Frequently Asked Questions - Automated Transition

Top FAQs about transitioning to the Microsoft online services environment

Q. What is being transitioned?

As part of Microsoft's ongoing efforts to enhance the customer experience, we are transitioning subscriptions of Microsoft Dynamics CRM Online to the Microsoft online services environment. The Microsoft online services environment is the administration and billing platform used by all Microsoft online offerings such as Microsoft Office 365. Customers transitioning to this environment can look forward to a unified administration experience across all of their Microsoft online services and improved account management capabilities.

Q. When is my organization going to be transitioned?

In the weeks leading up to your transition, your Billing Administrator will receive email notifications and in-product system alerts outlining your transition schedule. Microsoft plans to complete the transition of Microsoft Dynamics CRM Online subscriptions by Q1 of calendar year 2014.

Q. What is the difference between the Microsoft online services portal and the Microsoft online services environment?

The Microsoft online services portal (MOP) is the user interface for the Microsoft online services environment. MOP is also referred to as the Office 365 administrative portal, and it is the website where administrators can add new subscriptions to their online services account, manage user licenses, access communities and forums, and submit support tickets. The MOP can be accessed at https://portal.microsoftonline.com/

Q. What are the benefits of transitioning to the Microsoft online services environment?

The key benefits your organization can look forward to include:

  • A unified experience with Office 365 including:

    • The ability to provision Office 365 and Microsoft Dynamics CRM Online from a single location.

    • The ability to administer users of different Microsoft online services from a single location.

    • A single bill when Microsoft online services are purchased together.

    • A single sign-on and identity federation.

  • Enhanced compliance with the following privacy and data security industry standards: SAS 70; (SSAE 16); Type II; HIPAA; and EU Safe Harbor. (For more information about Microsoft's data security and privacy practices, visit the Microsoft Dynamics CRM Online Trust Center: http://crm.dynamics.com/en-us/trust-center.

For more detailed information on the benefits of transitioning, visit the Transition Center.

Q. Will I get the same administrative and support services I'm used to when I transition to the Microsoft online services environment?

The new environment offers the same set of administrative and support services you've grown accustomed to and more. For example in the area of service performance monitoring, you will gain access to a Service Health Dashboard for real-time service uptime tracking. For account management, you will now be able to manage all of your Microsoft online services (CRM Online, Office 365 and others) subscriptions from one location.

Q. Who should use the Transition Center?

While the Transition Center is primarily intended for Microsoft Dynamics CRM Online administrators, some of the information may be useful for Microsoft partners and developers.

Q. What is my role in this transition?

While the transition is designed to minimize the burden placed on you, Microsoft needs your help in preparing your organization for the change. Specifically, you will need to notify your end users about changes to their log-in user names and passwords and educate key stakeholders on the implications of the transition on billing and administrative procedures. Your Billing Administrator will also need to accept the use rights described in the Microsoft Online Services Agreement (MOSA) before you can transition.

If your Microsoft Dynamics CRM Online deployments include any partner or third party solutions, we strongly recommend that you contact your solution provider prior to initiating transition to help ensure their solutions will continue to function in the Microsoft online services environment. While no issues with third party solutions are anticipated as result of this transition, Microsoft recommends the involvement of your key CRM Online technology suppliers as a best practice.

Microsoft strongly recommends that you review the Pre and Post Transition Checklist to identify what changes may be required for your Microsoft Dynamics CRM Online organization to achieve a successful transition and avoid feature degradation.

If you have a partner of record you should work with your partner of record to help make sure they are properly attached to your Microsoft Dynamics CRM Online subscription after you transition (see Additional FAQs to consider for more partner of record information).

See the Automated Transition Planning Guide for a list of roles and responsibilities, and tips for transitioning.

Q. Should my partner be involved in this transition?

Your partner of record does not have a direct role in the transition but they can assist you in understanding how the transition will affect your particular deployment and in identifying any requirements unique to your organization. Once you have completed the transition, your partner of record will continue to be your primary resource for help with your Microsoft Dynamics CRM Online deployment. To help ensure that your partner of record is properly attached to your subscription on the Microsoft online services environment, Microsoft recommends contacting your partner of record following your transition. Also note that your partner of record will receive copies of several of the emails sent to you by the Transition Wizard.

