General Interest

Frequently asked questions from Microsoft Dynamics CRM customers

We frequently receive questions from Microsoft Dynamics CRM customers about how to use the product or how to fix problems.

Here are answers to your most common questions. If you're an administrator, and we haven't included the specific question that you need answered, you can call technical support for Microsoft Dynamics CRM. If you're a business user and need more help, contact your administrator.

Note
This email address is monitored by writers and editors who develop content to support Microsoft Dynamics CRM, such as Help and Resource Center articles. Unfortunately, we cannot provide technical support.

On This Page

Getting support

What is the Microsoft Dynamics definition of an incident?

Work with records and features

Work with Outlook

Mobile Express

Work with Data Management

Work with Reporting

Work with Workflows

General Administration

E-mail and E-mail Router Administration

Performance

Customization

Additional Resources

Getting support

For help and support information, see Microsoft Dynamics CRM Customer Support.

What is the Microsoft Dynamics definition of an incident?

You can submit a formal Technical Support incident when you experience a problem such as an error message or broken functionality while using Microsoft Dynamics CRM if you believe the problem is caused by a Microsoft product or service. If you’re experiencing multiple but separate problems, submit a separate Technical Support incident for each problem.

Technical Support will not provide general guidance or advice on using or customizing Microsoft Dynamics CRM. For general product guidance and advice, visit the Microsoft Dynamics CRM Resource Center or the Microsoft Dynamics CRM Forums.

Work with records and features

Q: I want to see a subset of a large records lists (such as accounts list or contacts list).

A: To find and display a specific set of records, create a personal view. The Help topic, Create edit or save an Advanced Find search outlines the steps for creating a personal view.

Q: Why can’t I edit, create, or delete a record (such as an account, lead, or contact)?

A: If you’re unable to edit text in a record, or to create or delete a record, you might not have the permissions to do so. Contact your manager or Microsoft Dynamics CRM administrator to update your permissions.

Q: Does Microsoft Dynamics CRM have spellcheck?

A: Currently, Microsoft Dynamics CRM does not have a spelling checker feature.

We have a specific page on our website for customers and partners to make suggestions for future features or product updates. Visit Connect for Microsoft Dynamics CRM and either add to or vote for this suggestion to be sure our product planning team has this information to consider for future releases.

Q: How do I print mailing address labels?

A: This article helps you set up mailing labels: Tutorial: Leverage marketing lists across your team.

Q: How do I attach a file to an email template?

A: You can add attachments to an email template or any email message created with an email template, such as a direct email or a quick campaign.

Add an attachment to an e-mail template

  1. Open the personal or organization template.

  2. In the Attachments area, on the Actions toolbar, click New Email Attachment.

    If you are creating a new template, you will need to save the template first to be able to add an attachment.

Q: How do I increase the font size for text in Microsoft Dynamics CRM?

A: There is no capability to change the font size used in Microsoft Dynamics CRM. The font appears larger or smaller on your browser because of a setting that you chose—most likely one of the following:

  • The Zoom feature in Internet Explorer. Use Ctrl+ and Ctrl- to change the way the web application displays.

  • You can also make changes to the screen resolution on your computer. With a lower resolution, text appears larger.

Work with Outlook

Q: How do I install Microsoft Dynamics CRM for Outlook?

A: To install Microsoft Dynamics CRM for Microsoft Office Outlook, visit the Microsoft Download Center.

You might also want to review the article, Key steps to get started with Microsoft Dynamics CRM for Outlook.

Q: How can I synchronize my contacts between Outlook and Microsoft Dynamics CRM?

A: When you synchronize Microsoft Dynamics CRM for Outlook with Microsoft Dynamics CRM, your contacts in Microsoft Dynamics CRM are included in your Outlook contacts and your Outlook contacts are included in Microsoft Dynamics CRM. For more information about synchronizing contacts, see the procedure, Set synchronization options in Microsoft Dynamics CRM for Outlook.

