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From the category archives: Customer and Employee Engagement Blog

Microsoft Dynamics 365 CRM, Customer Engagement, Sales, Customer Care and Marketing

Personalized Menus in Microsoft CRM

Dynamics_CRM_Custom_MenuWe are frequently asked if each user - or even different business units - can have completely personalized menus in Microsoft Dynamics CRM 4.0.  With a little bit of work on the SiteMap XML file, you can give your users a lot of options for a menuing system that is tailored to their specific needs.

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Upcoming Cloud Computing Event

I wanted to let all of our readers know about a cloud computing event that will be held in 4 cities along the East coast.  I admit, it is my company that is hosting the “4-City Tour” but this really is a going to be a good way to see many cloud platforms at work.


    Parallel sessions on Microsoft CRM,, SharePoint, and Unified Communications
    Integration luncheon showing a live demo of integration between CRM, SharePoint, and UC
    Exclusive research on the top cloud challenges from CFOs and CIOs
    Exclusive demos of SharePoint 2010
    Exclusive session showing Microsoft CRM and in a live side-by-side comparison


    May 4 – Charlotte, NC
    May 6 – Washington, DC
    May 11 – Raleigh, NC
    May 13 – Atlanta, GA

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Cleaning Up Your Outlook After Microsoft CRM Go-Live

Are you seeing duplicate contact records in your Outlook?  Has your company recently implemented Microsoft CRM?  Here are some quick and easy steps to remove the duplicate records.

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Fixing Duplicate Detection Pop Ups

Duplicate Detected Pop Up in Dynamics CRM 4 Duplicate Detection is a great feature in Microsoft Dynamics CRM 4.0. But it can also be a pain. Do your users complain that whenever they convert a lead, they get a duplicate record alert when trying to save the contact - and the alert continues to pop up on all future saves? Good news - there is a pretty simple fix for this problem.

Read on for more information on this issue and how to fix it.

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Worldwide CRM Star-Power

The CRM team had excellent turnout this year, with CRM MVPs coming from as far away as Pakistan and Australia. We've spent a lot of time sharing knowledge and stories. It's been a great learning opportunity, and has once again renewed my passion for communicating the benefits of CRM. Below is a group shot with most of the CRM MVPs who were in attendance.

CRM MVPs at the 2010 Summit in Redmon

Getting ready for the MVP Summit!

As a four-time recipient of the MVP award from Microsoft, one of my favorite benefits of the MVP program is the chance to visit the "mother ship" every year to meet with my peers and the developers who work on the CRM team. Next week, the Summit will take place in Bellevue, Redmond and Seattle, and I'm looking forward to it! I wasn't able to make it to last year's Summit due to some project deadlines at the time, so I'm excited about reconnecting with some of the other CRM geeks, meeting some of ...

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Demo Dynamics CRM, SharePoint and

Looking for a fast way to get a demonstration of Dynamics CRM, Microsoft SharePoint or  A new site: has been setup for just this purpose.  You'll find a variety of demos on the site for different types of users including:

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Microsoft CRM on Your iPhone, Blackberry or Windows Mobile


Dynamics CRM 4.0 Mobile Express Review

I love the recently released Mobile Express for Microsoft Dynamics CRM 4.0.  It has been a long time in coming, but the wait has been worth it.  Read on for the best features ...

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Enabling the Parent Customer in Bulk Edit

You may notice that when you use bulk edit on Contacts, the Parent Customer field is disabled, not allowing you to assign an Account to a group of Contacts.  You can enable this field by following the instructions included in this post...

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Cloning a Custom Entity Record

There are several nice examples that show how to clone a record in MS CRM. Most of the examples I found cloned native entities: Cases, Contacts, Opportunities, etc.

Read this entry to see how to clone a custom entity - and deal with some of the problems you may run into during testing.

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Success Accelerators 2009 Live Event - Microsoft Campus

I wanted to write a quick note to let everyone know that StreamLogic will be partnering with Customer Connect to present a FREE, live event this Thursday, October 29, 2009, at the Microsoft campus in Charlotte, North Carolina.

Event Details:

When? Thursday, October 29th, 8:45 AM -  1:30 PM
Attend all day, or just choose the sessions that apply to you
Where? Microsoft Campus - Charlotte, NC

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Copying a Microsoft CRM Workflow

Oftentimes, you will want to copy an existing Microsoft CRM workflow.  You might want to create a similar workflow with a few minor changes.  Or, you might have a workflow that is "in production" and you need to make some changes to it - but you don't want the current workflow to be unavailable while you're making changes.  But CRM doesn't provide a way to copy a workflow - this entry explains a quick and simple way to copy a workflow in Microsoft Dynamics CRM 4.0.

[Read the full entry for the "how to"]

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Error When Upgrading CRM 3.0 to CRM 4.0: ImportDefaultDataAction failed

A couple of hours into an upgrade of CRM 3.0 to CRM 4.0, I got an obscure error that, at first, had me a little stressed out: Action Microsoft.Crm.Setup.Server.ImportDefaultDataAction failed. Entity with id 5f2e7ae7-d327-49b5-a343-61d48f1bcd28 already has the label Currency for the column LocalizedName and language 1033 - update entity with id 43bec19f-dafc-4e1f-b0a7-243907ca3db0 cannot have the same label -- Retry -- or -- Cancel -- I left the error message where it was (after clicking Retry ...