Q. Why have I been asked to select a domain name?

Your Domain Name is your organization's unique identifier within the Microsoft online services environment. Your Domain Name is also incorporated into each username for your organization. For example, if your company is “The Contoso Corporation” and your Domain Name is “Contosocorp”, then the usernames for your organization on the Microsoft online services environment will have the form: username@contosocorp.onmicrosoft.com. Through the Transition Wizard tool, Microsoft will recommend a Domain Name for your organization, but you are welcome to create your own.

If you have an existing account on the Microsoft online services environment (including Office 365), you may choose your existing Microsoft online services domain name. See the Top FAQs about transitioning to the Microsoft online services environment section.

Q. Why am I asked to sign in to Office 365? Why have I received emails from Office 365?

The Microsoft online services environment utilizes the same platform as Office 365. Consequently, you will see the Office 365 logo featured prominently when you log-in to Microsoft Dynamics CRM Online and throughout MOP. Do not be alarmed by the different branding. The Office 365 logo does not mean that you have registered for an Office 365 offering. It is simply the brand that was chosen for MOP and the user interface. You may also receive emails with the Office 365 logo welcoming you to the Microsoft online services environment. Again these emails are designed to welcome you to MOP and do not indicate that you have a license for Office 365 (unless you deliberately and separately register for the service).

Q. Why are users asked to switch to new user names and passwords to log in to Microsoft Dynamics CRM Online?

In order to access the benefits of the Microsoft online services environment, users will be given new user names based on the organization's name. Microsoft will email each user a new user name and temporary password. Users must start using these new user names and passwords as soon as the organization's transition to the Microsoft online services environment is complete.

Q: Are there special considerations for users of Microsoft Dynamics CRM for Outlook?

If Microsoft Dynamics CRM for Outlook or Microsoft Dynamics CRM for tablets are used to access CRM, users are asked to follow the following additional steps to reset their password, before signing in.

  1. Go to https://portal.microsoftonline.com.

  2. Enter the user name and temporary password, sent in a separate mail from Microsoft, and sign in.

  3. Enter a new password in the next step. Users may enter a password of their preference.

  4. Once a new password is set, the new user name and password should be used to sign in to CRM.

The change to user names and passwords will also apply to any component that uses a username/password to access Microsoft Dynamics CRM. That includes the CRM Email Router, CRM for Tablets, CRM for Phones, as well as any custom code or 3rd party solutions/integrations that your organization may have. Please carefully follow the Automated Checklist in order to achieve a successful transition and avoid feature degradation.

Q: Outside of new user names and passwords, are there any other changes that need to be made if custom code or 3rd party solutions/integrations have been implemented?

If your organization has customizations that use CRM Online Discovery Service endpoints, those references will need to be updated post transition as the URLs will change. Also, if your organization has customizations that use the legacy 2007 web service endpoint, those customizations will need to be modified to use the 2011 endpoint. For additional details, please refer to the Automated Checklist.

Q: How do I locate the Transition Wizard within CRM Online?

The Transition Wizard icon will appear in the Subscription Management menu of Microsoft Dynamics CRM Online after your organization has been scheduled for transition. To access the Wizard, click or tap Microsoft Dynamics CRM > Settings > Administration > Subscription Management to find the Transition Wizard and Transition Center icons. Screenshots are provided in the Automated Transition Planning Guide.

If your organization has not yet updated to Microsoft Dynamics CRM Online Fall '13, you can access the Transition Wizard by clicking or tapping Settings > Administration > Subscription Management.

Q. If I have a problem or need help during my transition who should I contact?

You can access support at any point during your transition by contacting Microsoft Dynamics CRM Online Support. Select option #2.

Availability and scheduling questions

Q. Can I decide not to transition to the Microsoft online services environment?

Your decision to transition your Microsoft Dynamics CRM Online subscription to the Microsoft online services environment is voluntary. You are free to remain on the legacy billing and administration platform for the remainder of your subscription term. Note that the legacy billing and administration platform is scheduled to be decommissioned in Q1 of calendar year 2014. Thereafter, customers will only be permitted to renew their Microsoft Dynamics CRM Online subscriptions through the Microsoft online services environment and will have to manually move their solutions, including data, to the Microsoft online services environment.

