Configuring Users and Teams (Chapter-8)

Chapter 8: Configuring Users and Teams
CHAPTER 8: CONFIGURING USERS AND TEAMS

Objectives
Actively participating during this lesson helps you:
• Create and maintain user accounts in Microsoft CRM.

• Create user accounts in Microsoft CRM using the User Manager
tool.
• Understand the characteristics of Microsoft CRM's user management
structure.
• Understand the role of the Restricted Access Mode option on
Microsoft CRM user accounts.
• Create and maintain teams of users in Microsoft CRM.
Overview
At this point in your implementation plan, Microsoft CRM is installed and your
organizational hierarchy and security roles defined. The next step in configuring
your organization is defining the users who access Microsoft CRM and the teams
that share Microsoft CRM data.
Defining user accounts starts during the implementation planning process.

During your Microsoft CRM planning, think about how the people who work for
the company are organized. This involves not only identifying who reports to
whom, but also includes informal relationships that support data sharing.
Defining the personnel structure for your organization includes the following
tasks:
• Adding user accounts within Active Directory

• Adding user accounts within each Microsoft CRM business unit
• Identifying each user's manager
• Identifying teams in which each user is a member
• Setting the Restricted Access Mode option on selected user accounts
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Microsoft CRM Installation and Configuration
Scenario
Fabrikam Inc. is a mid-sized manufacturer of various chain products. These
include oil field roller chain, precision roller chain, agricultural conveyor chain,
and engineering class chain. Although their customer base spans multiple
manufacturing industries, their target base includes manufacturers of agricultural
machinery. They run their manufacturing, distribution, and financial operations
on Microsoft Dynamics GP™. Fabrikam has recently purchased Microsoft CRM
to improve their Sales, Marketing, and Customer Service operations.
Problem
Fabrikam hired an implementation consultant to lead their Microsoft CRM 3.0
implementation. The company's project planning team performed a complete
needs analysis of the company culture, and the consultant analyzed and upgraded
the hardware and software environments and installed the Microsoft CRM 3.0
Server and Outlook client software.
The project planning team analyzed the following items during its organizational
review:
• The locations, departments, and divisions that plan to use Microsoft

CRM.
• The employees who will use Microsoft CRM.
• Each user's security needs relative to the default Microsoft CRM
security roles.
• The employees who work together in groups and require shared
access to related records and restricted access to selected views.
Goal
Now that Microsoft CRM is installed and the business units and security roles
have been configured, the consultant must create Microsoft CRM user accounts
for all the users at Fabrikam Inc. Additionally, teams of users must be configured
based on the planning data.
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Solution
The implementation consultant must perform the following tasks:
• Create a Microsoft CRM user account for every user who is defined
in the organization's Active Directory.
• Disable the non-Microsoft CRM user accounts; these will now be
visible to Web Browser clients who want to send them e-mail
messages through Microsoft CRM
• Enable the user accounts that access Microsoft CRM, and assign
them default security roles.
• Create the reporting structure of the licensed Microsoft CRM user
accounts by assigning a manager to each user record.
• Create Team records for each group of users who participate together
in various job functions.
• Assign corresponding user accounts to each team.
• Share the views that were identified as restricted views to
corresponding teams.
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User Management Overview

Microsoft CRM offers features for managing users that are flexible, yet secure,
and that simplify the process. However, depending on the size of your
organization, and considering the amount of turnover and internal transfers and
promotions, managing users and their access privileges can be a daily task.
Usually a system administrator is responsible for adding users, but a manager or

team lead can also do this task. When a reporting hierarchy changes, an
employee's user record can be updated by simply changing the manager's name.
If there is reorganization and whole departments change, the organization
hierarchy makes it easy to select several users, disassociate their relationship with
the current manager, and then create an association with the new manager.
Any member of your organization that uses Microsoft CRM must be assigned a
Microsoft CRM user account. Each Microsoft CRM user account includes a user
profile.
• When you create user records, add information in the user profile
that is essential to the organization; for example, full name, job title,
home address, e-mail address, and phone number.
• After users have been added to the system, they can manage non-
essential personal information themselves.
NOTE: All information entered in user records is available for all users of your
Microsoft CRM system to see. To preserve the integrity of the user data, security
privileges should be based on the individual's role in the organization and the type of
work he or she needs to do. For instance, a system administrator should create teams
and make organization changes, and a line supervisor or manager redefines only the
employee roles within his or her teams.
There are several reasons to establish a well thought-out user management

system. These include the following:
• Maintaining users in the correct business unit affects the

Microsoft CRM security model. Because security permissions are
based in part on user location, it is very important that users be
assigned to the appropriate business unit.
• Maintaining a manager on each user account supports Workflow
functionality. Workflow rules can automatically notify a user's
manager when specific conditions occur.
• Maintaining users on teams supports the sharing of information
across teams. Teams also let you restrict views to members of
selected teams.
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Active Directory integration

Microsoft CRM uses Active Directory for user authentication. When a Microsoft
CRM user logs into the network, the user's network login credentials are
authenticated in Active Directory. This eliminates any requirement to log on
again to use Microsoft CRM.
The user's Active Directory domain logon name is stored with the user's
Microsoft CRM user account. This supports authentication when the user
accesses Microsoft CRM. This concept is referred to as the principle of single
signon.
Creating and Maintaining User Accounts

The following steps are required to create a valid user account that can access
Microsoft CRM:
1. Add the user to Active Directory.

