CMCRM Implementation Guide by Applications A/S

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Contents Before you get started .......................................................................................................................................................... 4 Intended audience............................................................................................................................................................. 4 Prepare for installation ..................................................................................................................................................... 4 Installation steps ................................................................................................................................................................. 4 Upgrading from CMCRM Version 1 ......................................................................................................................... 4 Prepare for installation .......................................................................................................................................................... 5 Prepare the installation files ............................................................................................................................................ 5 Prepare your CRM system ............................................................................................................................................... 5 Enabling ISV Extensions in your CRM deployment.............................................................................................. 5 Installing the CMCRM Website extensions ...................................................................................................................... 7 Installing the CMCRM Synchronization Service ............................................................................................................. 8 The CMCRM Controller application .................................................................................................................................. 9 The CMCRM Controller User Interface ........................................................................................................................ 9 The Integration List ..................................................................................................................................................... 10 The Integration Ribbon Page ................................................................................................................................... 10 The Support and feedback Ribbon ........................................................................................................................ 11 Adding an integration using the Integration Wizard ............................................................................................. 12 Step 1: CMCRM License ............................................................................................................................................ 13 Step 2: Choose the CRM Authentication option ................................................................................................ 13 Step 3 (With On-Premise): On-Premise Authentication................................................................................... 14 Step 3 (With IFD): IFD CRM Authentication ......................................................................................................... 14 Step 4: Email Marketing Authentication................................................................................................................ 15 Step 5: Choose your synchronization settings .................................................................................................... 15 Step 6: Logging options ............................................................................................................................................ 18 Step 7: Advanced Options ........................................................................................................................................ 19 Step 8 (Only the first time): Create CMCRM Extentions ................................................................................... 20 Step 9: Finishing the Add/Edit integration wizard ............................................................................................. 21 Post-integration wizard tasks you might need to complete ........................................................................... 21 Managing Campaigns and Marketing Lists from the CMCRM Controller ....................................................... 22 Elements of the user interface...................................................................................................................................... 23 2

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Roles and Privileges ............................................................................................................................................................. 24 Adding the role to the synchronization user ........................................................................................................... 24 Overview of the CMCRM Extentions role.................................................................................................................. 25 Manually creating the CMCRM Extensions ................................................................................................................... 26 Modify the cmcrm-customizations.xml file ............................................................................................................... 26 Import and publish the modified cmcrm-customizations.xml file...................................................................... 26 Export the isv.config file ................................................................................................................................................. 27 Modify the isv.config file ................................................................................................................................................ 27 The Xml you need to add/append to the list and campaign entities .......................................................... 27 Import and Publish the modified ISV.Config file ..................................................................................................... 27 Verifying and monitoring your CMCRM deployment ................................................................................................ 28 Verify the CMCRM Website .......................................................................................................................................... 28 Verify the Application Pool ....................................................................................................................................... 28 Verify authentication .................................................................................................................................................. 28 Monitoring the CMCRM Synchronization Service .................................................................................................. 29 Start the Windows Performance Monitor............................................................................................................. 29 Add the CMCRM Counters to the Performance Monitor ................................................................................ 29 Uninstalling CMCRM ............................................................................................................................................................ 30 Uninstall the CMCRM Website extensions ................................................................................................................ 30 Uninstall the CMCRM Synchronization Service and Controller .......................................................................... 30 Removing the CMCRM Extensions from the CRM System .................................................................................. 31

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Before you get started Intended audience We strongly recommend that you have knowledge about the following technical areas: -

Windows Server

Setting up a website / Application on an IIS Server

Customization and deployment of Microsoft Dynamics CRM 4.0

Using Campaign Monitor

Prepare for installation Be sure to have the following ready for installation: -

Unpack the downloaded ZIP file, containing the two installations

We recommend that you unpack the ZIP file on the Desktop for easy access -

Have your License name and License key at hand

We recommend that you have the license email open or copy the license name and key into a notepad document. -

Make sure you are logged in on the CRM Server as a Windows user with access to your CRM system and sufficient privileges. The CRM user must have the following roles (or equivalent to these): o

System Administrator

System Customizer

Installation steps 

Prepare your CRM System

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Install the CMCRM Website extensions

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Install the CMCRM Controller

Upgrading from CMCRM Version 1 If you already have CMCRM installed, please follow the upgrade guidelines before you install Version 2

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Prepare for installation Follow the guidelines in this section to prepare for installation.

