1. CLEAResult – CRM 2015 Upgrade An Administrator’s Perspective Patrick DeLooff – 6/24/15

2. © 2015 CLEAResult. All rights reserved. 2 Presentation Overview  New Security Roles  CRM E-mail/CRM for Outlook 2015  SharePoint Access  Misc. Post Upgrade Changes  Product Rebranding  CRM 2015 Navigation

3. © 2015 CLEAResult. All rights reserved. 3 Missed Findings – Email & Security Roles prvReadPermissions –Campaign Read Access Shows blank Opportunities page –Mailbox Read Access Error enabling Mailboxes –Process Configuration Insufficient permissions when saving Cases.

4. © 2015 CLEAResult. All rights reserved. 4 Emails in Pending Send State Use an Advanced Find

5. © 2015 CLEAResult. All rights reserved. 5 Emails in Pending Send State – Cont. Add a view to your Dashboard

6. © 2015 CLEAResult. All rights reserved. 6 Emails in a Failed state Exchange related errors Resend in bulk using an on-demand workflow

7. © 2015 CLEAResult. All rights reserved. 7 CRM for Outlook 2015 Must include Org name in configuration URL

8. © 2015 CLEAResult. All rights reserved. 8 SharePoint Access - Problem CRM Users on external networks could not access Documents Accessing Documents creates a folder in the specified entity space. As a workaround a certificate had to be installed. Access to SharePoint was made directly and a new tab was opened to Catalyst to pass the token.

9. © 2015 CLEAResult. All rights reserved. 9 SharePoint Access – Root Cause Solution SharePoint Domain Name =.clearesult.com Catalyst Domain Name =.clearesult.com Matching CRM and SharePoint domains caused a conflict for external users. The CRM URL required modification. New Catalyst Domain Name =.p.clearesult.com Created URL redirects for Users attempting old links.

10. © 2015 CLEAResult. All rights reserved. 10 Misc. Post-Upgrade Changes Deactivate out-of-the-box Business Process Flows Deactivate new Duplicate Detection Rules (~4 new) Establish System Settings for synchronization with CRM and Outlook. For appointment, specifically, we disabled “Body” o Business Development stores information about the client from their meetings, etc. o Information would be passed back to members on the appointment. Body is the outlook field, description is the CRM field. Define Quick Find Entities Turn Auto Save (off) Disable Navigation Tour Disable Bing Maps

11. © 2015 CLEAResult. All rights reserved. 11 Product Rebranding In our case, CLEAResult Pulse was re-branded to CLEAResult Catalyst A few points to consider if rebranding your CRM system: Public Queues (In our case = -> ) Don’t create new, rename the current record to maintain the GUID associated with the Queue Mailboxes (A lot of Pulse references) Again, don’t create new records. Rename the current Mailboxes to maintain the GUID. Navigation Bar (Pulse converted to Catalyst as shown below:

12. © 2015 CLEAResult. All rights reserved. 12 Working with CRM 2015 Navigation Modify tile selection order:

13. Questions?