You can also use the Add Contact Wizard to add your Outlook contacts to Microsoft Dynamics CRM. See the article, Adding Outlook contacts to Microsoft Dynamics CRM with the Add Contacts wizard.

Q: How can I synchronize a subset of my contacts with Microsoft Dynamics CRM for Outlook or with Microsoft Dynamics CRM?

A: You can use filters to synchronize a specific set of your contacts. To find out how, see the topic Choose the types of Microsoft Dynamics CRM records and other items that synchronize.

Q: Why can’t I connect to my organization?

A: For the steps to get connected, see Connect to Another Organization in Microsoft Dynamics CRM for Outlook.

Mobile Express

Q: Can I access Microsoft Dynamics CRM from my mobile phone?

A: Yes. You can use a mobile web browser in your web-enabled mobile phone to connect to your Microsoft Dynamics CRM system. For more information, see Getting started with CRM mobility and Using Mobile Express (Getting Started).

Work with Data Management

Q: How do I import my data to Microsoft Dynamics CRM?

A: There are various Help topics and articles that provide instructions for preparing your data and importing it into Microsoft Dynamics CRM. For more information, see the following:

Q: How do I manage duplicate data?

A: There are various Help topics and articles that provide instructions for identifying and resolving duplicate records. For more information, see the following:

Q: How do I use Excel to edit records?

A: You can now export your existing data to Excel, edit it, and import it back into Microsoft Dynamics CRM. For more information about how to use Excel to update your existing records, see the following:

Work with Reporting

Q: What options do I have to create custom reports?

A: You can create custom reports using the Report Wizard or by using Business Intelligence Development Studio. To create custom reports using Business Intelligence Development Studio, you must install Microsoft Dynamics CRM Report Authoring Extension. To install Microsoft Dynamics CRM Report Authoring Extension, visit the Microsoft Download Center.

For more information about creating custom reports using the Report Wizard, see Create, Edit, or Copy a Report Using the Report Wizard. For more information about creating a custom report using Business Intelligence Development Studio, see Create a Custom Fetch-Based Reporting Services Report. For general information about reporting, see 9 steps to get started with reporting.

Here are some additional resources that explain how to work with Business Intelligence Development Studio to create custom reports and how to parameterize the Fetch statements in these reports:

Q: How do I create a dashboard?

A: The article Build a dashboard for your team outlines the steps to create a dashboard.

Q: Can I add a report to a dashboard?

A: Yes, you can add a report to a dashboard using a web resource. For more information, see the blog post The power of Reports on Dashboards.

Work with Workflows

Q: How do I automate my business processes?

A: You can use workflows and dialogs to automate your business tasks. For more information, see Work with Processes.

General Administration

Q: Is there a guide available for Administrators?

A: Yes. The Administrator's Guide describes the initial tasks that must be done while setting up Microsoft Dynamics CRM, and also the customizations that can be made any time after you set up Microsoft Dynamics CRM. For more information, see Administering Microsoft Dynamics CRM.

Q: How do I add users to Microsoft Dynamics CRM?

A: Watch this Video: Add Personnel to Microsoft Dynamics CRM Online.

This task requires the System Administrator or System Customizer security role or equivalent permissions.

Q: How to control access to data?

A: The Help topic Controlling data access provides information about protecting sensitive data by controlling access to it.

Q: How can I see how much data storage we are using?

A: To see how much data storage you are using, in the Navigation Pane, click Settings, and then click Subscription Management.

Q: Why do I have to sign in to Microsoft Dynamics CRM again? Can I change the amount of time I'm signed in?

A: Microsoft Dynamics CRM keeps you signed in for 8 hours. When you've been signed in for 7 hours and 40 minutes, a message will appear warning that your session is about to expire, and you then have 20 minutes to respond. Click OK, sign in again, and then click the back button on your browser to return to the area of Microsoft Dynamics CRM in which you were working. It's not possible to change how long you can stay signed in.

E-mail and E-mail Router Administration

Q: How do I install and configure Microsoft Dynamics CRM E-mail Router?