Prepare the installation files Unpack the installation files (zip file) to a folder on the CRM Server. It is important you locate and unpack the correct package depending on your platform. Use: -

CMCRM-2.0.x-x86.zip If you are installing on a 32-bit Windows Server, with the 32-bit edition of Dynamics CRM

CMCRM-2.0.x-x64.zip If you are installing on a 64-bit Windows Server, with the 64-bit edition of Dynamics CRM

Once you have unpacked the main zip file above, you will see it contains yet two other zip files, one for each installation. Unpack both of these zip files as well (in separate subfolders): -

CMCRMWebSetup-xxx.zip This is the installation files for the CMCRM Website extensions

CMCRMSetup-xxx.zip This is the installation files for the CMCRM Controller

Prepare your CRM system CMCRM will extend your CRM system in the following ways: The Marketing List entity and Campaign Entities: 

Two Toolbar buttons are added to the entities, to allow the entities to be linked

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A new Tab is added with custom attributes to support link and synchronization information

The Campaign Response entity 

New attributes are added to support Click Count and the URL information on Link Clicked events

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The Pick List attribute Response Code is extended with new Pick List options, that correspond to the possible events received from Campaign Monitor (Open, Bounce, Unsubscribe, etc.)

A new custom entity is added: Event Log This entity contains the synchronization event log for Campaigns and Marketing Lists. The Event Log entity is added to both of these entities for easy access. Enabling ISV Extensions in your CRM deployment To see the new buttons added by CMCRM, you need to enable ISV extensions in your CRM deployment, if they have not already been enabled. Start your CRM System in a web browser and follow these steps: 1) Select the Settings Work area 5

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2) Select Administration 3) Click on System Settings The System Setting dialog will now open 4) Select the Customization Tab 5) In the Custom menus and toolbars section, add at least the Web Application option as shown below:

Note: If you have a multi-tenancy deployment of Dynamics CRM, e.g. a deployment with multiple organizations, you need to perform the steps above for each organization where you intend to use CMCRM.

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Installing the CMCRM Website extensions Follow these steps to install the website extensions. Note: If you have a multi-tenancy deployment of Dynamics CRM, e.g. a deployment with multiple organizations, you still only perform this installation once. 1) Locate and open the folder with the CMCRMWebSetup installation files on your CRM Server 2) Double-click on the Setup.exe file 3) Press Next 4) Select the follow settings: a. Your Microsoft Dynamic CRM Website (usually called Microsoft Dynamics CRM) b. The Application Pool of the CRM system (usually called CRMAppPool)

IMPORTANT: It is mandatory, that you select the Application pool that is used by the CRM Website. If you have a customized CRM deployment, the above screen clipping might not reflect your system. 5) Press Next twice to start the installation 6) Press Close when the installation is finished

All the necessary UI Extensions for your CRM Server have now been installed

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Installing the CMCRM Synchronization Service Follow these steps to install the CMCRM Synchronization Service and the CMCRM Controller. Note: If you have a multi-tenancy deployment of Dynamics CRM, e.g. a deployment with multiple organizations, you still only perform this installation once. 1) Locate and open the folder with the CMCRMSetup installation files on your CRM Server 2) Double-click on the Setup.exe file 3) Press Next 4) Change the installation folder, or leave it as is (recommended) and press Next The Set Service Login dialog will pop up in the top left corner of the screen, prompting you to provide credentials for the CMCRM Synchronization Service:

IMPORTANT: Type in a valid Windows User, that is also a CRM user in all organizations you intend to extend with the CMCRM Integration. This user must have enough privileges in the CRM system to read/write all the Accounts, Contacts, Leads, Marketing Lists, Campaigns & Campaign Responses you intend to synchronize. 5) Press OK 6) Press Close when the installation has finished

The CMCRM Synchronization Service as well as the CMCRM Controller has now been installed, and a Link with the name CMCRM has been added to the Programs menu on the computer. Note: For more information on the credentials needed, to successfully synchronize CRM and Campaign Monitor data with CMCRM, please read the section Roles and Privileges.

