Product Documentation

CRM 4 and CRM 2011 Services

Jun 05, 2015

To provision CRM 4.0 and CRM 2011 services to resellers

  1. From the Services Manager menu bar, click Customers and select the reseller for whom you want to provision services.
  2. Select Services. The Customer Services page appears.
  3. From the services list, select Reseller.
  4. Depending on the CRM version you are provisioning, select the Customer Relationship Management 4 or the Customer Relationship Management 2011 check box and then click the service name. The Reseller Service Setup page appears.
  5. Select the customer plans that the reseller can offer to customers.
    Note: The customer plans selected determine the CRM servers that are allocated to the reseller for provisioning customers.
  6. To customize the customer plan, click the plan name to display the Configure Service Settings page.
    Note: Changes you make to the customer plan are applied to all customers subsequently provisioned with the plan.
  7. Click Apply Changes to save your changes to the customer plan.
  8. Click Apply Changes to save your changes to the service.
  9. Click Provision to enable the reseller to offer the CRM service to customers.

To provision CRM 4.0 services to customers

When provisioning a customer with the CRM 4.0 service, additional configuration might be required, depending on whether or not the customer plan is configured to allow organizations. The Organizations feature in CRM 4.0 allows service providers to host multiple customer databases on a single CRM server. To maintain data integrity, only one customer is assigned to an organization. If multiple customers are assigned to a single organization, the data is shared among the assigned customers.

Service providers configure CRM customer plans to automatically enable or disable the Organizations feature. When enabled, Services Manager creates a CRM organization for the customer when the service is provisioned. The organization's name appears in the format {CustomerLongName} {InstanceName}. When disabled, the reseller can assign an organization to the customer when the service is provisioned.

  1. From the Services Manager menu bar, click Customers and select the customer for whom you want to provision services.
  2. Select Services. The Customer Services page appears.
  3. Click Customer Relationship Management 4 create an instance. Enter an instance name and a display name and then click Create. The Instance Setup page appears.
  4. Under Service Configuration, select the customer plan to provision to the customer.
    Note: The customer plan determines the servers on which the customer's user data is stored and how Services Manager sets up the database. The plan selection also determines any additional service options that require configuration before the service can be provisioned to customers.
  5. If the selected plan includes the ability to create an organization for the customer, perform the following actions:
    1. Under CRM Configuration, in CRM Server, select the CRM server that hosts the customer's instance.
    2. Click Service Settings to view the Configure Service Settings page and then select the Customer category.
    3. Ensure the following settings are selected and that the correct values have been entered:
      • SQL Collation
      • Currency Code
      • Currency Name
      • Currency Symbol

      The Currency Code setting cannot be changed after the CRM service is provisioned to the customer.

    4. Click Apply Changes to save any changes you made.
  6. If the selected plan does not include the ability to create an organization for the customer, perform the following actions:
    1. Under CRM Configuration, in CRM Server, select the CRM server that hosts the customer's instance.
    2. In Organization, select the organization to which the customer is assigned.
      Note: This selection cannot be changed after the customer is provisioned.
  7. Click Provision to provision the customer with the CRM service.

To provision CRM 2011 services to customers

  1. From the Services Manager menu bar, click Customers and select the customer for whom you want to provision services.
  2. Select Services. The Customer Services page appears.
  3. Click Customer Relationship Management 2011 create an instance. Enter an instance name and a display name and then click Create. The Instance Setup page appears.
  4. Under Service Configuration, select the customer plan to provision to the customer.
    Note: The customer plan determines the servers on which the customer's user data is stored and how Services Manager sets up the database. The plan selection also determines any additional service options that require configuration before the service can be provisioned to customers.
  5. Under CRM Configuration, perform the following actions:
    1. In CRM Server, select the CRM server that hosts the customer's instance.
    2. Ensure the following settings are selected and that the correct values have been entered:
      • SQL Collation
      • Currency Code
      • Currency Name
      • Currency Symbol
      • Currency Precision

      The Currency Code setting cannot be changed after the CRM service is provisioned to the customer.

  6. Click Provision to provision the customer with the CRM service.

To import CRM organizations created outside Services Manager

The CRM Import Tool for CRM 4.0 and CRM 2011 enables service providers to import CRM organizations that were not initially created through Services Manager. Service providers can link the organization to a customer in Services Manager and, where possible, match the organization's users to the domain user ID of the customer's users in Services Manager.

  1. From the Services Manager menu bar, click Services > CRM 4 > CRM Import. The CRM Customer Allocation page displays a list of the organizations configured on the CRM server. If an organization is allocated to a customer, the customer's name appears in the list.
  2. Select the CRM organization you want to import. The Customer Import Manager page displays.
  3. Under Customer Details, perform the following actions:
    1. In CRM Description, enter the name of the CRM site.
    2. In Customer Search, enter the name of the CRM customer you want to import and select the customer name.
  4. Click Provision. The Customer Import Manager page displays a table of the users that match the domain user IDs of the customer's CRM users. By default, these users are selected for provisioning.
  5. Click Provision Users to provision the selected users with the CRM service. Services Manager updates the selected users' services with the provisioned CRM organization.