profile, the administrator provides a list of entities to be exported to the destination database. Once activated, the Export Profile starts the automatic synchronization of data. Initially, all data that corresponds to each selected entity is exported. Thereafter, only the changes to data as they occur to the entity records or metadata in Dynamics 365 (online) are synchronized continuously using a push mechanism in near real time. Therefore, you don't need to set up a schedule to retrieve data from Dynamics 365 (online). Only entities that have change tracking enabled can be added to the Export Profile. Notice that, most of the standard Dynamics 365 entities which capture data are change tracking enabled. Custom entities must be explicitly enabled for change tracking before you can add them to an Export Profile. More information: Enable change tracking to control data synchronization The Data Export Service does both metadata and data synchronization. Each entity translates into one table, and each field translates into a column in the destination database table. Table and column names use the schema name of the Dynamics 365 metadata. Once activated, an Export Profile gathers statistics for data synchronization that helps in operational visibility and diagnostics of the data exported. Data synchronization available with an Export Profile  Category  Feature  Supported data types  Initial Sync  Metadata - Basic Data Types  Whole Number, Floating Point Number, Decimal Number, Single Line of Text, Multi Line of Text, Date and Time data types.  Initial Sync  Metadata - Advanced Data Types  Currency, PartyList, Option Set, Status, Status Reason, Lookup (including Customer and Regarding type lookup). PartyList is only available for export version 8.1 and above.  Initial Sync  Data - Basic Types  All basic data types.  Initial Sync  Data - Advanced Types  All advanced data types.  Delta Sync  Modify Schema - Basic Types  Add or modify field change, all basic data types.  Delta Sync  Modify Schema - Advanced Types  Add or modify field change, all advanced data types.  Delta Sync  Modify Data - Basic Types  All basic data types.  Delta Sync  Modify Data - Advanced Types  All advanced data types, such as PartyList.  Create an Export Profile Ensure that following requirements are met before creating an Export Profile. The Data Export Service solution is installed in your Dynamics 365 (online) instance.  Maintain the SQL Database connection string in the Key Vault and copy the Key Vault URL to provide in the Export Profile. More information: Azure: Get started with Azure Key Vault The entities to be added to the Export Profile are enabled for change tracking. More information: Enable change tracking to control data synchronization Your SQL Database service has enough storage space to store the Dynamics 365 data. You are a System Administrator in the Dynamics 365 (online) instance. 1. In Dynamics 365 (online), go to Settings > Data Export. 2. Review the notice, and click Continue or Cancel if you don't want to export data. 3. Click New to create a new Export Profile. 4. In the Properties step, enter the following information, and then click Next to continue without connecting to the Key Vault. Clicking Validate uses the Key Vault URL you provided to connect to the Key Vault. Name. Unique name of the profile. This field is mandatory. Key Vault Connection URL. Key Vault URL pointing to the connection string stored with credentials used to connect to the destination database. This field is mandatory. More information: How to set up Azure Key Vault IMPORTANT The Key Vault Connection URL is case-sensitive. Enter the Key Vault Connection URL exactly as it is displayed after you run the Windows PowerShell commands in this topic.  Schema. Name for an alternative database schema. Only alphanumeric characters are valid. This field is optional. By default, dbo is the schema that is used for the destination SQL Database. Prefix. Prefix to be used for the table names created in the destination database. This helps you easily identify the tables created for the Export Profile in the destination database. When specified, make sure that the prefix is less than 15 characters. This field is optional and only alphanumeric characters are allowed. Retry count. The number of times a record is retried in case of a failure to insert or update in the destination table. This field is mandatory. Acceptable values are 0-20 and the default is 12. Retry interval. The number of seconds to wait before a retry in case of a failure. This field is mandatory. Acceptable values are 0-3600 and the default is 5. Write Delete Log. Optional setting for logging deleted records.  5. In the Select Entities step, select the entities that you want to export to the destination SQL Database, and then click Next.  6. In the Select Relationships step, you can synchronize the M:N (many-to-many) relationships that exist with the entities you selected in the previous step. Click Next.  7. In the Summary step, click Create and Activate to create the profile record and connect to the Key Vault, which begins the synchronization process. Otherwise, click Create to save the Export Profile and activate later.  Modify an existing Export Profile You can add or remove the entities and relationships in an existing Export Profile that you want to replicate. 1. In Dynamics 365 (online), go to Settings > Data Export. 2. In the All Data Export Profile view, select the Export Profile that you want to change.  3. On the Actions toolbar, click MANAGE ENTITIES to add or remove entities for data export. To add or remove entity relationships, click MANAGE RELATIONSHIPS.  4. Select the entities or entity relationships that you want to add or remove.  5. Click Update to submit your changes to the Export Profile. IMPORTANT When you remove an entity or entity relationship from an Export Profile it doesn't drop the corresponding table in the destination database. Before you can re-add an entity that has been removed, you must drop the corresponding table in the destination database. To drop an entity table, see How to delete Data Export Profile tables and stored procedures for a specific entity.  Table details for the destination Azure SQL Database The Data Export Service creates tables for both data and metadata. A table is created for each entity and M:N relationship that is synchronized.  Once an Export Profile is activated, these tables are created in the destination database. These are system tables and will not have the SinkCreatedTime and SinkModifiedTime fields added. TABLE NAME  CREATED                                                                                            _GlobalOptionsetMetadata  Upon Export Profile activation.                                                                                              _OptionsetMetadata  Upon Export Profile activation.                                                                                                _StateMetadata  Upon Export Profile activation.                                                                                                  _StatusMetadata  Upon Export Profile activation.                                                                                                    _TargetMetadata  Upon Export Profile activation.                                                                                                      _AttributeMetadata  Upon Export Profile activation.                                                                                                        _DeleteLog  Upon Export Profile activation when the delete log option is enabled.  Resolving synchronization issues Even after several retry attempts, record synchronization failures may occur from database storage constraints or table locking due to long running queries. To resolve these failures you can force a resynchronization of only failed records or a resynchronization of all records. 1. View your export profiles to look for any that have record synchronization failures. You do this by viewing the data profiles in the Synchronization area or by opening a Export Profile , such as this profile that has a contact entity record synchronization failure.  2. Examine the source of the synchronization failure and resolve it. More information: Error handling and monitoring 3. After the problem has been resolved, resynchronize the failed records. NOTE Failed records synchronization is a public preview feature. A preview feature is a feature that is not complete, but is made available before it's officially in a release so customers can get early access and provide feedback. Preview features aren't meant for production use and may have limited or restricted functionality. We expect changes to this feature, so you shouldn't use it in production. Use it only in test and development environments. Microsoft doesn't provide support for this preview feature. Microsoft Dynamics 365 Technical Support won't be able to help you with issues or questions. Preview features aren't meant for production use and are subject to a separate supplemental terms of use.  a. Sign in to your Dynamics 365 (online) instance and go to Settings > Data Export. b. Open the Export Profile that includes record synch failures. c. On the Export Profile toolbar, click RESYNC FAILED RECORDS. d. Click Ok upon successful resynchronization of the failed records on the confirmation dialog.  