Microsoft Dynamics CRM Online
Frequently Asked Questions (FAQ)
Where can I get help?
There are three ways to get help: access the Microsoft self-help resources, access unlimited Microsoft support, and purchase support from xRM.com.
Microsoft self-help resources can be accessed in two ways. First, while using CRM Online, you can click the help icon (a small question mark in a blue circle) on any page to pull up help specific to that page, and second, you can click the Resource Center button in the main navigation pane of CRM Online or click this link to open the Resource Center in your browser now: Microsoft Dynamics CRM Online Resource Center.
Unlimited Microsoft technical and billing support is available to all CRM Online subscribers via phone call, e-mail, or chat. Call 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. For e-mail, send the Microsoft Dynamics CRM Online Support Team a New Support Request (using the same Windows Live ID you use to sign in to CRM Online). Chat is available for billing issues only, Monday through Friday, 8:00 A.M. to 6:00 P.M. Central Time (UTC-6). To initiate a chat session, go to CRM Online Support (English) and click the “Chat with a Billing Specialist” button.
xRM.com support is available to supplement the above. Purchase some Prepaid Consulting Time from xRM.com, and then e-mail support@xRM.com to schedule a consultation.
Whom do I pay?
You pay Microsoft for the subscription to CRM Online and any other Online Services such as Office 365 or Lync.
You pay xRM.com for Prepaid Consulting Time or a Quickstart Deployment Package.
When do I pay?
You pay the CRM Online subscription monthly.
You pay xRM.com for Prepaid Consulting Time in advance at the time of purchase.
Your xRM.com Quickstart Deployment Package invoice is due within 30 calendar days of the date of the invoice.
How do I pay?
You can pay Microsoft for your CRM Online subscription by credit card or by invoice. To set up a payment method, call 1-877-CRM-CHOICE (1-877-276-2464), and press 2 for billing support.
You can pay for an xRM.com Quickstart Deployment Package using a credit card or by invoice. To set up a payment method, e-mail support@xRM.com.
You must use a credit card to pay xRM.com for Prepaid Consulting Time.
How do I designate xRM.com as the partner of record?
Follow the directions below. If you prefer screen shots, download “How to designate xRM.com as the partner of record”.
- Note: Only the Billing Administrator can perform this task. Account Delegates cannot, even if promoted to Primary Administrator.
- Sign in to your CRM Online organization using your Windows Live ID.
- When the default page loads, click the Resource Center button in the bottom left corner.
- When the Resource Center loads, on the right, under Tell Us What You think, click Designate a partner.
- A new browser window or tab opens for Microsoft Dynamics. Sign in to Microsoft Dynamics using the same Windows Live ID you used to sign in to CRM Online.
- (This step might or might not occur.) If you are associated with more than one CRM Online organization, Microsoft Dynamics will prompt you to choose the one you want to work with (by company name) in this session. Click the circle button next to the correct company name and click the Continue button.
- Microsoft Dynamics prompts you to search for your partner. Make sure that the Select a Product Line field reads “Microsoft Dynamics CRM Online”. Enter “xRM.com” into the Company Name field and click the Search button.
- When the search results return, verify that the Partner Name column contains “xRM.com”. Click the circle button in the Acct# column, and click the Associate button.
- xRM.com is now designated as the partner of record for your Microsoft Dynamics CRM Online organization. Thank you!
How do I backup and restore my CRM Online 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 what 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
What languages are available?
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
How do I use other languages?
The System Administrator chooses a “base language” when signing up and can enable additional languages as needed. Users may then choose their own Display languages under File, Options, Languages. If the Outlook client is used, a language pack must be installed on the user’s computer for each language used. No language packs need to be added when using the web client.
Customizations must be created in the base language. To make customizations readable in other languages, export their text, translate it, and import it.
For more information, see Going global with Microsoft Dynamics CRM Online.
Where do I get a language pack for the Outlook client?
Microsoft Dynamics CRM Online for Outlook Language Pack
Can I make mailing lists?
Yes. They are called marketing lists and can be made for accounts, contacts, or leads (related to accounts). Read step 2 of 10 steps to get started with marketing.
Can I swap users or rename users to accommodate personnel changes?
You can’t rename users, but you can disable one user and invite another. The number and duration of licenses or seats is not affected. See Enable or disable a user record and Managing Users.
How do I delete fake accounts or other test records created during the free trial?
Microsoft Sample Data can be installed and removed by navigating to Settings > System > Data Management and clicking Sample Data. Records created by users can be bulk deleted by selecting multiple records in any view, and clicking the delete ‘x’ icon. Multiple rows are selected by holding the CTRL key while clicking each row, or by holding the SHIFT key and selecting the first and last record in a range.
Do we need to set up business units at the beginning?
No. Business units can be added at any time. Some companies do not use business units at all. It depends how much you want to utilize the security model. As you continue to use the system, you can decide to add business units if you need them.