Q. What day of the week does the transition occur?

Transitions will take place 7 days a week, 24 hours a day. Because the transition process does not affect users, you may be transitioned at any time on your scheduled date of transition.

Q. Will I be able to use Microsoft Dynamics CRM Online during transition?

End users will have full access to their Microsoft Dynamics CRM Online accounts, and most administrative functions will be available throughout your transition. To help ensure that all of your users are transitioned successfully, you may not add users, change your payment instrument information or change your subscription terms on the day of your transition.

Q. Why did I receive a notice that I will need to be assisted through my transition?

Microsoft is committed to making the transition process as seamless as possible. If we identify any issues that may impact your experience on the Microsoft online services environment or will interfere with your business during your transition, you will be assigned a Transition Manager who will assist you through your transition to help ensure that you do not experience disruptions in your service as a result of this transition.

Q. Can I reschedule my transition?

Your transition schedule has been determined based on your solution, and we have designed a transition process to help ensure that it will not impact normal business activities. As a result, we strongly encourage you to transition on your originally assigned transition date and time. However, if there are extenuating circumstances that require you to reschedule your transition, you can do so by contacting Microsoft Dynamics CRM Online Support. Select option #2.

Q. How does the schedule for our transition relate to the Microsoft Dynamics CRM Online Fall '13 update schedule we've been asked to select?

Microsoft Dynamics CRM Online Fall '13 update is now available and you will receive a separate set of communications about that process. We will work to separate the schedule for your transition from your update. The update and transition cannot occur on the same day and we recommend a few weeks in between.

Billing, pricing, and licensing questions

Q. How will my billing change as a result of the transition?

On the legacy billing and administration platform, your billing was in arrears. In the Microsoft online services environment, billing is in advance. As a result of this change, following the transition, you may receive two bills in quick succession (i.e. your last in arrears invoice from the legacy platform and your first in advance invoice from the Microsoft online services environment). Please note that you will NOT be double-billed as a result of this transition, and following the transition the regular in advance billing cadence will apply. If however, you believe there has been an error, please contact the Microsoft Office 365 Billing Support.

An example invoice timeline before and after transitioning to the Microsoft online services environment

Q. Will my subscription term or payment instrument change as a result of this transition?

The term of your new subscription on the Microsoft online services environment will be close to or equivalent to the time remaining in your subscription before your transition. For example, if you have four months left in your subscription before you transition, then you will have four months remaining once you have transitioned.

Your payment instrument will not change as a result of the transition. Once you have transitioned to the Microsoft online services environment, you can change your payment instrument method at the time of your renewal. You may not make any changes to your payment instrument information on your transition date. If your payment instrument has expired, however, please update this information as soon as possible.

Q. Are there pricing changes for Dynamics CRM Online in the Microsoft online services environment?

Depending on your region you may experience a change in pricing after you have transitioned to the Microsoft online services environment. The reasons for these changes are:

  • Certain regions may experience an increase in Value Added Taxes (VAT) following their transition. A full list of affected regions can be found in the Legal Disclaimers.

  • Certain fees associated with ancillary services such as additional storage which were not billed under the legacy billing platform due to technical limitations, may be charged once your organization transitions to the new platform.

For more information on changes to pricing, please refer to the Legal Disclaimers.

Q. If I have received a special pricing offer for my Microsoft Dynamics CRM Online subscription, will that offer be honored on the new platform?

Yes. If you have a special pricing offer, it will continue to be honored until the end of your subscription term. It is important to note that all special pricing offers are subject to change at the end of your subscription term. In addition, special pricing offers are also subject to these pricing:

  • Certain regions may experience an increase in Value Added Taxes (VAT) following their transition. A full list of affected regions can be found in the Legal Disclaimers.

  • Certain fees associated with ancillary services such as additional storage which were not billed under the legacy billing platform due to technical limitations, may be charged once your organization transitions to the new platform.

For more information on changes to pricing, please refer to the Legal Disclaimers.