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The CMCRM Controller application The CMCRM Controller is the administrative application of CMCRM (Much like the CRM Deployment Manager), and lets you manage all aspects of synchronizing data between Dynamics CRM and Campaign Monitor. You can use the CMCRM Controller to: 

Add, Edit or remove integrations and integration settings

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Get an overview of what Campaigns and Marketing Lists that are linked

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Link or Unlink Campaigns and Marketing Lists (Users can also do this directly from the Dynamics CRM web application)

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Pause or start synchronization of individual Campaigns and Marketing Lists (Users may also do this directly from the Dynamics CRM web application)

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Reset synchronization for all or individual Campaigns and Marketing Lists

Starting the CMCRM Controller Application 1) Click the Windows (Start) Button 2) Select the All Programs menu 3) Click on the CMCRM Link in the menu

The CMCRM Controller User Interface

When you start the CMCRM Controller, you can immediately see all the integrations you have setup between Dynamics CRM and Campaign Monitor.

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The Integration List This list contains all the integrations you have setup for your CRM Deployment

Column Organization

Description The CRM Organization being synchronized. CMCRM Can synchronize multiple CRM organizations (Multi-tenancy). Displays what kind of Authentication is used in the integration. CMCRM Supports On-Premise and Internet facing Deployments (IFD) Displays the URL used to access the CRM System Displays the URL used to access the Email Marketing system Displays the expire date for the license used with the integration

CRM Edition CRM Website CM Website Expires On

If you need to edit an existing integration, double-click on integration in the list, and the Add/Edit integration wizard will startup. The Integration Ribbon Page From this Ribbon Page you can manage the integrations and the synchronization service.

Command Add Integration Remove Integration Open CRM in Web Browser Reset Campaigns

Reset Marketing Lists Start Stop

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Description Starts the Integration Wizard, allowing you to add a new integration Removes the selected integration from the list Opens the CRM Website from the selected integration in the list Resets the synchronization of all campaigns. The next time the CMCRM synchronization service runs synchronization, all the campaigns will be synchronized all over as if it was the first time they were synchronized. Same as the Reset Campaigns button, but it resets the Marketing Lists instead. Starts the Synchronization Service, which then begins to perform synchronization at the specified intervals for all added integrations Stops synchronization of all integrations

The Support and feedback Ribbon For questions of support, we recommend that you contact the CMCRM partner from whom you purchased your CMCRM license, as they can probably answer your questions directly, but you are always welcome to contact us with both questions of support, use-case scenarios and troubleshooting, as well as giving us feedback and make feature requests. We have added our four main social channels that we use to interact with customers and partners for your convenience.

Social channel Facebook

Use it to Post questions of support or feedback and feature requests. We also post product development here. Post questions of support or feedback and feature requests. We also post product development here. We post instructional and how-to/Tip videos on our YouTube channel Our Company page on LinkedIn contains all the information you need to reach us by postal mail, Phone, fax and email

Twitter YouTube LinkedIn

If you want to stay up-to-date with upcoming features, add-ons and tips on how to get the most out of CMCRM, be sure to follow us on one of the social channels above.

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Adding an integration using the Integration Wizard Adding a new integration is easy. Click on the Add Integration button to start the wizard that will guide you through all the necessary steps to add a new integration:

Use the Next button to validate and proceed to the Next step You may always click on the Back arrow button in the top left corner of the wizard to return to a previous step, or click Cancel to stop the wizard on any step.

