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FAQ - Microsoft Dynamics CRM

Frequently Asked Questions

Microsoft offers four different license options of CRM Online. The most popular option is Microsoft Dynamics CRM Online Professional ($65*). Microsoft also offers Enterprise ($200*), Basic ($30*), and Essential ($15*) licenses. Visit the Microsoft Dynamics CRM Online Price and License Guide for more information. *All prices are per user, per month.

Microsoft occasionally offers special promotions for Microsoft Dynamics CRM Online and Office 365. View all current promotions.

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.

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.

You can convert your Dynamics 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. Alternatively, you can use a free Microsoft 365 trial to test out Dynamics 365, the newest evolution of CRM solutions.

CRM Online has an annual commitment. Cancellation is allowed within the first 30 days of purchase at no fee. However, customers are responsible for paying for the first 30 days. If you continue your subscription past 30 days but would like to cancel before your annual term ends, then the cancellation fee is one month’s subscription charges. (This fee is currently waived but may be applied in the future).

The tremendous number of features in CRM Online can be intimidating for some new users. We offer two free services that can help you get started: our CRM Online Webinars and the Success Portal, a self-help CRM Online training video library. We also encourage you to visit the Microsoft Dynamics CRM Customer Center.

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 Microsoft CRM Online support if you purchase Prepaid Consulting Time.

We at xRM are happy to assist you with any customizations that you require. Standard consulting rates apply.

A Microsoft Partner is an independent company that provides value-added services and products to Microsoft customers.

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.

No, naming xRM as your Partner of Record does not cost you anything.

The process is easy, but it depends on if you created your CRM Online account before or after August 1, 2012. Read how to designate xRM as your Partner of Record.

Yes, in addition to our free CRM Online Webinars and Success Portal, we offer QuickStart CRM Online training. We can also provide additional training services based on your requirements (standard consulting rates apply).

Yes you can. There are several ways that you can go about doing this. First, Microsoft Dynamics 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.

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.

Microsoft Dynamics CRM Online 2015 supports only the following Email Routers (source Exchange Online with Office 365,, and If you are an xRM customer, please contact for any possible workarounds for other configurations.

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.

Microsoft hosts your data.

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.

Yes, and Microsoft will sign an HIPAA-BAA agreement.

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.

Each subscription comes with 5 GB of storage space included in the monthly fee. Additional GBs can be purchased for $9.99 per month.

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.

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.

There are several reasons that you may want to choose CRM Online over, 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

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.

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.

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.

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.

Yes, if you sign up for an Office 365 (E3 or higher), you can perform an Office 365 CRM Online integration between accounts. Click here to read more about Office 365.

Yes, Riva has created a tool that seamlessly integrates IBM Notes and Novell GroupWise with Dynamics CRM Online.

Currently, the best social media tracking and analytics solution is Microsoft Social Listening. You may also want to look at Parrot by Webfortis.

Yes, QuoteWerks has created an integration tool that allows their software to integrate with CRM Online.

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.

Microsoft will delete it after several email warnings. It is important that you back up your Microsoft Dynamics CRM database before you cancel.

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.

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

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

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 30-day free Microsoft CRM trial.

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.