2. Add a new user account in Microsoft CRM.
3. Assign one or more security roles to the user.
4. Enable the user account (may be done automatically or manually).
FIGURE 8-1: CREATING A MICROSOFT CRM USER ACCOUNT
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Microsoft CRM provides two methods for creating new user accounts, each of
which is examined in greater detail later in this lesson:
• Through the User Manager Wizard (which can be found in

Deployment Manager)
• Through the Microsoft CRM application
Each method offers its own unique advantages. Pay attention to the
implementation stage for which each method is designed.
User Licenses
Microsoft CRM 3.0 automates the process of assigning user licenses to Microsoft
CRM user accounts.
• When a user account is created and user licenses are available, the
status of the user account is set to Enabled and the user is
automatically assigned a license.
• When a user account is created and there are no user licenses
available, the status of the user account is set to Disabled and no
license is assigned to the account. A disabled user cannot access
Microsoft CRM.
• When a disabled user is enabled, a user license is automatically
assigned to the account.
• When an enabled user is disabled, the user license is automatically
unassigned from the account and the user can no longer access
Microsoft CRM.
Restricted Access Mode option

Microsoft CRM 3.0 allows administrators to set a Restricted Access Mode option
on selected user accounts.
• Any user assigned this option can only access the Settings and
Customization functionality within Microsoft CRM.
• This allows an organization to create one or more user accounts that
can act as backup administrators with limited privileges. In the event
the user(s) assigned the System Administrator role is not available or
becomes incapacitated, a user with restricted access can perform any
required administrative functionality, such as assigning the System
Administrator role to another user.
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The features of the Restricted Access Mode option include the following:
• There is no limit on the number of user accounts that can be assigned

the Restricted Access Mode option.
• A user account with the Restricted Access Mode option set does not
consume a user license; user accounts with this option set are
provided free of charge because they are created for backup purposes
only.
– If the Restricted Access Mode option is set on an enabled user
account, Microsoft CRM automatically unassigns the account's
user license, which makes the license available to another user.
– If the Restricted Access Mode option is removed from a user
account, the user is automatically assigned a user license if one is
available; otherwise, the user account is disabled.
• Users assigned the Restricted Access Mode option can only access
the Settings and Customization functionality within Microsoft CRM.
• However, the privileges provided by a user's security role(s) also
determine whether a user assigned the Restricted Access Mode
option can even access Settings and Customizations.
– For example, if the user's role(s) does not provide access to
Customizations, then the user has access to Settings, but the
Customizations tab is not available to the user.
– The Restricted Access Mode option limits a user to the Settings
and Customization modules, but whether the user can access
those two modules is dependent upon their security role(s).
– Since a user assigned the Restricted Access Mode option is
typically a backup administrator account, it may be a best
practice to assign the System Administrator role to this account
to ensure it can access the Settings and Customization modules.
• The Restricted Access Mode option is automatically set on the user
account that runs the Microsoft CRM Server Setup program.
Be default, the user installing the Microsoft CRM Server is automatically added
as a user in Microsoft CRM and assigned the Restricted Access Mode option by
the Microsoft CRM Server Setup program. As part of the post installation
process you unassigned the Restricted Access Mode option from the installation
user account and created a backup administrator user account where you set this
option.
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There are several reasons why this step was included in the post-installation
checklist:
• Because the installation user is assigned the Restricted Access Mode

option, this user cannot test the system or perform any Microsoft
CRM tasks outside of the Settings and Customization areas.
• By removing this option from the installation user account, you have
a true System Administrator user account (the CRM Administrator)
with access to the entire Microsoft CRM application per the
privileges in the System Administrator role.
• By creating a new backup administrator account, you provided a
backup to the CRM system administrator with limited administrative
functionality provided by the Restricted Access Mode option.
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User Manager Wizard

The User Manager tool is a Microsoft Management Console (MMC) snap-in that
is located in the Deployment Manager application. The tool initiates a User
Manager Wizard that provides the following functionality:
• The wizard simplifies the process of adding new users into Microsoft
CRM by letting you create multiple user accounts at the same time.
• You select users to add from a list of Active Directory user accounts,
and the User Manager Wizard does the rest.
• For each user created, the User Manager Wizard determines whether
the user is enabled or disabled based on the available number of user
licenses.
– If a license is available, the wizard assigns the license and
enables the user account.
– If no licenses are available, the wizard sets the account status to
disabled.
FIGURE 8-2: USER MANAGER WIZARD FUNCTIONALITY
Using this tool requires that you add every Microsoft CRM user into Active
Directory first; it does not perform that step automatically. The wizard allows
you to select the users to add into Microsoft CRM from the following Active
Directory domains:
• Domains in the Forest (child and parent domains)

• Trusted Domains
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Selecting Users
Selecting users to add into Microsoft CRM is not just selecting every user from
Active Directory. The User Manager Wizard prompts you to select the following
information it assigns to the selected user accounts:
• Business unit
• Security role(s)
• Site
After making these selections, the wizard creates each user account in Microsoft
CRM and assigns to each the properties you selected.
How User Selection Criteria Affects Your Use of the Wizard
When you add your organization's users into Microsoft CRM, not all have the
same security role, site, and business unit. This affects how you use the wizard in
the following manner:
• You must run multiple iterations of the User Manager Wizard to

enter all the users into Microsoft CRM.
• Each run is for a different group of users.
• Each group of selected users must share the same role(s), site, and
business unit.
When is the Best Time to Use this Wizard?

The User Manager Wizard is designed to import multiple users at one time into
Microsoft CRM, which makes it an effective tool during the implementation
process. The wizard has the following characteristics:
• It is a bulk-import tool that is used strictly for creating new user

accounts in Microsoft CRM.
• You cannot maintain existing account information.
IMPORTANT: This tool creates licensed Microsoft CRM users only. Each new user
account is enabled, and in Microsoft CRM 3.0, an enabled user is assigned a user
license. If you plan to add non-Microsoft CRM user accounts into Microsoft CRM to
facilitate e-mailing those accounts from within Microsoft CRM, you cannot add non-
licensed users through the User Manager Wizard. The users must be added individually
in the Microsoft CRM application.
EXAMPLE: Adventure Works Cycle has five sales representatives in the Western
Region and seven representatives in the Eastern Region. Adding all 12 representatives
in one pass through the User Manager tool is not possible because they work for two
different business units. Adventure Works makes two passes through the User Manager
Tool; the first adds the five representatives in the Western Region, and the second
iteration creates the seven representatives in the Eastern Region.
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Procedure: Adding users with the User Manager Wizard

