Microsoft Dynamics CRM Online Frequently Asked Questions (FAQ)

Please also refer to the Top 15 Most Commonly Asked Questions about Microsoft Dynamics CRM Online.

  • How much does CRM Online cost?
  • Are there any promotions currently?
  • What is the user minimum for a CRM Online subscription?
    • The user minimum for a Microsoft Dynamics CRM Online subscription is five (5) Professional licenses. Once that minimum threshold has been reached, you may mix and match additional Basic and Essential licenses. If you need fewer than five users, please consider Hosted Microsoft Dynamics CRM, which requires a minimum of one (1) Professional license only.
  • Whom do I pay for my CRM Online service?
    • You pay Microsoft directly for CRM Online and any other Microsoft services such as Office 365. You pay xRM for any additional services, such as consulting.
  • How do I convert my CRM Online trial to a paid subscription?
    • You can convert your CRM Online trial on Office 365 Admin Center. On the left-hand side of the page click Licensing. Then select Microsoft Dynamics CRM Online Trial, and finally click Buy Now. Follow the instructions on the screen to enter your payment information.
  • What is the initial term?
    • One year
  • What is the cost for terminating my subscription early?
    • Cancellation fees are 25% of the remaining subscription fees still owed to Microsoft. For example if you had five users and four months remaining of your service term the cancellation fee would by $325 ($65 per month X 4 months X 5 users X 25%).
  • I am finding all of the features in CRM Online daunting. Where should I start?
  • Whom do I contact for technical support?
    • All technical support questions should be directed to Microsoft. Unlimited Microsoft technical and billing support is available to all CRM Online subscribers. Visit the Microsoft Dynamics Support site, or call 1-800-936-4900. xRM also offers supplemental support if you purchase Prepaid Consulting Time.
  • Whom do I contact if I need consulting services or if I need customizations done to CRM Online to meet my business needs?
    • We at xRM are happy to assist you with any customizations that you require. Standard consulting rates apply.
  • What is a Microsoft Partner?
    • A Microsoft Partner is an independent company that provides value-added services and products to Microsoft customers.
  • Do I need a Microsoft Partner for my CRM Online Account?
    • No, but having a partner can help ensure that your CRM Online deployment is a success. xRM offers several free and premium services that can help you get up and running more quickly and to do more with your CRM Online subscription.
  • Does it cost anything to name xRM as my Microsoft Partner of Record?
    • No, naming xRM as your Partner of Record does not cost you anything.
  • How do I name xRM as my Partner of Record?
  • Does xRM offer any CRM Online training services?
  • Can I use Microsoft Dynamics CRM Online on my Mac?
    • Yes you can. There are several ways that you can go about doing this. First, CRM Online supports Safari, the Internet browser that ships with Mac OS. This is the simplest way to work with CRM Online on your Mac. Note that CRM Online will not work on Firefox or Chrome for Mac, only Safari. Second, you can install a Windows partition on your Mac and install Microsoft Office Outlook and the CRM for Outlook plugin. Third, you could possibly use an emulator program such as Parallels Desktop 9 to run Outlook and the CRM for Outlook program on your Mac. The CRM for Outlook plugin is not currently compatible with Microsoft Office for Mac.
  • Does Microsoft Dynamics CRM Online integrate with Google Docs, Google Calendar, Google Adwords, and Google Analytics?
    • Yes, integration of Microsoft Dynamics CRM Online and Google web services such as Drive, Calendar, Adwords, and Analytics is possible using third-party solutions, including Zapier and itDuzzit.
  • What Email Routers can I use with CRM Online 2015?
  • I am using Gmail for my email. Can I still leverage CRM and track my emails?
    • You can enable inbound email tracking from Gmail by using Gmail’s POP capability and configuring the email router to download email from Gmail via POP3.
  • Who hosts my CRM Online data?
    • Microsoft hosts your data.
  • Is CRM Online secure?
    • Yes. Microsoft has gone to great lengths to make CRM Online the most secure cloud service available. CRM Online is certified as ISO 27001, EU Safe Harbor, and EU Model Clauses compliant and is registered as part of the Cloud Security Alliance Security, Trust & Assurance Registry. You can read more at the Microsoft Dynamics CRM Trust Center.
  • Is CRM Online HIPAA compliant?
    • Yes, and Microsoft will sign an HIPAA-BAA agreement.
  • What are the terms of the Service License Agreement?
  • If I start with CRM Online, can I later switch to an on-premises Microsoft Dynamics CRM deployment?
  • Can I use CRM Online on a tablet or smart phone?
    • Yes. CRM Online (Sales functions only) now works on the iPad. There are also applications available for iOS, Windows Mobile, Android, and Blackberry devices, such as the excellent CWR Mobile CRM, that provide greater functionality and work on a greater number of mobile platforms.
  • How much storage space do I get?
    • Each subscription comes with 5 GB of storage space included in the monthly fee. Additional GBs can be purchased for $9.99 per month.
  • Can I connect CRM Online to SharePoint?
    • CRM Online can be connected to an online or an on-premises deployment of SharePoint as long as the SharePoint site has a public-facing URL.
  • Can I integrate CRM Online with my phone system?
    • Yes, although we need to know more about your phone system in order to provide you with a more detailed answer. Full PBX phone system integration can be accomplished through a number of third-party solutions, including TelephoneIntegration for Microsoft Dynamics CRM from MSCRM-Addons. Some phone system manufacturers offer their own Microsoft Dynamics CRM integrations.
  • I am trying to decide between CRM Online and Salesforce.com. Why should I go with CRM Online?
    • There are several reasons that you may want to choose CRM Online over Salesforce.com, including the popular Outlook plugin, close integration between Office and CRM, ease of use, ease of configuration and customization, business process flows, and lower cost. See also Microsoft Dynamics CRM Online versus Salesforce.com.
  • Is it possible to see a demonstration?
  • Does CRM Online include sample data?
    • Yes. To install or uninstall the sample data easily in one operation, navigate to Settings > System > Data Management, and click Sample Data to see which action is available.
  • Does CRM Online come with out-of-the-box reporting?
    • Yes, CRM Online comes with 25 on-demand reports that cover many common sales, service, and marketing activities. You can also create new reports using SQL Reporting Services and then import the reports into CRM.
  • What is the authentication mechanism for CRM Online users?
    • The authentication mechanism for CRM Online is the Office 365 Account. Older CRM Online subscriptions utilized the Microsoft Account (also called Windows Live ID). The authentication method for on-premises deployments of Dynamics CRM is ADFS.
  • Is CRM Online part of Office 365?
    • CRM Online and Office 365 are both hosted in the Microsoft cloud. They are separate services but are part of the Microsoft Online Services platform.
  • Can I integrate CRM Online and Office 365?
  • Is there a solution available for integrating Microsoft Dynamics CRM Online with IBM Notes and Novell GroupWise?
    • Yes, Riva has created a tool that seamlessly integrates IBM Notes and Novell GroupWise with Dynamics CRM Online.
  • What is the best solution for social media analytics and tracking within Microsoft Dynamics CRM Online?
  • Does Microsoft Dynamics CRM Online integrate with QuoteWerks?
  • Can I import Dun & Bradstreet data into my Microsoft Dynamics CRM database?
    • Yes. It is not difficult to import data from D&B flat sheets into Microsoft Dynamics CRM, although you will likely want to create some custom fields within CRM to house the D&B data. D&B also offers an integration API called D&B360 that allows Microsoft Dynamics CRM users to make real-time requests for data from D&B databases.
  • What happens to my data when I cancel my subscription?
    • Microsoft will delete it after several email warnings. It is important that you back up your database before you cancel.
  • How do I back up my data?
    • Microsoft performs regular backups to ensure that data is reliable and secure at the server side. In cases of critical user error, customers may request Microsoft to restore their CRM Online organization to the most recent nightly backup by calling the Microsoft Dynamics CRM Online Assistance Center, Monday through Friday, 8:00 A.M. to 6:00 P.M. Central Time (UTC-6), toll-free in the USA and Canada at 1-877-CRM-CHOICE (1-877-276-2464), or worldwide at 1-701-281-0555. Note: Microsoft cannot perform a restore if any of the following administrative changes have been made since the most recent nightly backup: The number of user licenses is changed, the amount of storage is changed, a new user accepts an invitation, or the yearly subscription is renewed. Users can perform local backups of selected data at any time by manually exporting individual records or groups of records to Excel and storing the files locally.
  • In which countries is CRM Online available?
    • At the time of this writing, CRM Online is available in the forty countries listed below.