A: For information about installing and configuring Microsoft Dynamics CRM E-mail Router, see Microsoft Dynamics CRM E-mail Router Installation Instructions.

Q: How to configure the Microsoft Dynamics CRM (on-premises) and Microsoft Dynamics CRM E-mail Router in different deployment scenarios?

A: For information about configuring Microsoft Dynamics CRM (on-premises) and Microsoft Dynamics CRM E-mail Router in different deployment scenarios, visit Microsoft Download Center.

Q: I get the error “This message has not yet been submitted for delivery” or the status “pending send”.

A: There are a few reasons why you may be seeing and error message that your email is not submitted, or getting an email status of "pending send":

  • If your organization is using the E-mail Router, email messages are not sent automatically. They are batched. You might need to wait for the email messages to be sent.

  • If you are using Microsoft Dynamics CRM for Outlook to manage your email, but are working in the Microsoft Dynamics CRM web application with Microsoft Dynamics CRM for Outlook closed, you need to start Microsoft Dynamics CRM for Outlook for email to be sent.

You can also read a useful post on the Microsoft Dynamics CRM blog that details E-mail Router issues and solutions: Troubleshooting the Microsoft Dynamics CRM E-mail Router.

Performance

Q: How do I optimize the performance of Microsoft Dynamics CRM?

A: For information about optimizing the performance of Microsoft Dynamics CRM, see the white paper Optimizing and Maintaining Client Performance for Microsoft Dynamics CRM (On-Premises Edition) and Microsoft Dynamics CRM.

Q: Is there a checklist of configuration settings to help keep our Microsoft Dynamics CRM organization optimized?

A: The blog post Microsoft Dynamics CRM - Go Live Checklist has a link to a document that contains common configuration settings to improve your overall experience with Microsoft Dynamics CRM and to help you keep your Microsoft Dynamics CRM organization optimized.

Q: Where can I find the system requirements for Microsoft Dynamics CRM?

A: For more information about Microsoft Dynamics CRM system requirements, see the article Microsoft Dynamics CRM Online system requirements and maintenance schedule.

Customization

Q: What customization capabilities are available for Microsoft Dynamics CRM?

A: To know what customization capabilities are available, see Customization Capabilities.

Q: What developer extensions are available for Microsoft Dynamics CRM?

A: To know what developer extensions are available, see the Microsoft Dynamics CRM 2011 Software Development Kit.

Additional Resources

Q: What resources are available to learn more about Microsoft Dynamics CRM?

A: We want you and your organization to take full advantage of the extensive content and materials that are available to help you use Microsoft Dynamics CRM more efficiently. Here are the resources that are available for all Microsoft Dynamics CRM users:

  • Microsoft Dynamics CRM Resource Center

    Data in the Microsoft Dynamics CRM Resource Center is collected from many resources, allowing you to search for relevant information quickly and efficiently. It ranges from published articles to the Microsoft Dynamics CRM Help, the Microsoft Dynamics CRM Forum, and the Microsoft Dynamics CRM Community. To access the Microsoft Dynamics CRM Resource Center, in the Microsoft Dynamics CRM web application, in the Navigation Pane, click Resource Center. Alternatively, click here to visit the Microsoft Dynamics CRM Resource Center.

    One of the most popular resources in the Microsoft Dynamics CRM Resource Center is the collection of videos. For more information, see the article Videos.

  • Microsoft Dynamics CRM Help

    Microsoft Dynamics CRM includes online Help that provides great information on a wide range of common tasks. To access the Microsoft Dynamics CRM Help within the application, click the Help on This Page button 16_help in the upper-right corner of the page or on the File tab, click Help, and then click Contents.

    You can search the Help topics in the Resource Center by specifying keywords related to the information that you are looking for.

    To see the entire compiled help, click here.

  • Microsoft Dynamics CRM Video Gallery

    The Microsoft Dynamics CRM Video Gallery has numerous videos about how you can use Microsoft Dynamics CRM to maximize your business productivity. You can also register for weekly interactive demonstrations on various topics including sales automation, application configuration, and administration. For more information, visit Microsoft Dynamics CRM Video Gallery.