e. Verify that the Export Profile doesn't contain failed record notifications by opening the data export profile and viewing the Failed Notifications counter on the PROPERTIES & OVERVIEW tab, which should be 0. Click REFRESH on the Export Profile toolbar to make sure the Failed Notifications value is current.  4. If the record synchronization failures persist after you've tried resynchronizing by following the previous steps, contact Microsoft Customer Support Services.  Error handling and monitoring To view the synchronization status of an Export Profile, go to Settings > Data Export and open the Export Profile. On the ENTITIES tab, the synchronization status is displayed including a Failed Records column for records that could not be synchronized. For any failed records, a list of those records including the status reason can be downloaded by clicking FAILED RECORDS on the command bar.  In the Export Profile you can click PROPERTIES & OVERVIEW to display the properties of the profile. Click RELATIONSHIPS to view the relationships synchronization status. How to view detailed information about the records that failed to sync Viewing the failed record logs can help you determine the cause of synchronization failures. To view failed records in the destination Azure destination database, use Azure Storage Explorer, a free standalone app that allows you to  easily work with Azure Storage data. More information: Azure Storage Explorer. 1. In Dynamics 365, go to Settings > Data Export. 2. In the In the All Data Export Profile view, select the Export Profile that has failed notifications.  3. On the Actions toolbar, click FAILED RECORDS.  4. In the Download Failed Records dialog box, click Copy Blob URL, and then click Ok.  NOTE The blob URL is valid for up to 24 hours. If the URL exceeds the 24 hour period, repeat the steps described earlier to generate a new blob URL.  5. Start Azure Storage Explorer. 6. In Azure Storage Explorer, click Connect to Azure Storage. 7. Paste the URL from your clipboard in to the Connect to Azure Storage box, and then click Next.  8. On the Connection Summary page, click Connect. 9. Azure Storage Explorer connects to the destination database. If failed records exist for the Export Profile, Azure Storage Explorer displays failed record synchronization folders. Failed record synchronization folder structure and log files  The Failed Records Azure Blob storage URL points to a location that has the following folder structure: data. This folder contains failed data notifications and the associated JSON for record data. metadata. This folder contains failed metadata notifications and the associated JSON for metadata. failurelog. This folder contains logs that provides information about the synchronization failure and the reason the failure occurred. forcerefreshfailurelog. This folder contains errors from the last run of the Data Export Service Failed Records command used to resynchronize failed records. unprocessablemessages. This folder contains the data notifications that were not processed either due to deletion of data or metadata and the associated JSON. The failurelog and forcerefreshfailurelog folders are structured Year\Month\Day\Hour so that you can quickly locate the latest failures. All failure records older than 30 days are deleted. Here's an example log file that indicates a contact entity record synchronization failure. Entity: contact, RecordId: 459d1d3e-7cc8-e611-80f7-5065f38bf1c1, NotificationTime: 12/28/2016 12:32:39 AM, ChangeType: Update, FailureReason: The database 'tempdb' has reached its size quota. Partition or delete data, drop indexes, or consult the documentation for possible resolutions. The statement has been terminated.  Common reasons for record synchronization failures  Here are a few reasons why record synchronization failures may occur. Insufficient storage for the destination database. Before you try to resynchronize the failed records, increase or free Azure SQL Database storage as appropriate. When this problem occurs, a message similar to this is recorded to the failure log. The database 'databasename' has reached its size quota. Partition or delete data, drop indexes, or consult the documentation for possible resolutions.  Synchronization timeouts with Azure SQL Database. This can occur during the initial synchronization of a data export profile when large amounts of data are processed at one time. When this issue occurs, resynchronize the failed records. Resolving synchronization issues  Best practices when using Azure SQL Database with Data Export To avoid synchronization errors due to resource throttling, we recommend that you have an Azure SQL Database Premium P1 or better plan when you use the Data Export Service. More information: Azure SQL Database resource limits and SQL Database Pricing Set the Azure SQL Database to use read committed snapshot isolation (RCSI) for workloads running concurrently on the destination database that execute long running read queries, such as reporting and ETL jobs. This reduces the occurrence of timeout errors that can occur with the Data Export Service due to read\write conflicts. To help improve query performance we recommend the Data Export Service database max degree of parallelism (MAXDOP ) be set to 1. More information: MSDN: Server Memory Options Frequently assess the amount of fragmentation, and when necessary, rebuild the indexes in the Data Export Service database. More information: Reorganize and Rebuild Indexes Periodically update database statistics on tables and indexed views in the Data Export Service database. More information: Update Statistics Monitor the Data Export Service database's utilization. More information: Perf monitoring  About data synchronization latency The Data Export Service is architected to synchronize data changes to the destination database using a push mechanism by listening to changes as they happen in Dynamics 365. The service strives to push data within a few minutes, but there are number of factors that can influence end-to-end synchronization latency. Factors that influence the duration of synchronization include the following: The current work load on Dynamics 365. The data change rate in Dynamics 365. The number of entities added to each export profile and their attributes. SQL Server performance. For example: SQL connection setup time. SQL statement execution time. Based on our monitoring of the service it's been observed that most on-going delta synchronization finishes in 15 minutes when the service operates under the following conditions: The synchronization that occurs is a delta synchronization and not the initial synchronization. Delta synchronization is only for data change operations, which include record create, update, and delete transactions. Note that delta synchronization begins once the initial synchronization has finished. The maximum data change rate in Dynamics 365 for all the entities in the export profile is less than 3000 records per hour. Any sudden increase in the data change rate due to bulk change of records exceeding the maximum change rate will cause additional latency. Each entity added to an export profile has less than 150 attributes. Database connection or SQL statement execution finishes in less than 10 seconds. If this limit is exceeded it will result in additional latency. No destination database connection or SQL execution errors occur during synchronization.  When the above conditions are met, 15 minutes is a typical synchronization latency. Microsoft provides no service level agreement (SLA) for the Data Export Service and makes no guarantees or commitments regarding synchronization latency times.  