Every time you run the wizard, you must select one or more users to add to the
same business unit and site, and assigned the same role(s). Follow these steps to
add users with the User Manager wizard:
1. Add the users to Active Directory if you have not already done so.
2. From the Start menu, point to All Programs, then point to Microsoft
CRM, then click Deployment Manager.
3. In Deployment Manager, expand the User Manager node and then
right-click the organizational name where you want to add new
users.
4. Point to All Tasks, then click Create Microsoft CRM Users. This
starts the User Manager Wizard.
5. On the Welcome to the User Manager Wizard page, click Next.
6. On the Select Users page, select the users who you want to add to
Microsoft CRM, and click Next. If the domain name and user name
columns are blank, select the domain from the drop down list. To
select multiple users, hold the CTRL key while selecting users.
7. On the Select a Business Unit page, select the business unit to which
you want to add the users, and click Next.
8. On the Select Roles page, select the check boxes next to the roles
you want to give the users, and click Next.
9. On the Select a Site page, select the site to which the users are
assigned, and click Next.
10. On the Ready to Create Users page, review the settings, and click
Create to begin adding users.
11. On the Completing the User Manager Wizard page, click Finish.
NOTE: If you click Cancel while the User Manager wizard is creating user accounts,
the wizard does not roll back users who were created up to that point. Those user
accounts remain in Microsoft CRM.
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Microsoft CRM User Management

The second method of maintaining Microsoft CRM user account information is
through the Microsoft CRM application itself. Although the User Manager
wizard only lets you add user accounts, the user maintenance functionality within
Microsoft CRM lets you add and maintain user accounts.
Microsoft CRM provides the following user maintenance functionality:
• Create and maintain user accounts

• Assign security roles to users
• Set the Restricted Access Mode option
• Enable and disable users
• Assign users to business units
• Assign users to sites
• Identify managers for users
• Assign users to appropriate teams
As soon as users are added to Microsoft CRM, they can maintain their own user
account's non-essential information if their assigned security role(s) provide them
with update capability. However, the default non-management roles do not have
user update as a default feature.
Microsoft CRM Users and Microsoft CRM Inter-company

E-mail
In Microsoft CRM 3.0, a Microsoft CRM user can e-mail another user in the
organization, even if the recipient is a non-Microsoft CRM user. However, there
is one stipulation to this functionality, and that requirement depends upon which
Microsoft CRM client creates the e-mail message.
Microsoft CRM Client for Outlook Users
Microsoft CRM client for Outlook users can send inter-company e-mail
messages to both Microsoft CRM and non-Microsoft CRM users. Every user is
visible in the Outlook Address Book.
Web Browser Clients
Microsoft CRM users who use the Web Browser client to send inter-company e-
mail messages can only send them to Microsoft CRM users. Non-Microsoft
CRM users are not visible to the browser clients.
To send inter-company e-mail to non-Microsoft CRM users, create a user

account for them in Microsoft CRM. This does not mean that you must purchase
additional Microsoft CRM user licenses for these non-Microsoft CRM users.
Why? Because a web browser client can send e-mail messages to both disabled
and enabled Microsoft CRM users.
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You can add non-Microsoft CRM users into Microsoft CRM and disable their
Microsoft CRM user account. By disabling their Microsoft CRM user account, a
user license is not assigned to them, and yet they can receive inter-company e-
mail messages sent through Microsoft CRM by Microsoft CRM web browser
clients.
You can add non-Microsoft CRM users through the User Manager Wizard or
through Microsoft CRM. Each method offers its own advantages and
disadvantages.
• The User Manager Wizard. While you can add non-Microsoft

CRM users into Microsoft CRM through the User Manager Wizard,
do not forget that the wizard automatically assigns a license to each
user (assuming a license is still available). This means you must
disable each of these users in Microsoft CRM by selecting all non-
Microsoft CRM users in Microsoft CRM and then disabling them all
at once. Disabling the non-Microsoft CRM users unassigns their
Microsoft CRM user licenses.
• Microsoft CRM. Instead of the two-step process required when
using the User Manager Wizard, you can add all non-Microsoft
CRM users directly into Microsoft CRM as disabled users. This lets
you add the user account and disable it at the same time. The only
drawback to this method is that you must add each non-Microsoft
CRM user on an individual basis, which may be time consuming if
you have a large number of non-Microsoft CRM users.
If you have a large number of non-Microsoft CRM users, using the User
Manager Wizard is more expedient, even though it is a two-step process.
However, if you have a small number of users to enter, then entering them
directly into Microsoft CRM may be easier.
FIGURE 8-3: INTER-COMPANY E-MAIL AND MICROSOFT CRM USERS
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Procedure: Adding users in Microsoft CRM

In Microsoft CRM, you can add, change, disable, and enable user accounts. This
procedure examines how to add a user account in Microsoft CRM. This includes
the optional steps of disabling a user and assigning a security role.
Create the User Account
1. In the Navigation Pane, click Settings.

2. Under Settings, click Settings. Then, in the Settings area click
Business Unit Settings, and then click Users.
3. On the Actions toolbar, click New.
4. On the General tab, enter information or observe any noted
restrictions or requirements as needed:
– Domain Logon Name
In this field, enter the Microsoft CRM domain name and logon
name for the user. The Domain Logon Name must match the
name in Active Directory.
– First Name
If you enter a first name, it can only be a name with a length of
50 characters or less. This is a required field for a user record.
– Last Name
You must enter a name with a length of 50 characters or less.
– Business Unit
Click Lookup button to search for and select a business unit. By
default, Microsoft CRM selects the root business unit for this
field.
– Select the Restricted Access Mode check box to configure the
user as someone with limited access to Microsoft CRM.
Users with this level of access are not included in the
organization's total license count. There is no limit to the number
of people who can be assigned this option. It does not change the
privileges otherwise assigned to the user, but the license is
restricted. For example, a system administrator with the
Restricted Access Mode permission can access only the Settings
and Customizations areas. This option can also be used for those
who might need to be in the organization's service schedule, but
who do not otherwise use Microsoft CRM.
5. On the Addresses tab, enter all the information you have available
for addresses. In the following box, observe any noted restrictions or
requirements:
– ZIP/Postal Code
You must enter a code of 20 characters or less.
6. Click Save or Save and Close.
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IMPORTANT: The value entered in the Domain Logon Name should be the same
logon name assigned to the user in Active Directory. Microsoft CRM uses this logon
name to authenticate the user against Active Directory. An error occurs if the logon
name cannot be matched to a user account in Active Directory.
NOTE: To assign a role to the user account, click Save to save your changes and
continue working in this account.
Assign a Security Role