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Step 1: CMCRM License

Element License key Name

Description Type the license key you received in the license email Type the Name on the license that you received in the license email

Step 2: Choose the CRM Authentication option

Element On-Premise IFD

Description Select this option if you have an On-Premise deployment of CRM Select this option if your CRM deployment uses IFD Authentication, or your CRM System is hosted with a CRM Service Hosting Provider

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Step 3 (With On-Premise): On-Premise Authentication

Element CRM Url

Description Type in the Url you normally use to reach your CRM system from Internet Explorer Load Organizations Press the Load Organizations button, to load all the organizations in your CRM Deployment. Organization Select the organization you wish to use with CMCRM Note: If you are using an Organizational License key, you need to select the organization bound to the License Name on step 1 in order to proceed. Step 3 (With IFD): IFD CRM Authentication

Element User name Password CRM Url Load Organizations Organization 14

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Description Type in the Domain and user name for the CRM User you wish to use, to connect to your CRM system. Type in the Password for the user Type in the Url you normally use to reach your CRM system from Internet Explorer Press the Load Organizations button, to load all the organizations in your CRM Deployment. Select the organization you wish to use with CMCRM

IMPORTANT: The Windows User you are using to make the IFD Authentication on this integration must have sufficient privileges in the CRM system to read/write all the Accounts, Contacts, Leads, Marketing Lists, Campaigns & Campaign Responses you intend to synchronize. The CMCRM Synchronization Service will use this user account to gain access to your CRM System. For more information on the credentials needed, to successfully synchronize CRM and Campaign Monitor data with CMCRM, please read the section Roles and Privileges. Step 4: Email Marketing Authentication

Element User name

Description Type in the user name you use to access your Campaign Monitor account Type in the password for your Campaign Monitor user Type in the Url you normally use to access Campaign Monitor from your browser

Password CM Url

Step 5: Choose your synchronization settings

Element Two-way synchronization

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Description CMCRM will synchronize data from your CRM and send them to Campaign Monitor. CMCRM will also synchronize data from Campaign

Element From CRM to CM From CM to CRM Synchronize Campaigns

Synchronize Marketing Lists Allow Contact data to be updated in Dynamics CRM

Resubscribe people when adding to CM

Auto-detach deleted campaigns and lists in CM

Send Data from Dynamics CRM in batches of…

Synchronize organization every… Synchronize Campaign Responses Opens

Clicks

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Description Monitor and send them to your CRM System. CMCRM will only send data from your CRM System to Campaign Monitor, and not vice versa CMCRM will only send data from Campaign Monitor into your CRM System, and not vice versa. Choose whether or not to synchronize Campaign details. With this option checked, the overall details of your campaigns are synchronized to the CRM System (i.e number of opens, bounces, etc.). See the Campaign Monitor tab of the Campaign Entity for information on what is synchronized Choose whether or not to synchronize Marketing Lists, with subscriber lists in Campaign Monitor With this option checked, you allow CMCRM to update data on matched Accounts, Contacts and Leads in your CRM System. If you want to prevent CMCRM from updating existing data and only create new Accounts, Contacts and leads, you can uncheck this option With this option checked, CMCRM will resubscribe people when sending them to Campaign Monitor. If you do not want unsubscribed people in Campaign Monitor to be resubscribed again, if they are added again at a later time, you can uncheck this option – otherwise they will be added as active subscribers again, even if they have previously opted out on the particular subscriber list in Campaign Monitor With this option checked, you can delete Subscriber lists and Campaigns from Campaign Monitor, without also unlinking them in your CRM System. CMCRM will automatically remove any links to deleted subscriber Lists and Campaigns.. Here you can specify the number of Accounts, Contacts or Leads send from CMCRM to Campaign Monitor at a time. Valid values are from 10 to 100. If you set the setting to 100, then Campaign Monitor will be called 10 times to send a thousand accounts, contacts or leads from your CRM System (We recommend that you leave this setting at 100). Specify how often synchronization should take place. Valid values are from 1 to 1440 minutes (We recommend an interval from 5-60 minutes, depending on the activity in your Campaign Monitor campaigns) Choose whether or not you want CMCRM to download the different responses in your campaigns and convert them into Campaign Responses in your CRM System. With this option checked, CMCRM will download “Open” responses from Campaign Monitor and convert them into Campaign Responses, with a Response code of “Open”. With this option checked, CMCRM will download “Link Click” responses from Campaign Monitor and convert them into Campaign Responses, with a Response code of “Link Click”.