How to set up Azure Key Vault Run the Windows PowerShell script described here as an Azure account administrator to give permission to the Data Export Service feature so it may access your Azure Key Vault. This script displays the key vault URL required for creating the Export Profile that is used to access the connection string. Before running the script, replace the placeholders for the following variables. $subscriptionId. The Key Vault resource group you want to use. If a resource group doesn't already exist a new one with the name you specify will be created. In this example, ContosoResourceGroup1 is used. $location. Specify the location where the resource group is, or should be, located, such as West US. $connectionString. The connection string to the Azure SQL Database. You can use the ADO.NET connection string as it is displayed in your Azure dashboard. $organizationIdList = Comma separated list of allowed Dynamics 365 organizations, listed by organization Id (organizationId), to enable for Data Export Service. To find an organization's Id, in Dynamics 365 go to Settings > Customizations > Developer Resources. The organization Id is under Instance Reference Information. $tenantId. Specifies the Azure Active Directory tenant Id to which the Key Vault subscription. IMPORTANT An Azure subscription can have multiple Azure Active Directory tenant Ids. Make sure that you select the correct Azure Active Directory tenant Id that is associated with the instance of Dynamics 365 that you will use for data export.  # -------------------------------------------------------------------------------- # # Provide the value for the following parameters before executing the script $subscriptionId = 'ContosoSubscriptionId' $keyvaultName = 'ContosoKeyVault' $secretName = 'ContosoDataExportSecret' $resourceGroupName = 'ContosoResourceGroup1' $location = 'West US' $connectionString = 'AzureSQLconnectionString' $organizationIdList = 'ContosoSalesOrg1_id, ContosoSalesOrg2_id' $tenantId = 'tenantId' # -------------------------------------------------------------------------------- # # Login to Azure account, select subscription and tenant Id Login-AzureRmAccount Set-AzureRmContext -TenantId $tenantId -SubscriptionId $subscriptionId # Create new resource group if not exists. $rgAvail = Get-AzureRmResourceGroup -Name $resourceGroupName -Location $location -ErrorAction SilentlyContinue if(!$rgAvail){ New-AzureRmResourceGroup -Name $resourceGroupName -Location $location } # Create new key vault if not exists. $kvAvail = Get-AzureRmKeyVault -VaultName $keyvaultName -ResourceGroupName $resourceGroupName -ErrorAction SilentlyContinue if(!$kvAvail){ New-AzureRmKeyVault -VaultName $keyvaultName -ResourceGroupName $resourceGroupName -Location $location # Wait few seconds for DNS entry to propagate Start-Sleep -Seconds 15 } # Create tags to store allowed set of Organizations. $secretTags = @{} foreach ($orgId in $organizationIdList.Split(',')) { $secretTags.Add($orgId.Trim(), $tenantId) } # Add or update a secret to key vault. $secretValue = ConvertTo-SecureString $connectionString -AsPlainText -Force $secret = Set-AzureKeyVaultSecret -VaultName $keyvaultName -Name $secretName -SecretValue $secretValue -Tags $secretTags # Authorize application to access key vault. $servicePrincipal = 'b861dbcc-a7ef-4219-a005-0e4de4ea7dcf' Set-AzureRmKeyVaultAccessPolicy -VaultName $keyvaultName -ServicePrincipalName $servicePrincipal PermissionsToSecrets get # Display secret url. Write-Host "Connection key vault URL is "$secret.id.TrimEnd($secret.Version)""  How to delete all Data Export Profile tables and stored procedures IMPORTANT Before you run this SQL statement make sure that you have correctly defined the @prefix and @schema values in the statement. The Export Profile will need to be re-created after you run this SQL statement.  ------------------------------------------------------------------ Provide the value for the following parameters DECLARE @prefix nvarchar(32) ='' DECLARE @schema nvarchar(32) ='dbo' ----------------------------------------------------------------DECLARE @sql nvarchar(max) = ''; SELECT @sql += 'DROP TABLE ' + QUOTENAME([TABLE_SCHEMA]) + '.' + QUOTENAME([TABLE_NAME]) + ';' FROM [INFORMATION_SCHEMA].[TABLES] WHERE [TABLE_TYPE] = 'BASE TABLE' AND [TABLE_NAME] like @prefix + '_%' AND [TABLE_SCHEMA]= @schema; PRINT @sql EXEC SP_EXECUTESQL @sql; PRINT 'Finished dropping all tables. Starting to drop all stored procedures now.' SELECT @sql=''; SELECT @sql += 'DROP PROCEDURE ' + QUOTENAME([ROUTINE_SCHEMA]) + '.' + QUOTENAME([ROUTINE_NAME]) + ';' FROM [INFORMATION_SCHEMA].[ROUTINES] WHERE [ROUTINE_TYPE] = 'PROCEDURE' AND [ROUTINE_NAME] like @prefix + '_%' AND [ROUTINE_SCHEMA]= @schema; PRINT @sql EXEC SP_EXECUTESQL @sql; PRINT 'Finished dropping all stored procedures. Starting to drop all types now.' SELECT @sql=''; SELECT @sql += 'DROP TYPE ' + QUOTENAME(SCHEMA_NAME([SCHEMA_ID])) + '.' + QUOTENAME([NAME]) + ';' FROM SYS.TYPES WHERE is_user_defined = 1 AND [NAME] LIKE @prefix + '_%' AND [SCHEMA_ID]=SCHEMA_ID(@schema); PRINT @sql EXEC SP_EXECUTESQL @sql;  How to delete Data Export Profile tables and stored procedures for a specific entity IMPORTANT Before you run this SQL statement make sure that you have correctly defined the @prefix, @schema, and @entityName values in the statement. In this example, the leads entity table, types, and stored procedures are dropped.  ------------------------------------------------------------------ Provide the value for the following parameters DECLARE @prefix nvarchar(32) ='crm' DECLARE @schema nvarchar(32) ='dbo' DECLARE @entityName nvarchar(32) ='lead' ----------------------------------------------------------------DECLARE @sql nvarchar(max) = ''; IF @prefix != '' BEGIN SET @prefix = @prefix + '_' END SELECT @sql += 'DROP TABLE ' + QUOTENAME([TABLE_SCHEMA]) + '.' + QUOTENAME([TABLE_NAME]) + ';' FROM [INFORMATION_SCHEMA].[TABLES] WHERE [TABLE_TYPE] = 'BASE TABLE' AND [TABLE_NAME] like @prefix + @entityName AND [TABLE_SCHEMA]= @schema; PRINT @sql EXEC SP_EXECUTESQL @sql; PRINT 'Finished dropping the entity. Starting to drop the types associated with the entity' SELECT @sql=''; SELECT @sql += 'DROP TYPE ' + QUOTENAME(SCHEMA_NAME([SCHEMA_ID])) + '.' + QUOTENAME([NAME]) + ';' FROM SYS.TYPES WHERE is_user_defined = 1 AND [NAME] LIKE @prefix + @entityName +'Type' OR [NAME] LIKE @prefix + @entityName +'IdType' AND [SCHEMA_ID]=SCHEMA_ID(@schema); PRINT @sql EXEC SP_EXECUTESQL @sql;  Find the Azure Active Directory tenant Id for your Dynamics 365 instances 1. Sign in to the Azure portal. 2. Go to Azure Active Directory > App registrations > Endpoints. 3. The tenant id is displayed in the endpoint URLs listed with the Azure subscription.  Azure SQL database static IP addresses used by the Data Export Service In Azure SQL Database, click Set server firewall, turn Allow access to Azure services to OFF, click Add client IP, and then add the IP addresses appropriate for the region of your Azure SQL Database. More information: Azure: Configure an Azure SQL Database server-level firewall rule using the Azure Portal REGION  IP ADDRESS  West US  40.112.139.218  East US  23.96.92.86  West Europe  40.68.252.224  East Asia  52.175.24.148  Southeast Asia  52.163.231.218  Central India  52.172.191.195  REGION  IP ADDRESS  South India  52.172.51.15  North Europe  52.169.117.212  Japan West  138.91.22.196  Japan East  13.73.7.177  Brazil South  191.235.81.249  Australia Southeast  40.115.78.163  Australia East  13.73.202.160  Canada Central  52.228.26.31  Canada East  40.86.251.81  United Kingdom South  51.140.71.166  United Kingdom West  51.141.44.218  Known issues Deleted records may get reinserted into entity table after a synchronization failure When you recover from synchronization failures, records that had been previously deleted may get reinserted back into the originating entity table. To work around this issue when synchronization failures occur, follow these steps. 1. Create Export Profiles that are Write Delete Log enabled. Re-create existing Export Profiles that don't have Write Delete Log enabled. 2. Create and execute a SQL query for the Azure SQL destination database that searches for records in the DeleteLog table. If one or more records are found it indicates the presence of deleted records. 3. If one or more records exist in the DeleteLog table, create and run a SQL query that detects instances where the record Id for a record found in the DeleteLog table matches the record Id for a record in an EntityName table and the versionNumber in the deleteLog is greater than the versionNumber on the record in the EntityName table. When a record Id match occurs, delete the record from the EntityName table. For example, if a record Id in the AccountId column of the DeleteLog table matches a record Id in the AccountId column of the AccountBase entity table and the versionNumber in the DeleteLog is greater than the versionNumber in the Account table, delete the record from the AccountBase entity table. IMPORTANT Depending on your business needs and requirements, we recommend that you execute the SQL queries for record deletion frequently, but during non-operational hours.  Example query for entity record deletion.  DELETE FROM [dbo].[prefix_account] A WHERE id IN (SELECT CONVERT(uniqueidentifier, recordid) FROM [dbo].[prefix_DeleteLog] DL WHERE DL.entityname ='account' AND DL.VersionNumber > A.VersionNumber)  Entities that don't support data export The entities listed here, although they support change tracking, aren't supported for data export using the Data Export Service. ENTITY  TABLE NAME  WORK AROUND  Activity  ActivityPointerBase  Select the specific activity entities for export, such as Phone Call, Appointment, Email, and Task.  