After you save the user account, you must assign the user a security role if the
user is an active Microsoft CRM user. An enabled, or licensed, user cannot
access the system without a security role.
NOTE: Skip this step if you are entering non-Microsoft CRM users so that you can e-
mail them from within web browser clients.
1. After clicking Save to save the user account in the prior step, the
Teams and Roles options appear on the side tabs.
2. Click the Roles tab to add a security role to the user account.
3. Click Manage Roles on the Action bar.
4. When the Manage User Roles window opens, select the appropriate
role(s) for the user. Click OK.
5. Click Save, or Save and Close to save the User Record.
NOTE: Every user must have at least one role to access the system.
Enabling and Disabling Users

Each Microsoft CRM user account has a state of either enabled or disabled.
Note the following when enabling and disabling users:
• Each new user is automatically enabled at the time it is created.

• Only enabled users can log on to Microsoft CRM.
• Each enabled user is automatically assigned a user license.
• When enabled users are disabled, their user license is unassigned
from their account and they can no longer access Microsoft CRM.
• User account information for disabled users is preserved for
historical purposes, and the disabled user is removed from workflow
processes.
• You cannot delete users in Microsoft CRM.
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Procedure: Enabling and Disabling User Accounts

Business Unit Settings, and then click Users.
3. Activate or deactivate a user record.
– Activate a user record
o In the View list, select Disabled Users.
o In the list of users, select the user records that you want to
activate.
o On the More Actions menu, click Enable to activate the
selected user records.
o In the confirmation message, click OK.
– Deactivate a user record.

o In the list of users, select the user records that you want to
dectivate.
o On the More Actions menu, click Disable to deactivate the
selected user records.
o In the confirmation message, click OK.
Assigning a Manager to a User Account

A manager is a Microsoft CRM user with one or more direct reports. You are not
required to enter a manager for each Microsoft CRM user account. However, this
information can play an integral role in reporting, workflow, and other Microsoft
CRM-related functionality.
EXAMPLE: A support request was called into Adventure Works Cycle by the account,
Scooter and Bike Shop. Adventure Works has a standing policy that if a support call is
not resolved within two hours, the Customer Service Representative's manager is
notified that no action has been taken on the request. Similar activities can be created
because you do not have timely follow-up to new leads, opportunities, and accounts.
Changing the manager's name on a user profile disassociates the relationship with
the current manager and creates an association with the new manager. If your
company experiences a reorganization and direct reporting relationships change,
you can make multiple hierarchical changes at the same time by selecting several
users on the Users list view and performing a single Change Manager action.
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Assigning a Manager
There are several rules to follow to successfully assign a manager to a user's
account. These include the following:
• The manager must belong to either the user's business unit or to one
of the business units that parent the user's business unit.
• The manager cannot be assigned to a business unit that is a child of
the user's business unit.
• The manager cannot be assigned to a business unit that is not in the
direct chain above the user's business unit.
EXAMPLE: Following Adventure Works recent reorganization, Douglas Hite is

scheduled to be assigned a new manager. Douglas works for the Central Region office.
In this case, Douglas' manager can belong to the Central Region or to any of the
business units directly above it. This direct chain of business units to which Douglas'
manager can belong is displayed in Figure 8-4. Douglas' manager cannot belong to
any of the other business units, since they are not in the direct line of parent business
units above Central Region.
FIGURE 8-4: EXAMPLE OF MANAGERIAL BUSINESS UNIT HIERARCHY
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Procedure: Assigning/Changing a Manager on a User Account

You can assign or change a manager for one or more user accounts at the same
time. The process is almost identical to enabling and disabling one or more user
accounts that was covered earlier.

Business Unit Settings, and click Users.
3. Change the manager for one or more users.
a. In the list of users, select the user records that you want to
change.
b. On the More Actions menu, click Change Manager.
c. In the Change Manager dialog box, click the Lookup icon to
view the list of user accounts.
d. Click the user who will be the new manager. Click OK.
c. In the Change Manager dialog box, click OK.
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Lab 8.1 − Managing User Accounts

Company: Adventure Works Cycle Corporation
Introduction
This lab requires you to add and maintain Microsoft CRM user accounts. Use the
information in the Scenario and Goal Description in the instructions.
See the Introduction to Training chapter for information about the two levels of
lab instruction and the lab solution in Appendix B.
Scenario
Adventure Works Cycle is implementing Microsoft CRM. As Technical
Consultant, you are charged with configuring the system to meet the company's
needs. The project team decided to implement a phased roll-out of Microsoft
CRM 3.0. Besides the original users who were added to Microsoft CRM during
the setup process, the first phase of the roll-out distributes the system to six
additional users for a short pilot project.
NOTE: For training purposes, the original users were the ones added during the demo
data load process. See the lesson on Microsoft CRM Server Setup.
The goals of the project are to determine the types of customization options the
business requires and gain internal support before the final roll-out. This user
group is expected to provide feedback on the system and help in training during
the final rollout.
Goal Description
Now that you have configured Adventure Works' business units, sites, and
security roles, your next task is to configure the user accounts of the six pilot
project team members. You should use both the User Manager tool and
Microsoft CRM to add these users. Your goal during the pilot project is to
become familiar with the processes that are required by each method. Therefore,
when Microsoft CRM goes live across the organization, you are able to add the
users in the most efficient manner possible.
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The following members of the pilot project team must be entered into Microsoft
CRM:
Salutation First Middle Last Logon Site Job Title Business