Element Bounces

Unsubscribes

Auto-Close responses in Dynamics CRM

Only create the first Click/Open…

Update the Count on matched responses

Create new responses for each Click/Open…

Response subject Prefix

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Description With this option checked, CMCRM will download “Bounce” responses from Campaign Monitor and convert them into Campaign Responses, with a Response code of “Bounce”. Both soft and hard bounces will be downloaded With this option checked, CMCRM will download “Unsubscribe” responses from Campaign Monitor and convert them into Campaign Responses, with a Response code of “Unsubscribe”. Choose whether or not you want CMCRM to close the created Campaign Responses. If you do not check this option, all campaign responses will be left in the “Active” State, and your CRM Users must manually close the responses. With this option selected, CMCRM will only Convert a Campaign Monitor to a Campaign Response once. For example: If a user opens an email 3 times, Campaign Monitor will log this as three responses, however, CMCRM will just add the first “Open” response and skip the next 2 times With this option selected, CMCRM will match previously created Campaign Responses, re-open them if necessary, and update the Click/Open/Bounce count on the Campaign Response. For example: If a user opens an email 3 times, Campaign Monitor will log this as three responses. The first time CMCRM will convert the response to a Campaign Response, and the next two times; it will match the Campaign response, update the Click Count, and Save/Close the Campaign Response again. This Option gives you the most correct picture of what’s going on in your campaigns, but is also the slowest option, as your CRM System is going to be called several times for each match. With this option selected, CMCRM will not try and match Campaign responses, but will always Convert Campaign Responses from Campaign Monitor into new Campaign responses in your CRM System. For example: If a user opens an email 3 times, Campaign Monitor will log this as three responses. CMCRM will convert each of these three responses into a new Campaign Response, and you will end up with 3 Campaign Responses for that subscriber in your CRM System. When CMCRM Creates a new Campaign Response in your CRM System, it will set the topic of that response to either “Open”, “Click”, “Bounce” or “Unsubscribe”. You can prefix this topic with something of your choice. The subject prefix is useful to quickly recognize what responses are being created by CMCRM, or to identify the Responses in CRM Workflows, etc.

Step 6: Logging options

Logging for Marketing lists and Campaigns: Element Log only the initial synchronization Log only Changesâ&#x20AC;Ś

Log every synchronization

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Description With this option checked, CMCRM will only create an Event log, the first time it synchronizes the Marketing List or Campaign With this option checked, CMCRM will create an event log, only if something has changed, e.g. new subscribers has been added/removed, new Campaign Responses has been created, etc. This is the recommended option With this option checked, CMCRM will create an event each time it synchronizes a Marketing List or Campaign. If you, for example, synchronize every 5 minutes, a new event log will be created every 5 minutes for each linked Campaign or Marketing List. Only use this option if you suspect that something is wrong with your synchronization settings, as it generates a significant amount of event log data in your CRM System.

Step 7: Advanced Options

Element Respect Do not Bulk Email

Set Bulk Email option…

Do not synchronize List members and Subscribers on initial synchronization

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Description Select whether or not CMCRM should respect the built-in Do not Bulk Email attribute setting on your Accounts, Contacts and Leads. If this option is checked, data with this attribute set to “Do not Allow”, will not be sent to Campaign Monitor. If you check this option, CMCRM will automatically set the Do not Bulk Email attribute to the value of “Do not Allow”, when it received an unsubscribe from Campaign Monitor. When you first setup a link between a Campaign Monitor subscriber list and a Marketing List in Dynamics CRM, CMCRM will synchronize everything, on the first run. On later runs, it will only synchronize the changed data in the time span between the last and current run. If you have very large Marketing Lists (50.000+), you can optimize the time it takes to synchronize the first time, by checking this option. However: You must then manually export the members of your Marketing Lists to a file and import that file in Campaign Monitor, before you link the lists.