Privacy notice By using the Data Export Service, when you activate a data export profile from within Dynamics 365, the data of the entities added to the profile is sent to Azure. The initial synchronization includes all the data associated with the entities added to the export profile, but thereafter synchronization includes only new changes, which are continuously sent to the Data Export Service. Data sent to the Data Export Service is stored temporarily in Azure Service Bus and Azure Storage, processed in Azure Service Fabric, and finally synchronized (inserted, updated, or deleted) to the destination database specified in your Azure subscription. After the data has been synchronized, it is deleted from Azure Service Bus and Azure Storage. If there is a failure during data synchronization, minimal data corresponding to entity type, record ID, and sync timestamp is stored in Azure Storage to allow for downloading a list of records that were not updated. An administrator can deactivate the data export profile at any time to stop data synchronization. In addition, an administrator can delete the export profile to remove any failed record logs and can uninstall the Data Export Service solution to stop using the Data Export Service. Data synchronization happens continuously between Dynamics 365 and the Data Export Service in a secure manner. Data is encrypted as it is continuously exchanged between Dynamics 365 and the Data Export Service. Azure components and services that are involved with the Data Export Service are detailed in the following sections. Microsoft Azure Trust Center Azure Service Fabric This provides the API and compute Azure VMs to process record synchronize notifications received from Dynamics 365 and then process them to insert, update, or delete record data in the destination database. Microservices that are deployed on virtual machines managed by the Azure Service Fabric runtime handle all the compute services related to data synchronization. Azure Service Bus This provides the message bus into which Dynamics 365 inserts the synchronization notification messages that are processed by compute nodes in Azure Service Fabric. Each message stores information, such as the org id and record, for which for which to sync data. Azure Blob Storage Data is temporarily stored in Azure Blob Storage in case the record sync notification's data is too large to store in a message or a transient failure is encountered to process the synchronization notification. These blobs are  encrypted by leveraging the latest feature in the Azure Storage SDK, which provides symmetric and asymmetric encryption support and integration with Azure Key Vault. Azure SQL The Azure SQL Database stores data export profile configuration and data synchronization metrics. See also AppSource: Dynamics 365 - Data Export Service What's new with Microsoft Dynamics 365 ‒ Data Export Service? Manage your data Data Export Service Team Blog: Introduction to Dynamics 365 – Data Export Service  What's new with the Data Export Service? 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x This topic lists the new features that are available for the Data Export Service.  March 2017 Resynchronize records that failed to synchronize With this new preview feature you can recover from synchronization failures with on-demand resynchronization.  More information: Resolving synchronization issues See also Replicate Dynamics 365 (online) data to Azure SQL Database Set up and manage phones and tablets  Move configuration data across instances and organizations with the Configuration Migration tool 9/27/2018 • 4 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x The Configuration Migration tool enables you to move configuration data across Dynamics 365 instances and organizations. Configuration data is used to define custom functionality in Dynamics 365, and is typically stored in custom entities. Configuration data is different from end user data (account, contacts, and so on). A typical example of configuration data is what you define in Unified Service Desk for Dynamics 365 to configure a customized call center agent application. The Unified Service Desk entities, along with the configuration data that is stored in the entities, define an agent application. For more information about Unified Service Desk, see Unified Service Desk Guide. The Configuration Migration tool enables you to: Select the entities and fields from where you want to export the configuration data. Avoid duplicate records on the target system by defining a uniqueness condition for each entity based on a combination of fields in the entity, which is used to compare against the values on the target system. If there are no matching values, a unique record is created on the target system. If a matching record is found, the record is updated on the target system. NOTE If no duplicate detection (uniqueness) condition is specified for an entity that is being exported, the tool uses the primary field name of the entity to compare against the existing data on the target system.  Disable plug-ins before exporting data and then re-enable them on the target system after the import is complete for all the entities or selected entities. Validate the schema for the selected entities to be exported to ensure that all the required data/information is present. Reuse an existing schema to export data from a source system. Automatically move DateTime fields forward at import for demo environments. Embed the exported modules created from this tool (schema and data files) in other programs. For example, you can use the exported data in Dynamics 365 Package Deployer along with other solutions files and data to create and deploy packages on a Dynamics 365 instance. More information: Deploy packages using Dynamics 365 Package Deployer and Windows PowerShell IMPORTANT The Configuration Migration tool does not support filtering of records in an entity. By default, all the records in the selected entity will be exported.  How does the Configuration Migration tool work?  The following diagram illustrates how the Configuration Migration tool is used for migrating configuration data.  Define the schema of the source data to be exported: The schema file (.xml) contains information about the data that you want to export such as the entities, attributes, relationships, definition of uniqueness of the data, and whether the plug-ins should be disabled before exporting the data. More information: Create a schema to export configuration data Use the schema to export data: Use the schema file to export the data into a .zip file that contains the data and the schema of the exported data. More information: Create a schema to export configuration data Import the exported data: Use the exported data (.zip file) to import into the target Dynamics 365 instance. The data import is done in multiple passes to first import the foundation data while queuing up the dependent data, and then import the dependent data in the subsequent passes to handle any data dependencies or linkages. This ensures clean data import. More information: Import configuration data  Troubleshoot configuration data migration issues using log files The Configuration Migration tool provides logging support to get detailed information about errors that can occur while signing in to the Dynamics 365 instance using the tool, activities performed by the tool during the schema definition and export/import of the configuration data, and information about the data that was imported using the tool. There are three log files generated by the tool that are available at the following location on the computer where you run the tool: c:\Users\\AppData\Roaming\Microsoft\DataMigrationUtility\. Login_ErrorLog.log: Provides information about the issues that occurred when you use the tool to sign in to the Dynamics 365 instance. If there are any issues during sign in, a message appears on the tool's login screen with a link to this log file. The message states that an error occurred while processing the login request and the user can view the error log. You can click the link in the message to view this log file. The log file is created the first time you encounter any sign-in issues in the tool. Thereafter, the log file is used to log information about a sign-in issue, whenever it occurs. DataMigrationUtility.log: Provides detailed information about each task performed in the tool during last run. You can view the log file from the tool by clicking the Logs menu on the main screen, and clicking Running Log. ImportDataDetail.log: Provides detailed information about the data imported in the last import job by using the tool. Each time you run an import job using this tool, the existing details from the log file are moved to a file called ImportDataDetail._old.log in the same directory, and the ImportDataDetail.log file displays information about the latest import job run using the tool. You can view this log file from the tool by clicking the Logs menu on the main screen, and then clicking Last Import Log.  