Name Name Name Name Unit
Ms. Megan M. Sherman megan Dallas Salesperson Central
Region
Mr. Toby NULL Nixon toby Seattle Customer Customer
Service Support
Representative
Ms. Cynthia NULL Randall cynthia Seattle Customer Customer
Service Support
Representative
Mr. Mark R. Harrington mark Seattle CSR Manager Customer
Support
Mr. Randy A. Reeves randy Los Sales Manager Western
Angeles Region
Ms. Gabriele NULL Cannata gabriele Fargo Vice President Channel
of Sales Sales and
Marketing
TABLE 8-1: LAB 8.1 NEW USERS
NOTE: For training purposes, each of these user accounts has already been added into
Active Directory for you in your VPC image. You need to add the accounts into
Microsoft CRM. The password assigned to each account in Active Directory is
Pa$$w0rd.
IMPORTANT: The default security policy for Domain Controllers only allows users
who are members of the Domain Admins group to log on to the server. In the
classroom training environment, our Microsoft CRM Server is also our domain
controller. This means that by default each sample data user would have to be a
domain administrator to log on and perform the labs in this course. Because we do not
want to make each user a domain administrator, we have adjusted this security policy
so that any user can log into the domain controller.
THIS IS NOT A STANDARD SECURITY BEST PRACTICE. We have only

instituted this policy change because of the environment of our Microsoft CRM
deployment in our Virtual PC image.
After reviewing the chart provided by the management team, you decide to group
the six pilot project users together by business units, sites, and then by job roles.
Three of the users, Toby Nixon, Cynthia Randall, and Mark Harrington are part
of the Customer Support business unit, and are located in the Seattle site. Toby
and Cynthia have similar job responsibilities. Three other users, Randy Reeves,
Megan Sherman, and Gabriele Cannata, are not part of the same business unit or
site.
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After careful consideration, you decide to enter Toby, Cynthia, and Gabriele's
user information using the User Manager Wizard. Mark, Randy, and Megan's
user accounts will be created within the Microsoft CRM application.
Challenge Yourself!
Instructions
Using the information provided in the scenario, add the six pilot project users
into Microsoft CRM:
1. Make sure you are logged in as the CRM Administrator user

account.
2. Create user accounts for Toby, Cynthia, and Gabriele using the User
Manager Wizard.
NOTE: For training purposes, each of these user accounts has been added into Active
Directory for you in your VPC image. Add the accounts into Microsoft CRM.
3. Create user accounts for Mark, Randy, and Megan using the
Microsoft CRM application.
4. Test your work by logging into Microsoft CRM as one of these users
to make sure he/she can access Microsoft CRM.
5. After you have added the users into Microsoft CRM, you are
approached by Adventure Works' management and instructed to
perform the following tasks:
a. Assign Mark Harrington as Toby and Cynthia's manager.
b. Disable Gabriele Cannata's user account. To verify that she can
no longer access Microsoft CRM, log on as Gabriele and try to
access Microsoft CRM.
Need a Little Help?

Instructions
1. Make sure you are logged in as the CRM Administrator on the Install
Server image.
NOTE: For training purposes, each of these user accounts has been added into Active
Directory for you in your VPC image. You need to add the accounts into Microsoft
CRM.
2. Open the Deployment Manager and start the User Manager Wizard.
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3. As you can see from the chart, Cynthia Randall and Toby Nixon both
belong to the Customer Support business unit and the Dallas site, and
both will be assigned the Customer Service Representative role and
the Seattle site. Therefore, they can be added in the same pass
through the User Manager wizard.
However, because Gabriele Cannata belongs to a different business
unit and has a different role and site, you must make a second pass
through the User Manager wizard to add Gabriele.
NOTE: For additional help on how to use the User Manager wizard, see the
instructions on page 311.
a. In your first pass through the User Manager wizard, select

Cynthia Randall and Toby Nixon from the User list.
b. Assign Cynthia and Toby to the Customer Support business unit.
c. Select the Customer Service Representative role for both users.
d. Assign them to the Seattle site.
e. Repeat the process for Gabriele, who will be assigned to the
Channel Sales and Marketing business unit. Gabriele is also
assigned to the Fargo site, and assign her the Vice President of
Sales role.
4. Test one of the new Microsoft CRM user accounts by logging off the
system and logging in as Toby Nixon. Start Microsoft CRM by
double-clicking on the shortcut on your desktop. After verifying you
can log on as Toby and access Microsoft CRM, log back off, and log
back in as the CRM Administrator.
5. Create Microsoft CRM user accounts for Mark Harrington, Randy
Reeves, and Megan Sherman. Add these users in Microsoft CRM
and assign each the information relating to their account in the earlier
chart.
NOTE: For more help on adding users in Microsoft CRM, see the instructions on page
314.
6. After creating a user account for Mark Harrington, assign him as the
manager on Toby and Cynthia's user account.
For help on assigning and changing a manager to one or more user
accounts, refer to the instructions on page 318.
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7. After adding the users into Microsoft CRM, you are approached by
Adventure Works' management and instructed to disable Gabriele
Cannata's user account.
For help on disabling a user account, refer to the instructions on page
316.
8. To verify that Gabriele can no longer access Microsoft CRM, log off
as the CRM Administrator, log back in as Gabriele, and try to access
Microsoft CRM.
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Team Management
A team is a group of users who share and collaborate on accounts and work
projects. Teams are typically created by a system administrator or by a user with
the appropriate team management permissions. The advantage of using teams in
Microsoft CRM includes the following:
• Information can be shared more quickly with a group of users instead

of sharing the information with each member of the group.
• Selected views can be restricted to the members of a team.
Understanding Teams
Become familiar with the following guidelines concerning team management:
• Each team must be associated with one business unit.