Step 8 (Only the first time): Create CMCRM Extensions

If it is the first time you create integration for the selected CRM Organization, CMCRM needs to add the custom attributes and buttons as well as the new Event log entity. We strongly recommend that you use the option to automatically let CMCRM create these extensions. Press the Click here to create the extensions button, to let CMCRM do the following: 1) Import the customized and new attributes/entities from the IsvExtensions folder in your CMCRM installation, to your CRM System 2) Export your existing isv.config file, and creating a backup of the file 3) Extending the exported isv.config file with the new CMCRM buttons 4) Import the modified isv.config file to your CRM system 5) Publishing all customizations IMPORTANT: Step 5 will publish all pending customizations in your CRM System. If you have customizations pending publishing, we recommend that you first finish these customizations (and optionally publish them as well) before you run this step. The textbox in this step will describe every step being made above, and report any error here if they should occur. Note: Depending on the size and extend of existing customizations in your CRM deployment, step 1 through 5 may take several minutes to complete.

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Step 9: Finishing the Add/Edit integration wizard

Press finish to save all the settings you made in the wizard. Post-integration wizard tasks you might need to complete 

You need to make sure, that the CMCRM Synchronization Service user, you typed in during installation is a valid CRM User in the CRM organization you added, if you are using On-Premise authentication. Read the section: Roles and Privileges.

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You need to make sure, that the Synchronization Service user, or the user you typed in during the IFD Authentication step has enough privileges in the CRM organization you added

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If you did not activate isv extensions before you completed the wizard, you need to make sure that isv extensions are generally available. Read the section: Roles and Privileges.

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If you opted to manually create the CMCRM extensions, you may need to import the xml file “cmcrm-customizations.xml” from the IsvExtensions folder under the installation folder of CMCRM on the server. Read the section: Manually create CMCRM Extensions.

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Managing Campaigns and Marketing Lists from the CMCRM Controller

Press the Caption button in the â&#x20AC;&#x153;Microsoft Dynamics CRMâ&#x20AC;? group, will login to the selected CRM Server, from the list of connections, and bring up the Manage Links dialog:

With this dialog you can: -

Get an overview of your linked and not linked Marketing Lists and Campaigns

See your Subscriber lists and sent email campaigns

Link or unlink Marketing lists and Campaigns

Pause or resume synchronization of individual Marketing Lists and Campaigns

Reset the synchronization date on individual Marketing Lists and Campaigns

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Elements of the user interface List of Marketing Lists and Campaigns in your CRM System:

The list to the left contains the Marketing Lists or Campaigns in your CRM System. The list on the right contains the subscriber lists and sent campaigns in Campaign Monitor. Use the radio buttons over the list, to switch the view between Marketing Lists or Campaigns. When you select a Marketing List or Campaign in the left list, and optionally a subscriber list or sent campaign from Campaign Monitor, you can use the Command buttons in the Ribbon of the dialog to manage different aspects:

Button Close Create Link

Description Closes the dialog Links the selected Marketing List / Campaign with the selected subscriber list or sent campaign from Campaign Monitor Removes the link to Campaign Monitor on the selected Marketing List or Campaign Pauses synchronization of the selected Marketing List or Campaign Resumes synchronization of a paused Marketing List or Campaign Resets the synchronization date of the selected marketing List or Campaign

Unlink Pause Resume Reset date

Note: The Create Link/Unlink and Pause/Resume functions are also available to the CRM users, from the CMCRM Buttons within the CRM System.

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Roles and Privileges The CRM privileges are an important aspect of the synchronization process. Depending on the CRM Edition you choose, when you add integration, CMCRM will authenticate itself using a specific CRM User. This user must have sufficient privileges to read/write the data being synchronized. Chosen CRM Edition: -

On-Premise

CMCRM Will authenticate using the Windows/CRM user, you typed in during installation of the CMCRM Service and Controller application -

Internet Facing Deployment (IFD)

CMCRM will authenticate using the Windows/CRM user, you typed in on step 3 of the Add integration wizard In order to easily manage the needed privileges, CMCRM adds a specific role to your CRM system, when you configure integration for the first time. This role is called CMCRM Extensions. It has been setup with all the needed privileges, to be able to synchronize data for the entire organization. IMPORTANT: If you do not want to use this new role, you will have to make sure, that the user performing the synchronization has a combination of roles that will give the same privileges. You can use built-in role System Administrator. This role contains sufficient privileges, for reading and writing data within the entire organization.