Best practices for migrating your configuration data by using the tool The following are things you should consider while using this tool to migrate your configuration data: While creating the export data schema, you must define uniqueness rules appropriately for each entity to avoid any unintentional data updates on the target system. Import the exported data in a pre-production environment (preferably a mirror image of the production environment) to ensure that the data import results are as you intended. Back up your production environment before importing the data. See also Create a schema to export configuration data Modify a configuration data schema Import configuration data Manage product catalog configuration  Create a schema to export configuration data 9/27/2018 • 5 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x The Configuration Migration tool lets you build a schema to describe your export data. It also enables you to check for any missing dependencies and relationships in the entities or fields to be exported to avoid an inconsistent data set.  Before you begin Download the Configuration Migration Tool. The Configuration Migration tool is available as a NuGet package. To download the tool, see Download tools from NuGet. Follow the steps on this page to extract the DataMigrationUtility.exe tool.  Create a schema and export configuration data 1. Start the Configuration Migration tool. Double-click DataMigrationUtility.exe in the folder: [your folder]\Tools\ConfigurationMigration\ 2. On the main screen, click Create schema, and click Continue. 3. On the Login screen, provide authentication details to connect to your Dynamics 365 instance from where you want to export data. If you have multiple organizations on the Dynamics 365 server, and want to select the organization from where to export the data, select the Always display list of available orgs check box. Click Login. 4. If you have multiple organizations, and you selected the Always display list of available orgs check box, the next screen lets you choose the organization that you want to connect to. Select a Dynamics 365 organization to connect to. 5. From the Select the solution list, select a solution from where you want to export the data: 6. In the selected solution, you can select the entities and fields to be exported or export all the entities within the solution. a. To select the entities and fields to be exported, from the Select Entity list, select the entity for which you want to export the data. The Fields for the entity list displays all the fields of the selected entity. a. To add selected fields of the entity, click Add Fields. b. To add the entity itself and all the fields, click Add Entity. b. To export all the entities, click Add All next to the Select Entity list.  7. You can select the Show the relationships of the selected entity to view the related entities for the selected entity so that you can export them as well. 8. The selected entities are displayed in the Selected Fields and Entities box. If you want to remove an entity, field, or relationship, click to select it, right-click, and then select the remove option. If you want to remove all the items in the Selected Fields and Entities and start over, click Clear Selection.  9. To validate the selected data to be exported, click Tools > Validate Schema.  10. A message is displayed if there are any missing dependencies. To close the message, click OK.  11. Add the missing entities, and then perform step 9 again to validate the data. A confirmation message is displayed if there are no validation errors. TIP If the missing entity is not in the solution you selected for export, you can add the entity from the Default Solution by selecting it from the Select the solution list.  12. Define the uniqueness condition for your data to be exported. To open a new screen, click Tools > Configure Import Settings. For each entity that you have selected to export, add the field or fields on which you want the records to be compared with existing records on the target system during the import. Select a field, and click Add Field.  13. To disable plug-ins for all the entities before the data is imported on to the target system, select the Disable plug-ins on all entities for import check box. The tool will disable all the plug-ins while importing data on to the target server, and re-enable them after the import process. 14. To save the settings and return to the main screen, click Save. NOTE If you want to undo any changes in the Configure Import Settings dialog box, you must manually revert those changes in this dialog box, and then click Save to save your changes, and close the dialog box.  15. In the main screen: a. Click File > Save Schema to just save the schema without exporting the data. You are prompted to specify the name and location of the schema file (.xml) to save. You can use the schema later to export the data. You can exit the tool now. b. Click Export Data to export the data and schema file. You are prompted to specify the name and location of the schema file to be exported. Specify the name and location, and click Save. Go to the next step. c. Click Save and Export to choose whether to export the data after saving the schema file or not. You are prompted to specify the name and location of the schema file to be exported. Specify the name and location, and click Save. You are prompted to save the data file: click Yes to export it or No to export it later. If you clicked Yes, go to the next step. 16. On the next screen, specify the location of the data file to be exported in the Save to data file box, and then click Export Data. The screen displays the export progress status and the location of the exported file at the bottom of the screen once the export is complete.  17. Click Exit to close the tool.  Reuse an existing schema to export configuration data You can reuse a schema file that was generated using the Configuration Migration tool to quickly export data across Dynamics 365 instances without having to create the schema all over again. 1. Start the Configuration Migration tool. 2. On the main screen, click Export data, and click Continue. 3. On the Login screen, provide authentication details to connect to your Dynamics 365 instance from where you want to export data. If you have multiple organizations on the Dynamics 365 server, and want to select the organization from where to export the data, select the Always display list of available orgs check box. Click Login. 4. If you have multiple organizations, and you selected the Always display list of available orgs check box, the next screen lets you choose the organization that you want to connect to. Select a Dynamics 365 organization to connect to. 5. On the next screen, select the schema file to be used for the data export. 6. Specify the name and location of the data file to be exported. 7. Click Export Data. The screen displays the export progress status and the location of the exported file at the bottom of the screen once the export is complete. 8. Click Exit to close the tool. See also Download tools from NuGet  Modify a schema Manage your configuration data Import configuration data  Configure date settings for demo data 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Use the information below to automatically keep your demo environment data current. Before you begin Download the Configuration Migration Tool. The Configuration Migration tool is available as a NuGet package. To download the tool, see Download tools from NuGet. Follow the steps on this page to extract the DataMigrationUtility.exe tool. You can set the values of datetime fields to automatically move forward by a specified duration. This allows you to keep your demo data recent without the need to make manual updates. It will also work when using Configuration Migration Utility files with the Dynamics 365 Package Deployer tool. NOTE This option is to keep data recent in your demo environments. It is not intended for production use.  1. Start the Configuration Migration tool. Double-click DataMigrationUtility.exe in the folder: [your folder]\Tools\ConfigurationMigration\ 2. On the main screen, click Create schema, and click Continue. 3. On the Login screen, provide authentication details to connect to your Dynamics 365 instance from where you want to export data. If you have multiple organizations on the Dynamics 365 server, and want to select the organization from where to export the data, select the Always display list of available orgs check box. Click Login. 