Q. If I am about to transition, can I still purchase additional Microsoft Dynamics CRM Online users?

To help ensure that all of your Microsoft Dynamics CRM Online users are successfully transitioned, we recommend that you do not add users on the day you are scheduled to transition. Once your transition has been completed, you can proceed with adding users.

Q. Why am I being charged for additional storage following my transition?

While the cost of add-ons such as additional storage did not change as a result of the transition, Microsoft's ability to bill for add-ons has. Due to some of the technical limitations of the legacy platform, Microsoft was unable to charge for billable add-ons such as additional storage. Consequently Microsoft waived the fees associated with the add-ons until such a time as it could collect the advertised price. The new environment allows Microsoft to appropriately assign services such as add-ons to accounts and therefore correctly bill for them. For customers whose additional storage fees were waived historically, Microsoft will not attempt to collect these fees in arrears.

Q. Can I add additional storage for my Microsoft Dynamics CRM Online subscription in the Microsoft online services environment?

Yes. Each subscription includes 5 GB storage and customers can add storage in 1 GB increments up to 100 GB. The price for additional storage is $9.99 USD (or local equivalent) per 1 GB.

Q. Are there any payment restrictions on the Microsoft online services environment?

The Microsoft online services environment allows payment by credit card or by invoice. You can modify your payment type on your renewal date. You may not make any changes to your payment instrument information on the day of your transition.

Q. Can I be invoiced annually on the Microsoft online services environment?

Invoicing and credit card customers will be allowed to change their payment frequency after transitioning to the Microsoft online services environment at renewal on their renewal date. Following your transition, if you would like to make changes to how you invoice, you should contact Microsoft Office 365 Billing Support when you renew your subscription.

Q. If my organization is enrolled in a Campus/School Agreement, does the transition constitute a renewal? Can I change the price of my subscription during the transition?

The transition is not the same as a renewal. You can request a change in price at the renewal of your subscription.

Q. Once I transition, will I be able to access my billing history?

Yes. You can access historical billing information for any billing period preceding your transition by logging in to http://commerce.microsoft.com and selecting transactions. To access your billing information for periods following your transition date, select billing from the Licensing page in the Microsoft online services portal.

Q. Has my billing support contact changed as a result of this transition?

Yes. Prior to your transition, you can receive billing support by contacting Microsoft Dynamics CRM Online Support.

After you transition to the Microsoft online services environment, you can access billing support by selecting the support number for your area at Microsoft Office 365 Billing Support.

Transition and impact on other updates and products

Q. What is the difference between the transition and the Microsoft Dynamics CRM Online Fall '13 update that is being scheduled?

A transition of your subscription to the Microsoft online services environment is not the same as a Microsoft Dynamics CRM Online service update. The subscription transition is a one-time occurrence that affects your billing platform. Service updates are recurring releases that affect the features and capabilities that you receive in CRM Online. For information about service updates, see Get Ready for the Next Release.

Q. How does the schedule for our transition relate to the Microsoft Dynamics CRM Online Fall '13 update schedule we've been asked to select?

Microsoft Dynamics CRM Online Fall '13 update is now available and you will receive a separate set of communications about that process. We will work to separate the schedule for your transition from your update. The update and transition cannot occur on the same day and we recommend a few weeks in between.

Q. Where can I find more information about scheduling my Microsoft Dynamics CRM Online Fall '13 update to Microsoft Dynamics CRM Online?

See Manage Microsoft Dynamics CRM Online Updates. You will receive a separate set of communications for this process.

Q. If we are planning to add Yammer to our solution, should we transition first?

Yes, the best practice is to transition first to the Microsoft online services environment and then complete the addition of Yammer to your solution. Contact Microsoft Dynamics CRM Online Support (select option #2) if you want to transition to the Microsoft online services environment in order to add Yammer to your solution.

Existing accounts in the Microsoft online services environment (including Microsoft Office 365) questions

Q. If I have an existing Microsoft online services account (including Office 365), will my Microsoft Dynamics CRM Online subscription automatically be added to my existing Microsoft online services account?

No. Your Microsoft Dynamics CRM Online account cannot automatically be transitioned to your existing Microsoft online services account. If you want to transition to an existing account, you should contact Microsoft Dynamics CRM Online Support. Select option #2.