Adding the role to the synchronization user 1) Open your CRM System and select the Settings Work area 2) Select Administration 3) Select Users 4) Double-click on the user who should have the role, to open the User Window 5) Select Roles in the user window 6) Click on the Manage Roles button in the toolbar of the window 7) Check the CMCRM Extensions or System Administrator role 8) Click OK and close the user again The user should now have at least one of the roles in the list:

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Overview of the CMCRM Extensions role You can easily built your own role, or modify the CMCRM Extensions role, to meet specific needs for your CRM Deployment. By default the role has the following privileges:

IMPORTANT: If you build your own role or modify the CMCRM Extensions role, make sure it has sufficient privileges to accomplish the type of synchronization you need. If, for example, you need to synchronize Marketing Lists and Campaigns from multiple business units within the CRM Organization, your role must have “Organization Deep” or “Global” privileges as shown above.

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Manually creating the CMCRM Extensions If you choose to manually create the CMCRM Extensions, you need to: 1) Modify the cmcrm-customizations.xml file 2) Import and publish the cmcrm-customizations.xml file 3) Export the isv.config file from your CRM Deployment 4) Modify the exported isv.config file with the buttons needed by CMCRM 5) Import and publish the modified isv.config file The cmcrm-customizations.xml file is located in the IsvExtensions folder, of your CMCRM installation. Normally the path to this folder, for both 32-bit and 64-bit installations is: C:\Program Files (x86)\CMCRM\IsvExtensions. IMPORTANT: We strongly recommend that you let CMCRM perform all this for you, within the Add Integration wizard. If you choose to do this manually, always remember to back up your CRM system before you begin. See the Dynamics CRM Implementation guide, on how to create a backup of your CRM System.

Modify the cmcrm-customizations.xml file 1) Open the file in a text editor (notepad or an xml file editor) 2) Perform a Search & Replace action: Search for the text {{WHITELABEL}} and replace with the text Campaign Monitor. This text will be the title of the new tab in the Marketing List and Campaign entity. 3) Save the modified file under another name. For example: cmcrm-customizations-modified.xml

Import and publish the modified cmcrm-customizations.xml file 1) In your CRM System, select the Settings Work area 2) Select Customization 3) Select Import Customizations 4) Click Browse and select your customized xml file 5) Click the Upload button 6) Select all the uploaded customizations 7) Click on the Import Selected Customizations button When the import is done: 8) Select Customization 9) Select Customize Entities 10) Select â&#x20AC;&#x153;Publish All Customizationsâ&#x20AC;? from the More Actions menu in the toolbar

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Export the isv.config file 1) In your CRM System, select the Settings Work area 2) Select Customization 3) Select Export Customizations 4) Select ISV Config in the list and click on the Export Selected Customizations button 5) Save the exported customizations.zip file on the computer

Modify the isv.config file 1) Open the ISV Config xml file you exported in a text editor or XML editor 2) Locate the entities “list” and “campaign” in the file and add the two toolbar buttons to the entities. The entity main nodes looks like this: <Entity name="list"> a. You also need to change the Url for your Campaign Monitor account in the xml below 3)

Save the file under another name, for example: isv-config-modified.xml

The Xml you need to add/append to the list and campaign entities <ToolBar> <Button Url="/ISV/CMCRM/SelectCM.aspx" PassParams="1" WinParams="dialogHeight:525px; dialogWidth:615px" WinMode="1" AvailableOffline="false" ValidForCreate="0" ValidForUpdate="1"> <Titles> <Title Text="Link with Campaign Monitor" LCID="1033" /> </Titles> <ToolTips> <ToolTip Text="Creates a link between Microsoft CRM and a Campaign Monitor Campaign or Campaign Monitor Subscriber list. You can also use this button to remove existing links" LCID="1033" /> </ToolTips> </Button> <Button Url="http://crm.applications.dk/subscribers/createList.aspx" PassParams="0" WinMode="0" AvailableOffline="false" ValidForCreate="1"> <Titles> <Title Text="Create Campaign Monitor Subscriber list" LCID="1033" /> </Titles> <ToolTips> <ToolTip Text="Opens Campaign Monitor in a new window, and lets you create a new subscriber list" LCID="1033" /> </ToolTips> </Button> </ToolBar> </Entity>