4. If you have multiple organizations, and you selected the Always display list of available orgs check box, the next screen lets you choose the organization that you want to connect to. Select a Dynamics 365 organization to connect to. 5. On the next screen, select the schema file to be used for the data export or build a new schema. 6. Click Tools, and then click Configure Date Settings. 7. Choose the default date mode and select an entity to apply the settings to. Select Absolute. Dates are not modified during import if you do not want dates to move forward by default. NOTE You can still select individual fields to move forward at import. In the below example, only fields marked as Relative will be automatically moved.  Alternatively, select Relative. Dates are renewed during import if you want all date values to automove by default.  NOTE This option will set dates to auto-move for all datetime fields on all entities. You may change this at the field level by selecting Absolute.  h. Verify your selections for all fields on all entities in your schema. i. Click Save and Export. j. Specify the name and location of the data file to be exported. k. Click Yes on the prompt: The schema save is complete. Would you like to export the data? l. Specify the name and location of the data file to be exported. m. Click Export Data. The screen displays the export progress status and the location of the exported file at the bottom of the screen once the export is complete. n. Click Exit to close the tool. NOTE Date values will be moved forward in one week increments at the time of import. The amount moved is based on the date/time of export and the date/time of import. The timestamp attribute in the header of the data.xml file contains the date and time of export. Formula: Imported date = exported date + (date of data import – date of data export) Example: To move dates forward by 3 months, and import the data on 10/1/2017: change the timestamp in the data.xml file to 7/1/2017.  See also Download tools from NuGet Modify a schema Manage your configuration data Import configuration data  Modify a configuration data schema 9/27/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can modify an existing schema file to include information about new configuration data or to update the existing configuration data definition to enhance the configuration data export process.  Before you begin Download the Configuration Migration Tool. The Configuration Migration tool is available as a NuGet package. To download the tool, see Download tools from NuGet. Follow the steps on this page to extract the DataMigrationUtility.exe tool. You must have a schema file that was created using the Configuration Migration tool. More information: Create a schema to export configuration data  Modify a schema file 1. Start the Configuration Migration tool. Double-click DataMigrationUtility.exe in the folder: [your folder]\Tools\ConfigurationMigration\ 2. On the main screen, click Create schema, and click Continue. 3. On the Login screen, provide authentication details to connect to your Dynamics 365 instance for which you originally created the export data schema file. If you have multiple organizations on the Dynamics 365 server, and want to select an organization, select the Always display list of available orgs check box. Click Login. 4. If you have multiple organizations, and you selected the Always display list of available orgs check box, the next screen lets you choose the organization that you want to connect to. Select a Dynamics 365 organization to connect to. 5. On the main screen, click File > Load Schema. 6. Navigate to the schema file that you want to edit, select it, and click Open. 7. The schema file definition appears in the Configuration Migration tool. Make the required changes to the schema definition file. For information about defining a schema file, see steps 5-14 in Create a schema to export configuration data. 8. Save the updated schema file. 9. Click Exit to close the tool. See also Import configuration data Create a schema to export configuration data Manage your configuration data  Import configuration data 9/27/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x After exporting your configuration data from the source Dynamics 365 instance, you are now ready to import it to the target Dynamics 365 instance.  Before you begin Download the Configuration Migration Tool. The Configuration Migration tool is available as a NuGet package. To download the tool, see Download tools from NuGet. Follow the steps on this page to extract the DataMigrationUtility.exe tool.  Import configuration data 1. Start the Configuration Migration tool. Double-click DataMigrationUtility.exe in the folder: [your folder]\Tools\ConfigurationMigration\ 2. On the main screen, click Import data, and click Continue. 3. On the Login screen, provide authentication details to connect to your Dynamics 365 instance from where you want to import data. If you have multiple organizations on the Dynamics 365 server, and want to select the organization where to import the configuration data, select the Always display list of available orgs check box. Click Login. 4. If you have multiple organizations, and you selected the Always display list of available orgs check box, the next screen lets you choose the organization that you want to connect to. Select a Dynamics 365 organization to connect to. 5. Provide the data file. (.zip) to be imported. Browse to the data file, and select it. Click Import Data. 6. This step is applicable only if the data that you are importing contains the user information of the source system. Enter mapping user information on the target system. You can either map all of them to the user who is running the import process or map to individual users by using a user map file (.xml). If you choose the latter, you will have to either specify an existing user map file or the tool can generate it for you. If you generate a new file, fill in the mapping user name in the New parameter for every user on the source server. Select the user map file in the tool when you are done, and click OK.  The next screen displays the import status of your records. The data import is done in multiple passes to first import the foundation data while queuing up the dependent data, and then import the dependent data in the subsequent passes to handle any data dependencies or linkages. This ensures clean and consistent data import. 7. Click Finish to close the tool. See also Manage your configuration data using the Configuration Migration tool  Work with templates 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can use templates in Customer Engagement in a variety of ways to speed your work and improve consistency.  Create templates for articles 10/6/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Article templates help you create new articles for your organization's knowledge base library. You can also create templates with boilerplate text to help article writers use consistent language and messaging. NOTE This experience is applicable only to legacy Articles entity and not the new Knowledge Article entity.  1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics 365. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Service Management. 3. Select Article Templates. 4. To create a new article template, select New. 5. In the Article Template Properties dialog box, type the new article title, select the language, and then select OK. 6. To add a section, in the Common Tasks area, select Add a Section, and specify the following: a. In the Title box, type a title. b. In the Instructions box, type a description of the information that users should provide in this section when they use this template. When a user creates a new article with this template, these instructions appear in the body text for this section, and disappear when the user starts typing. 7. To reposition a section from the template, select the section you want to reposition, and in the Common Tasks area, select the green arrows to move the section to the position you want. When you select a section, its border turns green and the border lines become solid. 8. To remove the section, select the section you want to remove, and in the Common Tasks area, select Remove a Section. 9. To edit a section, select the section you want to edit, and in the Common Tasks area, select Section Properties. Edit the title and description. 10. To format the text, font, and color of the article title, headings, and body text of each section, use the tools on the Modify toolbar. 11. When you're done, select Save or Save and close.  After you save the template, it is immediately available for use. If the template is not complete and you want to finish it later, you can save the template, deactivate it (make it ready-only), and then complete it later. When the template is complete, you can reactivate it. NOTE If you need to back up your templates, or export them for use in a different implementation of Dynamics 365, you can export them as part of exporting customizations. More information: Export your customizations as a solution.  