Q. Does my transition process change if I transition to an existing Microsoft online services account?

Yes. In order to transition your Microsoft Dynamics CRM Online account to an existing Microsoft online services account, you will need to perform some additional steps. In particular, you will need to create a mapping between your Microsoft Dynamics CRM Online users and your existing Microsoft online services users. If you elect to transition to an existing Microsoft online services account, Microsoft will appoint a Transition Manager to assist you through your transition. If you want to transition to an existing account, you should contact Microsoft Dynamics CRM Online Support. Select option #2.

Q. Why would I want to transition my Microsoft Dynamics CRM Online to my existing Microsoft online services account?

Provisioning all of your Microsoft online services, including Microsoft Dynamics CRM Online and Office 365, within the same Microsoft online services account, will allow you a single, unified, administrative experience across all of your online services. It will also allow your users to access all of their Microsoft online services accounts using a single login.

Q. Do I have to transition my Microsoft Dynamics CRM Online subscription to my existing Microsoft online services account?

No, you are not required to transition to an existing Microsoft online services account. You can maintain separate accounts for your Microsoft online services subscriptions by choosing a unique Microsoft Dynamics CRM Online Domain Name.

Q. What happens if I currently have multiple Microsoft Dynamics CRM Online instances and I want to transition them to one subscription?

In order to transition your multiple Microsoft Dynamics CRM Online instances to one subscription on the Microsoft online services environment, you will need to perform some additional steps. Microsoft will appoint a Transition Manager to assist you through your transition and you should contact Microsoft Dynamics CRM Online Support. Select option #2.

Additional FAQs to consider

Q. Why is it important to complete the Pre and Post Transition Checklists?

If the Pre and Post Transition Checklists are not followed authentication issues may occur with the Microsoft CRM Outlook Client, the Microsoft CRM E-Mail Router, or with custom code that utilizes either Windows Live ID authentication or deprecated web service endpoints.

Q. Will my organization data be copied to different places?

No. The transition moves the configuration of your organization to the Microsoft online services environment, but it does not physically move your data or applications.

Q. Will I be allowed to roll back if there are problems?

In the event of a problem with the transition, Microsoft support engineers will be assigned to work with you to address your technical issues. If you experience problems with any customized third party solutions as a result of this transition, we recommend you contact either your partner or the Independent Service Provider (ISV) that provided the solution.

Q. Will my end users need a new URL to access their organization?

No. Your end users will receive new log-in user names and temporary passwords; however they will use the same URL as you do today. Bookmarks to the organization URL do not need to change.

Q. If I have a third-party non-Microsoft solution, how do I validate that the solution will work properly following the transition?

Microsoft has provided Independent Software Vendors (ISV) detailed information to help ensure that ISV solutions will not be affected by the transition. However, it is recommended that you contact your partner or ISV before you transition if you have any ISV solutions.

Q: Will my partner of record automatically be assigned to me after I transition to the Microsoft online services environment?

Yes. However, after the transition you should verify that this assignment has been maintained by going to the Licensing page in the Microsoft online services portal, selecting your Microsoft Dynamics CRM Online subscription, and checking the subscription details where your partner information should be displayed (see below). We recommend that you contact your partner of record following your transition to help ensure they are correctly attached to your account.

Accessing partner information in the Microsoft online services environment

Support contacts and questions

Billing Support

Q. Does my billing support contact change as a result of this transition?

Yes.

Transition Support

Q. Who should I contact for questions regarding my transition?

If you have questions about your transition, you can contact Microsoft Dynamics CRM Online Support. Select option #2.

Q. During which hours is transition support available?

Transition support is available globally throughout the work week during normal business hours.

Technical Support

Q. Does this transition change my technical support contacts?

Yes, your contacts will change.

Q. Will I be able to access my old technical support cases via Microsoft online portal or Microsoft technical support after I transition?

No, you will need to sign in to CustomerSource with your Microsoft account and select View an existing technical support request to view requests submitted prior to your transition. Please do not reopen or create new cases in CustomerSource, instead go to the Microsoft online portal for assistance.