      Americas: Brazil, Canada, Colombia, Costa Rica, Chile, Mexico, Peru, Puerto Rico, Trinidad and Tobago, United States of America

      Europe: Austria, Belgium, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Israel, Italy, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Spain, Sweden, Switzerland, United Kingdom

      Asia Pacific: Australia, Hong Kong, India, Japan, Malaysia, New Zealand, Singapore
  • Which languages are available in CRM Online?
    • At the time of this writing, CRM Online can display the forty-one languages listed below. Arabic, Basque, Bulgarian, Catalan, Chinese (Hong Kong), Chinese (Simplified), Chinese (Traditional), Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Italian, Japanese, Kazakh, Korean, Latvian, Lithuanian, Norwegian, Polish, Portuguese (Brazil), Portuguese (Portugal), Romanian, Russian, Serbian (Latin), Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian
  • Does Microsoft offer a discount for non-profit organizations?
    • Yes, Microsoft does offer non-profit pricing. The pricing varies by region, but for non-profit organizations in the United States, the monthly cost of Microsoft Dynamics CRM Online Professional licenses are $15*; Basic are $7*, and Essential are $3.75* Read more about nonprofit pricing. *All prices are per user, per month. To apply for non-profit pricing, create a Microsoft Dynamics CRM Online trial, contact Microsoft Billing, and request the non-profit pricing. Microsoft will review your eligibility during your free, 30-day trial.
  • What is Insights for Microsoft Dynamics CRM?
    • Insights is a solution for Microsoft Dynamics CRM Online subscribers that provides access to commercial data. Insights enables companies to identify new leads, understand their prospects needs, and generate warm introductions to clients more efficiently. Insights is included at no additional cost with Microsoft Dynamics CRM Online licenses.

Inquire about Microsoft Dynamics CRM Online

Do you have a question that wasn’t answered in the FAQ above? Are you ready to buy? Complete the form below to have an account executive follow up with you.