See also eBook: Use KB articles to help your customers  Create templates for email 10/6/2018 • 3 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Save time when creating multiple email messages by making email templates. Email templates contain prefilled data that you specify, so you don't have to re-enter the same information for each article. An email template is attached to an email activity after the activity is created. Typically, each type of email activity has its own email template type; for example, an email activity created from a case record would use a case email template. You can also create global templates that are available for any record type, or personal templates available only to you, or organizational templates available to anyone in your organization. 1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics 365. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Templates. 3. Select Email Templates. 4. On the Actions toolbar, select New. 5. In the Email Template Type dialog box, in the Template Type list, select the type, and then select OK. IMPORTANT If you select a specific record type, such as lead or opportunity, the template is available only for that record type. This cannot be changed. To use the same content for another record type, create a new template.  6. On the Email Templates form, enter a Title and a Subject. 7. You can type a description of the template. This is not displayed to the recipient. 8. Type the text you want to send in this message. Use the Formatting toolbar to edit the text.  TIP Although you cannot insert images or HTML directly into Dynamics 365 email messages or email templates, you can use the copy feature in Internet Explorer to copy an image from a website and paste it into the email message or email template. The image is available as long as the website is accessible. To include a hyperlink in an email template, type the URL including the http://, for example, http://contoso.com. Do not include a period or comma or a space after the URL or the link will break. Select the link text and select Make this a Hyperlink (  ).  A link is automatically added to the URL and the text is underlined and changed to blue. To include data fields in a hyperlink: a. Select the link text and data fields. For example: http://contoso.com/q?{!User : City;} b. Select Make this a Hyperlink (  ).  The text and data fields will be converted to a hyperlink. For example: http://contoso.com/q?{!User : City;}. The hyperlink text will appear as a link when the template is used in an email. There is no spell check built into Dynamics 365. There might be third-party solutions available. For more information, visit Microsoft Dynamics Solution Finder. The Formatting toolbar has limited fonts and font sizes. However, you can copy and paste content from Office Word. This allows you to take advantage of features such as spell checking and some advanced text formatting. To single-space a line of text, at the end of the line press Shift+Enter.  9. To insert data fields to display information such as a customer's name or data from a quote, from a Dynamics 365 record, select Insert/Update, and then in the Data Field Values dialog box, select Add. 10. In the Add Data Value dialog box, select the Record type and Field, and then select OK. 11. Select OK again to insert the data. 12. To enter customers' first and last names, you'll need to repeat these three data-insertion steps; first and last names are separate data values. TIP Use the Default Text box to define what text is displayed if the record does not have data for the field.  13. Select Save or Save and Close. NOTE To change a shared template to a personal one or a personal template to a shared one, on the template form, on the Actions menu, select Revert to Personal Template, or select Make Template Available to Organization. If you use an email template as a signature in another template, insert the signature template first. Otherwise, the Subject line will be overwritten. If you need to back up your templates, or export them for use in a different implementation of Dynamics 365, you can export them as part of exporting customizations. More information: Export your customizations as a solution.  See also Work with templates  Work with mail merge templates 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x You can use mail merge templates with Office Word to create customer-ready letters, faxes, e-mail messages, and quotes. Word templates are created and edited in Word, but can be uploaded to Dynamics 365 to use with mail merge and share with other users. Only Word .xml documents can be used as templates. To learn more about how to create mail merge templates, see the online Help in Word. 1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics 365. Check your security role Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. Go to Settings > Templates. 3. Click Mail Merge Templates. 4. To create a new mail merge template, click New. 5. In the Mail Merge Templates form, enter a Name and an Associated Entity (record type). 6. You can enter a description of the template. This is not displayed to the recipient. 7. Enter the Ownership and Owner information. Use the handy tooltips as a guide. 8. If you have enabled additional languages, you can select one for the template. 9. To attach the template, click Browse, search for the template on your computer, and then click Attach. Only .xml documents can be uploaded. 10. When you're done, click Save and close. NOTE To change a personal template to a shared one, after you save the record on the template form, on the More Actions menu, click Make Available to Organization. To revert the template to a personal one, click Make Personal.  See also  Create or edit a campaign template using in-app marketing (Sales) 8/24/2018 • 2 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Save time when creating multiple campaigns by creating a campaign template. Campaign templates contain prefilled data that you specify, so you don't have to reenter the same information for each campaign. You can either create a new campaign template or copy an existing campaign to use as a template.  Create a campaign template 1. Go to Marketing > Campaigns. 2. Click New Template. - OR Open the campaign you want to edit. 3. Add information in the template form just as you do when creating a campaign. In the template form, enter the information you want to appear in campaigns based on this template, and add items such as planning tasks, campaign activities, and marketing lists. 4. Click Save or Save and Close.  Copy an existing campaign as a template Open the campaign that you want to copy. Click Copy as Template, type a name for the template, and click Save. If you need to back up your templates, or use them in a different implementation of Dynamics 365, you can export them as part of exporting customizations. More information: Export your customizations as a solution NOTE This topic applies to the Marketing work area within Microsoft Dynamics 365. The Dynamics 365 Marketing work area provides a way for your sales force to run sales-driven marketing activities. If you use Microsoft Dynamics Marketing along with Dynamics 365, you might be looking for a similar topic for that product. Dynamics Marketing provides a full-scale set of functionality, automation, and analytical insights for multistage and multichannel campaigns.  See also Get started with in-app marketing (Sales) Create a marketing list using in-app marketing (Sales) Create or edit a campaign using in-app marketing (Sales) Create a quick campaign using in-app marketing (Sales) Add an activity to a campaign using in-app marketing (Sales) Add a marketing list, sales literature, or product to a campaign using in-app marketing (Sales) Track a marketing campaign response using in-app marketing (Sales)  Use entitlement templates to set up entitlements quickly 10/6/2018 • 3 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Quickly create other entitlements prefilled with the basic information like the start and end date, service level agreement (SLA), allocation type, and total term by using an entitlement template in Dynamics 365. For example, create a template for a standard entitlement, and then apply this template for every standard customer in your organization. NOTE With the Customer Engagement apps, version 9.1 release, entitlement templates in service management are available in the Customer Service Hub based on the Unified Interface experience. We recommend that you create and manage entitlement templates using the new experience.  