Import and Publish the modified ISV.Config file Follow the instructions in the “Import and publish the modified cmcrm-customizations.xml file” section, but this time, choose your modified isv.config file.

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Verifying and monitoring your CMCRM deployment Verify the CMCRM Website Verify the Application Pool 1) Open your IIS Manager on the CRM Server 2) Navigate to and select the Microsoft Dynamics CRM\ISV\CMCRM Website 3) Click on Basic Settings on the right side of the IIS Manager Confirm that your CMCRM Website runs in the same Application Pool as your CRM Deployment:

Click Cancel to close the dialog Verify authentication One very common issue is, that users get a 401 exception in the browser when trying to access the CMCRM Website. The most common cause is that Anonymous Authentication is enabled. 1) With the CMCRM Website selected in your IIS, Double-click on Authentication 2) Verify that Anonymous Authentication is set to “Disabled”

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Monitoring the CMCRM Synchronization Service CMCRM automatically creates several Performance Monitor counters on the server that you can use to monitor the activity of the service. To add these counters, follow the instructions below. Start the Windows Performance Monitor 1) Click Start 2) Select the Administrative Tools programs menu 3) Click on Performance Monitor Add the CMCRM Counters to the Performance Monitor 1) Select the Performance/Performance Tools/Performance Monitor node

2) Click the Add button in the toolbar

3) Expand the CMCRM Performance Counters Group 4) Select all or some of the Performance Counters

5) Click the Add button, to add the counters to your Performance Monitor Performance Counter CrmOrganizations CrmCampaignController CrmCampaignJob CrmListController CrmListJob

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Description Displays the number of CRM Organizations being processed For each organization, the Campaign Controller is started once to synchronize all Campaigns Displays the number of campaigns being paralleled processed For each organization, the List Controller is started once to synchronize all Marketing Lists Displays the number of Marketing Lists currently being paralleled processed

Uninstalling CMCRM The uninstallation of CMCRM does not remove the customizations from your CRM Deployments, only the CMCRM Application itself, so you can keep utilizing the data created by CMCRM, even after you have removed CMCRM from your system.

Uninstall the CMCRM Website extensions 1) Click Start 2) Select Computer 3) Click on the Uninstall or Change a Program button 4) Locate and select CMCRM Web in the list 5) Click on the Uninstall Button and follow the uninstallation guide

Uninstall the CMCRM Synchronization Service and Controller 1) Start the CMCRM Controller application 2) Click on the Stop button to stop the Synchronization Service 3) Close the CMCRM Controller application 4) Click Start 5) Select Computer 6) Click on the Uninstall or Change a Program button 7) Locate and select CMCRM in the list 8) Click on the Uninstall Button and follow the uninstallation guide

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Removing the CMCRM Extensions from the CRM System Note: The instructions below will permanently remove the CMCRM Extensions and cannot be reversed, until you reinstall CMCRM.

1) Start CRM in your browser and select the Settings Work area 2) Select Customization 3) Click on Customize Entities 4) Select the entities Custom Field and Event log 5) Click Delete For both the Marketing List entity and Campaign entity, do the following: 1) Double-click on the entity to open it 2) Select Forms and Views 3) Double-click on the Main Form 4) Select the Campaign Monitor Tab 5) Click Remove 6) Close the Form 7) Select Attributes 8) Select all the attributes with the name cm_xxxxx 9) Click Delete 10) Close the entity Publish the changes: 1) Select Customization 2) Click on Customize Entities 3) Click on Publish All Customizations from the More Actions menu

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