• Even though a team is associated with a particular business unit, its
members can include users who are assigned to any business unit.
• Users can be associated with more than one team.
• Users can be added to and removed from teams.
• Teams cannot be deleted or disabled.
• Teams cannot own records, although records can be shared with a
team.
• Sharing a record with a team implicitly shares the record with each
member of the team.
FIGURE 8-5: TEAMS
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When creating teams and defining their membership, remember that each team's
primary purpose is to facilitate sharing of information among its members. If you
are continually sharing certain records with same group of users, create a team of
users and share future records with the team.
There are four main operations related to team management:
• Creating teams
• Adding users to teams
• Sharing records with teams
• Sharing views with teams
EXAMPLE: Patricia San Juan, Adventure Works' Sales & Marketing Manager, wants
to share certain Opportunity and Lead records with the other members of the Sales
Division. Patricia can create a team named "Sales Team" and then share each record
only once − with the Sales Team −instead of sharing each record with every individual
user. Once users are added to the "Sales Team" Patricia can share each record with
the team and assign the team read access to each record.
Creating a Team and Assigning it Members

After creating a team record, add users to the team in one of two ways:
• At the time you create the team record, you can select each of the
users that will be members of the team.
• When you are adding or updating an individual user account in
Microsoft CRM, you can select each of the teams in which that user
is a member.
Procedure: Creating a Team Record

Business Unit Settings, and then click Teams.
3. On the Actions toolbar, click New.
4. On the General tab, enter information or observe any noted
restrictions or requirement as needed:
– Team Name
In this field, type a unique name that describes the team's
purpose, business focus, location, or other meaningful
characteristic.
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– Business Unit
Click Lookup button to search for and select a business unit. By
default, Microsoft CRM selects the root business unit, the top-
level business unit based on the organization name entered
during the installation.
5. Click Save or Save and Close.
NOTE: Once you click the Save button, the Members tab appears. This enables you to
add users to the team.
Procedure: Adding One or More Users to a Team

This procedure is a continuation of the prior procedure where you created a team.
After clicking Save, proceed with the following steps to add users to the team:
1. Click the Members tab. This form provides the ability to add
multiple users to the team at one time.
2. From the Team Member form, click the Add Members button on the
Action bar to add users to the team.
3. In the Lookup Records form, select all users from the Available
Records list who will be a part of the team. Move them to the
Selected Records list by clicking the right arrow button.
4. Click OK. The selected members appear in the Members list for the
team.
5. Click Save and Close.
Procedure: Adding One or More Teams to a User Account
The second method of adding members to a team is by simultaneously adding a
single user to one or more teams.
EXAMPLE: Stefan DelMarco is the Customer Support Manager. He needs access to

any records that are shared with the Customer Service Representatives team, as well as
the Managers team. Instead of adding his user account to each team individually, the
System Administrator assigns his user account to both teams at the same time.
1. On the Home page, click the Settings side tab. Click Business
Settings and click Users.
2. Double-click on the user record you want to assign to one or
more teams. This opens the user account record.
3. Click the Teams tab and click Join Teams on the
Action bar.
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4. From the Available Records list, select the teams to which the user
will be assigned. Move them to the Selected Records list. Click OK
to close the Lookup window.
5. The teams to which the user has been assigned now appear in the
Team form. Click Save or Save and Close to save the changes to the
user account.
Sharing Records with Teams

The primary advantage of using teams is the ability they provide to share records
with multiple users at the same time. Anyone who has Share privileges can share
records with any user or team.
Procedure: Sharing Records with Teams
1. In the Navigation Pane, click the area that you want, such as
Workplace, Sales, Marketing, or Service. Note that all areas might
not be available to you.
2. In the Navigation Pane, click the record type that you want.
3. In the list of records, select the record that you want.
4. On the Actions toolbar, click More Actions, and then click Sharing.
5. In the Who would you like to share the selected account with dialog
box, under Common Tasks, click Add User/Team.
6. In the Look Up Records dialog box, in the Look for list, select the
type of record you want to find.
7. In the Look for field, type the first few letters of the name of the
record to narrow your search, and then click Find.
8. In the list of available records, click a user or team to select it, and
then click >> to add the user or team to the Selected Records list.
9. Repeat step 8 to add more users or teams.
10. Click OK.
11. In the Who would you like to share the selected account with dialog
box, select the type of share access that you want. The available
permissions are: Read, Write, Delete, Append, Assign, or Share.
12. Click OK.
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Sharing Views with Teams

Another advantage of using teams is the ability to restrict selected views to team
members. In this sense, the term "sharing a view" is actually a bit of a misnomer:
• The act of "sharing" really restricts a view to the members of the

teams to which the view is shared.
• Sharing a view takes a "public" view that is available to all Microsoft
CRM users and converts it to a "private" view that is accessible only
to the members of the shared teams.
NOTE: There is one exception to the sharing rule. Any user that is assigned the System
Administrator role will have access to ALL views − even those shared with a team(s) in
which he or she is not a member.
EXMAPLE: Gabriele Cannata, Adventure Works' Vice President of Sales, has

determined that she needs a new view that displays all opportunities with an estimated
revenue value that exceed one million dollars. Because of the sensitive nature of this
information, Gabriele only wants this view available for herself and each of the
regional sales managers. Gabriele accomplishes this by performing the following steps:
- She creates a new team titled Sales Management.
- She adds herself and each of the regional sales managers as the team
members.
- She creates the new view of all Opportunities that exceed one million dollars.
- She shares this new view with the Sales Management team.
Procedure: Sharing a View with a Team
1. In the Navigation Pane, click Settings, click Customization, and

then click Customize Entities.
2. Open the entity for which you want to create a new view or edit an
existing view, and then under Details, click Forms and Views. If
Forms and Views doesn't appear, you cannot add or edit views for
the entity you selected.
3. To edit a view, open the view.
a. On the Actions menu, click Sharing.
b. In the Common Tasks area, click Add Team, select the teams
who need access to this view, click OK, and then click OK
again.
4. Click Save and Close to close the view.
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Procedure: Changing a Private View to a Public View

