Set up CRM for phones

 

Applies To: Dynamics CRM 2013

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

In addition, be sure to review the information in CRM for phones: Set up and use.

Requirements for CRM for phones

For online organizations, Microsoft Dynamics CRM Online Fall ‘13 is required.

For on-premises organizations, Microsoft Dynamics CRM 2013 is required. Organizations that are using earlier versions of on-premises editions of CRM will need to upgrade. Microsoft Dynamics CRM 2013 on-premises deployments require an Internet-facing deployment (IFD) for users to access their data on their phones.

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

Note

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

Microsoft Dynamics CRM supports popular versions of Windows Phone 8, Apple iPhone, and Android smartphones. For specific devices that are supported, see Mobile phone support for Microsoft Dynamics CRM 2013.

Required permissions

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

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

• CEO-Business Manager

• Salesperson

• Sales Manager

• Vice President of Sales

• System Administrator

• System Customizer

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

About CRM for phones authentication

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

Microsoft Dynamics CRM Online

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

Microsoft Dynamics CRM 2013 (on-premises version)

CRM for phones connections to Microsoft Dynamics CRM 2013 require an Internet-facing deployment.

Supported languages

For languages supported in CRM for phones, see CRM phone app language support.

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

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

• User language = Japanese

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

• Browser language = English (Set in browser)

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

Note

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

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

We’re sorry

The language installed on your company’s system isn’t available on the app.

Please contact your system administrator to set up a supported language.

What admins need to do

Enable CRM for phones

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

1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM.

   Check your security role

   • Follow the steps in View your user profile.

   • Don’t have the correct permissions? Contact your system administrator.

2. Follow the steps for the app you’re using.

   If using the CRM web application

   1. On the nav bar, click or tap Microsoft Dynamics CRM > Settings. 

      Settings appears on the nav bar.

   2. Click or tap Settings > Customizations.

   If using CRM for Outlook

   1. In the navigation pane, expand your organization if necessary, and then select Settings > Customizations.

3. In the Customization window, click or tap Customize the System.

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

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

6. On the Actions toolbar, click or tap Save.

   

Disable CRM for phones

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

Disable CRM for phones for an entity

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

1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM.

   Check your security role

   • Follow the steps in View your user profile.

   • Don’t have the correct permissions? Contact your system administrator.

2. Follow the steps for the app you’re using.

   If using the CRM web application

   1. On the nav bar, click or tap Microsoft Dynamics CRM > Settings. 

      Settings appears on the nav bar.

   2. Click or tap Settings > Customizations.

   If using CRM for Outlook

   1. In the navigation pane, expand your organization if necessary, and then select Settings > Customizations.

3. In the Customization window, click or tap Customize the System.

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

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

6. On the Actions toolbar, click or tap Save.

   

Disable CRM for phones privilege

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

1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM.

   Check your security role

   • Follow the steps in View your user profile.

   • Don’t have the correct permissions? Contact your system administrator.

2. Follow the steps for the app you’re using.

   If using the CRM web application

   1. On the nav bar, click or tap Microsoft Dynamics CRM > Settings. 

      Settings appears on the nav bar.

   2. Click or tap Settings > Administration.

   If using CRM for Outlook

   1. In the navigation pane, expand your organization if necessary, and then select Settings > Administration.

3. In the Administration window, click or tap Security Roles.

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

5. Select the Business Management tab.

6. Under Miscellaneous Privileges, clear CRM for phones.

   

7. On the Actions toolbar, click or tap Save and Close.

Customize forms

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

1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM.

   Check your security role

   • Follow the steps in View your user profile.

   • Don’t have the correct permissions? Contact your system administrator.

2. Follow the steps for the app you’re using.

   If using the CRM web application

   1. On the nav bar, click or tap Microsoft Dynamics CRM > Settings. 

      Settings appears on the nav bar.

   2. Click or tap Settings > Customizations.

   If using CRM for Outlook

   1. In the navigation pane, expand your organization if necessary, and then select Settings > Customizations.

3. In the Customization window, click or tap Customize the System.

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

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

6. On the Actions toolbar, click or tap Save and Close.

Note

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

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

Installing CRM for phones

What users need to do

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

Tip

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

Entities and CRM for phones

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

Entities available by default

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

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

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

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

Entity Name	Create	Read	Edit	Delete
Account	Yes	Yes	Yes	Yes
Appointment	Yes	Yes	Yes	Yes
Campaign	No	Yes	Yes	No
Case	Yes	Yes	Yes	Yes
Contact	Yes	Yes	Yes	Yes
Currency	No	Yes	No	No
Email	No	Yes	No	No
Facility/Equipment	No	Yes	No	No
Lead	Yes	Yes	Yes	Yes
Letter	No	Yes	No	No
Mailbox	No	Yes	No	No
Marketing List	No	Yes	No	No
Note	Yes	Yes	Yes	No
Opportunity	Yes	Yes	Yes	Yes
Opportunity Close	No	Yes	No	No
Opportunity Product	No	Yes	No	No
Phone Call	Yes	Yes	Yes	Yes
Service	No	Yes	No	No
Subject	No	Yes	No	No
Task	Yes	Yes	Yes	Yes
Unit	No	Yes	No	No
Unit Group	No	Yes	No	No
User	No	Yes	No	No

Entities available after enabling CRM for phones

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

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

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

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

Entity Name	Create	Read	Edit	Delete
Custom Entities	Yes	Yes	Yes	Yes
Address	No	Yes	No	No
Campaign Activity	No	Yes	No	No
Campaign Response	No	Yes	No	No
Competitor	No	Yes	No	No
Contract	No	Yes	No	No
Contract Line	No	Yes	No	No
Discount	No	Yes	No	No
Discount List	No	Yes	No	No
Fax	No	Yes	No	No
Invoice	No	Yes	No	No
Invoice Product	No	Yes	No	No
Order	No	Yes	No	No
Order Product	No	Yes	No	No
Price List	No	Yes	No	No
Price List Item	No	Yes	No	No
Product	No	Yes	No	No
Quote	No	Yes	No	No
Quote Close	No	Yes	No	No
Quote Product	No	Yes	No	No
Service Activity	No	Yes	No	No
Territory	No	Yes	No	No

Entities which cannot be enabled for CRM for phones

Article	Article Template	Business Unit	Case Resolution	Competitor Address
Connection	Connection Role	Contract Template	Customer Relationship	Data Map
Document Location	Duplicate Detection Rule	Duplicate Rule Condition	Email Attachment	Email Server Profile
Email Template	Field Permission	Field Security Profile	Filter	Goal
Goal Metric	Internet Address	Lead Address	Mail Merge Template	Opportunity Relationship
Order Close	Organization	Post Configuration	Post Rule Configuration	Process
Process Session	Profile Album	Publisher	Queue	Queue Item
Quick Campaign	Recurring Appointment	Report	Report Related Category	Resource
Resource Group	Rollup Field	Rollup Query	Sales Literature	Saved View
Scheduling Group	Security Role	SharePoint Site	Site	Solution
Subject	System Chart	Team	Team template	User Chart
View	Wall View

Troubleshooting

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

Test in the browser

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

Rule out customizations

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

Is it a permissions issue?

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

See Also

Get started with CRM for phones
Known issues for CRM for tablets and phones
Create and edit mobile forms
Getting started

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