  • Microsoft Dynamics CRM on YouTube

    Several videos are posted to YouTube by the Microsoft Dynamics CRM Team. For more information, visit YouTube - Microsoft Dynamics CRM.

  • Microsoft Dynamics CRM E-Learning Catalogs

    The E-Learning Catalog has a wealth of professional courses designed to help you configure and use Microsoft Dynamics CRM for your business. These courses are designed for various audiences such as end users and Microsoft Dynamics CRM administrators. To use this resource, you must sign in with your Microsoft account that is associated with your Microsoft Dynamics CRM user account. For more information, visit Microsoft Dynamics CRM E-Learning.

  • Microsoft Dynamics CRM Training Materials

    Microsoft Dynamics CRM Training Materials provide professional guidance on the features and functionality of Microsoft Dynamics CRM. To use this resource, you must sign in with your Microsoft account that is associated with your Microsoft Dynamics CRM user account. For more information, visit Microsoft Dynamics CRM Training.

  • Microsoft Dynamics CRM Team Blog

    The Microsoft Dynamics CRM Team Blog includes useful information around the application and customizations that apply to any deployment type of Microsoft Dynamics CRM. For more information, visit the Microsoft Dynamics CRM Team Blog.

  • Microsoft Dynamics CRM Community

    The Microsoft Dynamics CRM Community is a common location for all Microsoft Dynamics CRM users to read about how other users are working with Microsoft Dynamics CRM. You can also find helpful blog posts, product news, and other events here. It is one of the best resources for users to ask and respond to questions about Microsoft Dynamics CRM. For more information, visit Microsoft Dynamics CRM Community.

Q: How do I get assistance with an issue or a question about Microsoft Dynamics CRM?

A: Here are some resources that you could use to troubleshoot issues with Microsoft Dynamics CRM.

  • Ask the Community

    The Microsoft Dynamics CRM Community is a world-wide community and is the best place to begin if you have questions regarding Microsoft Dynamics CRM usage and configuration. The community is set up to allow users to ask or respond to questions about Microsoft Dynamics CRM. Other users in the community who have experienced the same issues can help you resolve the issues. For more information, visit the Microsoft Dynamics CRM Community page.

  • Knowledge Base Search

    The Microsoft Dynamics CRM Support team and experts regularly document known or common issues as Microsoft Knowledge Base (KB) articles. If you experience an issue with the Microsoft Dynamics CRM application, you can typically find the solution by searching the Microsoft Knowledge Base based on the error or by defining what you are trying to do. For more information, visit Microsoft Support.

  • Advanced Product Support Services

    Support incidents provide reactive support that focuses on a specific problem or functionality that is not working as intended. There may be times when you could benefit from additional services beyond what is provided within Support. With access to technical professionals from Microsoft Dynamics CRM, Advanced Product Support Services (APSS) can provide the strategic technical assistance you need. APSS encompass a wide variety of services and products designed to help you get the most from your products. For more information, visit Advanced Product Support Services.

  • Microsoft Dynamics CRM Support

    If you are unable to find the answers or solutions within the resources discussed earlier in this section, you can submit a technical support request to the Microsoft Dynamics CRM Technical Support team. Technical support incidents provide reactive support that focuses on a specific problem, error message, or functionality that is not working as intended. To submit an incident to the Microsoft Dynamics CRM Technical Support team, visit Microsoft Dynamics CRM Support.

Q: How do I submit a suggestion for the Microsoft Dynamics CRM product?

A: To submit a product suggestion, visit Connect for Microsoft Dynamics CRM.

Q: Where can I find third-party add-ons for Microsoft Dynamics CRM?

A: Search the Microsoft Dynamics Marketplace for solutions developed by Microsoft Certified Partners to meet the unique needs of your business or industry. For more information, see Microsoft Dynamics CRM Marketplace.

Applies To:

Microsoft Dynamics CRM Online December 2012 Service Update

(For CRM Online, CRM 2013, and CRM 2015, see CRM Help & Training.)