By default, once a View is shared with a team(s), it is no longer available for
public viewing. If a view needs to be made public again, the share can be
removed so any user can access the view. To remove sharing for a view, perform
the following actions:
1. In the Navigation Pane, click Settings, click Customization, and

then click Customize Entities.
2. Open the entity for which you want to create a new view or edit an
existing view, and then under Details, click Forms and Views.
3. In the View list, click Private Views.
4. To edit a view, open the view.
5. On the Actions menu, click Sharing.
6. In the Common Tasks area, you have two choices.
– Remove Selected Team(s). If you want to keep a view private
but remove one or more teams from the share list, select the
teams, click Remove Selected Teams, and click OK. If you
selected all the teams on the share list, you receive a warning
indicating that you have selected not to share this view with any
teams. This causes the view to become public.
– Make Public. If you want to make a private view public again
and available to all teams, click Make Public, and click OK.
7. Click Save and Close to close the view.
Page 329
Lab 8.2 − Managing Teams

Company: Adventure Works Cycle Corporation
Introduction
This lab requires you to create teams in Microsoft CRM, assign members to those
teams, and share records and views with those teams. Use the information in the
Scenario and Goal Description in the instructions.
See the Introduction to Training chapter for information about the two levels of
lab instruction and the lab solution in Appendix B.
Scenario
Adventure Works Cycle is implementing Microsoft CRM. As Technical
Consultant, you are charged with configuring the system to meet the company's
needs. The project team decided to go with a phased roll-out of Microsoft CRM
3.0. The first phase of the roll-out distributes the system to six users for a short
pilot project.
The goals of the project are to determine the types of customization options the
business requires and gain internal support before the final roll-out. This user
group is expected to provide feedback on the system and assist in training during
the final rollout.
Goal Description
Adventure Works Cycle promotes team selling and team customer support. Two
management team members, Stefan Del Marco and Patricia San Juan, have
approached you and asked that you set up the following teams to support the pilot
project:
Team Name Business Unit Team Members

OEM Support OEM Support Roger Van Houten
Representatives Stefan Del Marco
Field Sales Channel Field Sales Patricia San Juan
Representatives Alan Jackson
Gail Erickson
Managers Adventure Works Cycle Stefan Del Marco
Patricia San Juan
TABLE 8-2: LAB 8.2 TEAMS AND TEAM MEMBERS
You have also been instructed to share the Leads view titled "Leads: No
campaign Activities sent" with the Field Sales Representatives team.
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To test the data sharing functionality, you should create a new account for the
Custom Bicycle Store. Use the following information for the new account:
Custom Bicycle Store

2354 Walnut Ave
Mansfield, Texas 76063
(817) 555-1212
Annual Revenue = $590,000
12 Employees
Challenge Yourself!
Instructions
1. Make sure you are logged in as the CRM Administrator on the Install
Server image. Open Microsoft CRM by double-clicking the shortcut
on your desktop.
2. Follow the instructions in the Goal Description to create the
requested teams and assign the respective team members to each
team.
3. Randy Reeves later approaches you and asks that you add him to the
Field Sales Representatives team.
4. Create the new account defined in the Goal Description. Share the
account with the Fields Sales Representatives team and assign them
Read, Write, and Append privileges.
5. Log in as Patricia San Juan and test the sharing privileges. See if
Patricia can view the new account. Then select the account and
attempt to delete it. What happens and why?
6. Log back in as the CRM Administrator.

7. Then share the Leads view titled "Leads: No campaign Activities
sent" with the Field Sales Representatives team.
8. Log on as Stefan Del Marco, who is not a member of the Field Sales
Representative team, to make sure he cannot access the view. Then
log on as Patricia San Juan to verify that she can access the view.
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Need a Little Help?

Instructions
1. Make sure you are logged in as the CRM Administrator user

account. If necessary, open Microsoft CRM by double-clicking the
shortcut on your desktop.
2. Create each of the teams that appear in the chart in the Goal
Description and assign the respective team members to each team.
For more information on how to create teams, see the section titled
Procedure: Creating a Team Record on page 326. For instruction on
how to add users to a team, see the section titled Procedure: Adding
One or More Users to a Team.
3. Randy Reeves later asks you to assign him to the Field Sales
Representatives team. Assign Randy to this team. For instruction on
how to add one or more teams to a user's account, see the section
titled Procedure: Adding One or More Teams to a User Account on
page 326.
4. Create the new account defined in the Goal Description.
5. Share the account with the Fields Sales Representatives team and
assign the team Read, Write, and Append privileges. For more
information on sharing records, see the section titled Procedure:
Sharing Records with Teams on page 327.
6. Log off as the CRM Administrator and log on as Patricia San Juan to
test the sharing privileges. See if Patricia can view the new account.
Then attempt to delete the account. What happens and why?
7. Log off as Patricia and log back on as the CRM Administrator. Open
Microsoft CRM.
8. Share the Leads view titled "Leads: No campaign Activities sent"
with the Field Sales Representatives team. For more information on
sharing views, see the section titled Procedure: Sharing a View with
a Team on page 328.
9. Log on as Stefan Del Marco, who is not a member of the Field Sales
Representative team, to make sure he cannot access the view.
10. Then log on as Patricia San Juan who is a member of the Field Sales
Representative team, to verify she can access the view.
Page 332
Summary
This lesson reviewed Microsoft CRM users and teams. Specifically, it examined
how to:
• Add users into Microsoft CRM via the User Manager Wizard
• Add and maintain users via Microsoft CRM
• Define the personnel hierarchy via user managers
• Assign the Restricted Access Mode option
• Create teams of users
• Share views with a team
Best Practices
Consider the following best practices and key user management functionality
when planning and maintaining your personnel structure in Microsoft CRM:
1. All users must be added to Active Directory before they can be