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Removing a Single Picklist Item

I've seen lots of tools and BLOGs about how to manage dynamic picklists.  But after much searching, I could not find anything about removing just a single item from a picklist on a Microsoft CRM 4.0 form using JavaScript.

Read the full entry for the "how to"

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Workflows Failing: "The text entered exceeds the maximum length"

We implemented a workflow that was frequently failing with a message stating "the text entered exceeds the maximum length."  Fortunately, the fix was fairly easy.

[Read the full entry for more information]

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Accout to Lead

 We seem to regulary run into clients who like the idea of converting a Lead into an Account, Contact and Opportunity - but they would also like to be able to convert backwards into a Lead again. 

Why?  Well, maybe someone in the Lead Management group qualified the lead, but when they passed it along to Sales, they could not longer get in touch with the lead.  The options are: (1) make Sales work it until they can get back in touch, (2) train Lead Management to work with Accounts, Contacts and Opportunties, (3) forget about it (which most of them do), or (4) re-create the entire record as a Lead again.


 But now there is another alternative (read the full story for the rest)...

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Removing Duplicate Records from CRM

After a recent migration, we had a number of duplicate account records in CRM. We were loading hundreds of thousands of records for performance testing, and then we wanted to continue to use the same database for integration development, so we wanted to clean up the data and get rid of duplicates to minimize errors with the integration. You can use the built-in Duplicate Detection to identify duplicate records, but this doesn't help you get rid of them - you would still have to manually merge or ...

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Sample Subject Trees for Microsoft CRM

Even though I've written before about the concept of Subjects in CRM, it can sometimes be difficult for me to get my head around the best way to create a Subject tree for a given implementation. Subject trees help to categorize cases, knowledgebase articles and sales literature in CRM, so you want them to be relevant. 

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Role-Tailored Dashboards

 Most organizations with CRM will eventually want to have some kind of dashboards to help their employees focus on the KPIs and CRM lists that are important to them. Creating the dashboards themselves is outside the scope of this article, but there are a variety of ways to build them, from the popular SharePoint dashboards with PerformancePoint analytics, to custom webpages with embedded gauges and reports. The result should look like this: 3) Now add two custom entities. I've added one c ...

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CRM Hangs Using IE QuickTabs?

The other day, a collegue brought to my attention that simply having Quick Tabs set in IE7 might cause CRM to hang. Although I have not experienced this, I thought it would be helpful to others to get this out on our blog.  You may be chasing the wrong rabbit trail -- as through debugging, you might be zeroing in on some jscript that might be triggering the problem; a plug in or something else totally unrelated. If you're not sure if you have Quick Tabs set, your IE tabs will look like th ...

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MS CRM 4.0 Picklist Changes Not Saving (and on purpose)

In MS CRM 4.0 any field changes made that are enabled will be save.  Lets say on the Account form you have a picklist that will display the following in an IFrame. Map to Account Address Accounts Web-page Primary Contact Information Page to ERP showing Credit Stats. When you change the CRM picklist controlling the IFrame CRM will change to IsDirty (asking you to save or not on exit).  You really probably don't want to allow of force the user to save every time they lo ...

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Filebrowser 2.0 for Microsoft Dynamics CRM 4.0

Back in 2007 I developed a solution to show Windows Explorer directories and folders inside an iframe on a CRM form. I blogged about it for the Microsoft CRM Team blog on MSDN. Filebrowser allows users to directly access files and folders in a shared directory from within CRM records. The files and folders are stored on a UNC share on your server, so they’re also accessible to non-CRM users. In addition, Filebrowser incorporated some client-side script to create and display context-sensitive fol ...

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Need Help Using Microsoft CRM?

Did your company just recently start using Microsoft CRM?  Is your boss hounding you everyday to enter your activities, leads, contacts, etc...  Did you attend training only to feel lost when you logged in to actually use it? 

You may just need something to reference for the basics in Microsoft CRM... There are several "How-To's" covered on our Microsoft CRM Fundamentals tip sheet.

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Queues Not Receiving Emails

We use queues in Microsoft CRM 4.0 to receive email for various sales and customer service functions. I recently set up a new queue and, when I tested it, I found that it was not receiving email at all. This led me to test our other queues, and, much to my chagrin, I realized they were not receiving email either!   As it turns out, there were two things that threw a wrench in our queues. Each of them alone would have caused the queues to break. 1) We recently set up a new SSL certificate f ...

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Review: AddressGrabber and Card Scan for Microsoft Dynamics CRM

Users of CRM tools are consistently asking for the same thing: “Make me more efficient in managing my sales, marketing or customer service responsibilities.” Tools like card scanners, than can quickly scan a business card into CRM, or “parsers” that can grab a name and address from an email or website and instantly transfer it into CRM are great examples of efficiency boosting applications.

But do they live up to their promise?


I recently purchased two tools to take care of these tasks. Let’s walk through each of them in turn.

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Blog Topics


CPR for CRM Study

The complementary paper includes over 12 years of research, recent survey results, and CRM turnaround success stories.


SharePoint Readiness Assessment

This 60-second assessment is designed to evaluate your organization's collaboration readiness.


CRM Self Assessment

Learn how you rank compared to organizations typically in years 1 to 5 of implementation - and which areas to focus on to improve.


SharePoint Feedback Solution

This is a sandbox solution which can be activated per site collection to allow you to easily collect feedback from users into a custom Feedback list.


SharePoint Upgrade Checklist

Whether you are upgrading to SharePoint Online, 2010, 2013 or the latest 2016, this checklist contains everything you need to know for a successful transition.