Create an entitlement template 1. Make sure that you have the Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions. Check your security role  Follow the steps in View your user profile. Don't have the correct permissions? Contact your system administrator. 2. In the Customer Service Hub sitemap, go to Service Management and select Templates > Entitlement Templates. NOTE In the Customer Service app, go to Go to Settings > Service Management. and select Entitlement Templates.  3. To create a new entitlement template, select New in the entitlement template search box. 4. Type or modify information in the text boxes. Hovertips provide hints about what to enter. Entitlement Template Name. Enter a name for the entitlement template. Start Date. Select the date from which the entitlement will be valid. End Date. Select the date until which the entitlement will be valid. Restrict based on entitlement terms. To restrict creating case when the entitlement term is over, select Yes. Otherwise, select No. SLA. Select an SLA record to associate the service levels or key performance indicators for the support you are providing with this entitlement. Under Entitlement Terms, specify the term details for the entitlement:  Allocation Type. Select whether the entitlement is for number of hours or number of cases. Decrease Remaining On. Select whether to decrease the remaining term on case creation or resolution. Total Term. Specify the total amount of support the customer is entitled to with respect to the allocation type. For example, if the allocation type is number of cases and you specify 100 in Total term, then the customer is entitled to support up to 100 cases. 5. Select Save. Add entitlement channels Use the Entitlement Channels section to define the channels your customers are entitled to, and track the customer support term for each channel separately. For example, to use phone and email as support channels, and restrict them to 80 and 20 hours respectively, create an entitlement channel for each of them. NOTE You must save the template record before you can add entitlement channels to the template.  1. In the Entitlement Channel section, select ... and select Add New Entitlement Template Channel. 2. Specify the total terms that you want to allot to the particular channel. The remaining term is auto-calculated and shows the total number of hours or cases remaining for the customer's entitlement. Associate a product with the entitlement template If you want the entitlement template to be applicable to specific products for an individual customer, associate a product to the template. 1. In the Search for records box, type the first few letters of the name of the product that you want to associate with the template. 2. While in the template record, in the Products section, select ... and select Add Existing Product. NOTE In the Customer Service app, you can also select to open the template form in the Form Editor in case you want to add additional sections to the form.  See also Create an entitlement to define the support terms for a customer  Analyze and share your data with Excel templates 8/24/2018 • 10 minutes to read • Edit Online  Applies to Dynamics 365 (online), version 9.x Applies to Dynamics 365 (online), version 8.x Excel provides powerful ways to analyze and present your Dynamics 365 data. With Excel templates, you can easily create and share your customized analysis with others in your organization. Use Excel templates for: Sales Forecasting Pipeline Management Leads Scoring Territory Planning And much more… You can try out the Excel templates included with Microsoft Dynamics 365 to get a quick view of what kind of analysis is possible.  TIP Check out the following video: Create documents directly from Dynamics CRM by using Word and Excel templates (2:38)  Create a new Excel template Following are the steps for creating an Excel template.  Step 1: Create a new template from existing data There are two places in Dynamics 365 where you can create an Excel template: From the Settings page. Go to Settings > Templates > Document Templates > New ( ). You must have sufficient permissions to access to the Settings page, such as System Administrator or System Customizer. From a list of records. For example, go to Sales > Opportunities > My Open Opportunities. On the menu bar, click Excel Templates > Create Excel Template.  The Create template from Dynamics 365 data page appears.  Select the data to include in the template  1. Click Excel Template. 2. Select an entity (record type) to include that entity's Dynamics 365 data. The views you can select in the next field depend on the entity you select. 3. Select a view. 4. Click Edit Columns to add, remove, and adjust properties for the columns to include in the template.  5. Click Download File to create the template file. WARNING You can also download a template containing no data except for the columns associated with the record type (entity) using Settings > Data Management > Templates for Data Import. For more information, see: Download a template for data import.  Step 2: Customize the data in Excel Open the newly-created template in Excel to customize the data.  Let's walk through a simple example of customizing an Excel template using Dynamics 365 sample data. Example customization of Opportunities data  1. Click Enable Editing to allow customization of the Excel spreadsheet. 2. Add a new column and name it "Expected Revenue".  3. Create a formula for expected revenue. Don't refer to cells using their addresses; define and use names instead.  4. Create a pivot table and chart. These and other demo steps will be explained in a future update to this topic. Place user-added content above or to the right of the existing data table. This prevents the content from being overwritten if you add new data in Dynamics 365 later and you create a new Excel template. For more information, see: Best practices and considerations for using Excel templates.  5. Save the spreadsheet. You're now ready to upload the Excel template into Dynamics 365. Step 3: Upload the template and share with others When you have your Excel template customized the way you want, you can upload it into Dynamics 365. Where you upload the template determines its availability. Dynamics 365 administrators can use the Settings page to upload the Excel template into Dynamics 365. A template uploaded in Settings is available to all users in your Dynamics 365 organization. For admins: Upload the Excel template into Dynamics 365  1. In Dynamics 365, go to Settings > Templates > Document Templates. 2. Click Upload Template. 3. Drag the Excel file into the dialog box or browse to find and upload the file.  4. Click Upload. Non-admin users can upload a template for their own use from a list of records. For non-admins or admins wanting to create a personal template: Upload the Excel template into Dynamics 365  1. In Dynamics 365, open a page with a list of records, for example, the list of Sales Opportunities. Go to Sales > Opportunities > My Open Opportunities. 2. On the menu bar, click Excel Templates > Create Excel Template. 3. Click Excel Template > Upload.  4. Drag the file into the dialog box or browse to find and upload the file. 5. Click Upload. Step 4: Choose who can use the new template Access to the newly-created Excel template depends on how you uploaded it, and on the access granted to the security role. Be sure to check out Use security roles to control access to templates. If you uploaded the template from the Settings page The Information page for the uploaded Excel template will look like this.  Templates uploaded from the Settings page are available to all users in your Dynamics 365 organization. You don't need to take any further action. If you uploaded the template from a list of records The Information page for the uploaded Excel template will look like this.  Templates uploaded from a list of records are available to the user who uploaded the template. To share the template with others, following these steps: 1. From the template Information page, click Share. 2. Use the Share personal document template page to share the Excel template with others and to set permissions.  Export and analyze data using the new template The process for using an Excel template looks like this.  Step 1: Select an entity to analyze In Dynamics 365, select an entity (record type) to analyze with the Excel template you created. For example, go to Sales > Opportunities > My Open Opportunities. Two new opportunities were added since the template was created.  Step 2: Export Dynamics 365 data using your new Excel template Choose the Excel template you created.  This template was created from the Settings page so it will appear on the menu under Excel Templates. If it had been created from a records list, it would appear under Personal Excel Templates. If you have Microsoft Excel Online, you can see the data in place in an Excel window in Dynamics 365. If not, or if you'd rather create the Excel file, click Download