added to Microsoft CRM.
2. Enable users are licensed users. Disabled users are non-licensed
users.
3. If your organization has Web Browser clients that require the ability
to send e-mails through Microsoft CRM to non-Microsoft CRM
users, then add the non-Microsoft CRM users into Microsoft CRM as
disabled Microsoft CRM user accounts. By disabling the non-
Microsoft CRM user accounts, no Microsoft CRM user licenses are
consumed.
4. When adding users via the User Manager wizard, group users
based on the exact same business unit, security role(s), and site.
5. Use the User Manager wizard to enter all new Microsoft CRM
users during the implementation cycle. The User Manager wizard is
designed for the initial bulk load of users; it cannot perform
maintenance on existing Microsoft CRM user accounts.
6. The value entered in the user's Domain Logon Name should be the
exact same logon name assigned to user in the Active Directory.
Microsoft CRM uses the logon name to authenticate each new user
against Active Directory.
7. The install user is automatically assigned the Restricted Access
Mode option. Unassign this option and create a backup
administrator account in which this option is set. These steps were
included in the Microsoft CRM Post-Installation Checklist.
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Test Your Knowledge − Configuring Your Organization
1. What are the two methods that create users in Microsoft CRM?
2. What are the four steps to properly add a user into Microsoft CRM?
3. True or False. Users can be deleted in Microsoft CRM.
4. True or False. The System Administrator must assign a user license

to a Microsoft CRM user account before that user can access
Microsoft CRM.
5. Name two reasons for creating Teams in Microsoft CRM?
6. True or False. Teams can be reassigned to different business units.
Page 334
7. Fill in the blanks. ____________ a view takes a _________ view

that is available to all Microsoft CRM users and converts it to a
_________ view that is accessible only to the members of the shared
__________.
8. Which of the following are valid statements regarding the Restricted

Access Mode option? Select all that apply.
a. Each user account that has the Restricted Access Mode option
set counts against the organization's total license count.
b. There is no limit on the number of user accounts that can be
assigned the Restricted Access Mode option.
c. You must manually unassign the user license of any user that is
assigned the Restricted Access Mode option.
d. If the Restricted Access Mode option is removed from a user
account, the user is automatically assigned a user license.
9. When adding users via the User Manager Wizard, what are the three
pieces of information that you provide that will be assigned to each
selected user?
10. Which of the following statements are true regarding the assignment
of a manager to a user's account?
a. The manager must belong to either the user's business unit or to
one of the business units that parent the user's business unit.
b. The manager cannot be assigned to a business unit that is a child
of the user's business unit.
c. The manager cannot be assigned to a business unit that is not in
the direct chain above the user's business unit.
d. a and c only
e. All of the above
Page 335
Quick Interaction: Lessons Learned

Take a moment and write down three Key Points you learned in this chapter:
1.
2.
3.
Page 336

Configuring Users and Teams (Chapter-8)

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Chapter 8: Configuring Users and Teams

CHAPTER 8: CONFIGURING USERS AND TEAMS

• Create and maintain user accounts in Microsoft CRM.

Defining user accounts starts during the implementation planning process.

• Adding user accounts within Active Directory

• The locations, departments, and divisions that plan to use Microsoft

User Management Overview

Usually a system administrator is responsible for adding users, but a manager or

There are several reasons to establish a well thought-out user management

• Maintaining users in the correct business unit affects the

Active Directory integration

Creating and Maintaining User Accounts

1. Add the user to Active Directory.

FIGURE 8-1: CREATING A MICROSOFT CRM USER ACCOUNT

• Through the User Manager Wizard (which can be found in

Restricted Access Mode option

• There is no limit on the number of user accounts that can be assigned

• Because the installation user is assigned the Restricted Access Mode

User Manager Wizard

FIGURE 8-2: USER MANAGER WIZARD FUNCTIONALITY

• Domains in the Forest (child and parent domains)

• You must run multiple iterations of the User Manager Wizard to

When is the Best Time to Use this Wizard?

• It is a bulk-import tool that is used strictly for creating new user

Procedure: Adding users with the User Manager Wizard

Microsoft CRM User Management

Microsoft CRM provides the following user maintenance functionality:

• Create and maintain user accounts

Microsoft CRM Users and Microsoft CRM Inter-company

To send inter-company e-mail to non-Microsoft CRM users, create a user

• The User Manager Wizard. While you can add non-Microsoft

FIGURE 8-3: INTER-COMPANY E-MAIL AND MICROSOFT CRM USERS

Procedure: Adding users in Microsoft CRM

1. In the Navigation Pane, click Settings.

6. Click Save or Save and Close.

Assign a Security Role

Enabling and Disabling Users

Note the following when enabling and disabling users:

• Each new user is automatically enabled at the time it is created.

Procedure: Enabling and Disabling User Accounts

1. In the Navigation Pane, click Settings.

– Deactivate a user record.

Assigning a Manager to a User Account

EXAMPLE: Following Adventure Works recent reorganization, Douglas Hite is

FIGURE 8-4: EXAMPLE OF MANAGERIAL BUSINESS UNIT HIERARCHY

Procedure: Assigning/Changing a Manager on a User Account

1. In the Navigation Pane, click Settings.

Lab 8.1 − Managing User Accounts

Salutation First Middle Last Logon Site Job Title Business

THIS IS NOT A STANDARD SECURITY BEST PRACTICE. We have only

1. Make sure you are logged in as the CRM Administrator user

Need a Little Help?

a. In your first pass through the User Manager wizard, select

• Information can be shared more quickly with a group of users instead

• Each team must be associated with one business unit.

FIGURE 8-5: TEAMS

There are four main operations related to team management:

Creating a Team and Assigning it Members

Procedure: Creating a Team Record

1. In the Navigation Pane, click Settings.

5. Click Save or Save and Close.

Procedure: Adding One or More Users to a Team

7. Fill in the blanks. ____ a view takes a _ view